Contact Center Solutions Featured Article

Convergys to Expand Customer Service Offerings With Acquisition

March 13, 2008

Convergys (News - Alert) Corporation, a provider of relationships management solutions, has announced that it is expanding the set of customer service management offerings available to its clients.
 
This expansion is made possible through an acquisition of Shanghai-based Hong Xun Software Co., Ltd. from B Asia Inc. A privately held company, it is the first in the Asia Pacific region to create next generation business management software focused on the specific and specialized needs of providers who seek to offer and manage a myriad of services to their subscribers.
 
The acquisition will be neutral to Convergys' 2008 earnings and is expected to be accretive in 2009.

BMI offers highly scalable architecture to empower a single implementation of its software to support tens of millions of accounts and thousands of concurrent users in the entire range of telecom technologies, such as wireless, wireline, data, cable and satellite.

Next generation and value-added services such as VoIP, SMS, Video-On-Demand, GPRS and MMS can be introduced seamlessly. BMI’s software is currently supporting 30 million subscribers across multiple regions at China Netcom (News - Alert), the second largest fixed-line operator in China with 110 million subscribers.
 
"This small and very strategic acquisition will help Convergys clients effectively serve their customers and will accelerate our product strategy in customer management solutions, specifically providing CRM and self-care capabilities," said Bob Lento, president of Convergys' Information Management line of business, in a Thursday statement.
 
"This acquisition also shows Convergys' strategic commitment to expand into and serve the 700+ million wireless and wireline subscribers in the Asia Pacific region. This is the fastest growing global market with $39 billion in revenue and 20 percent annual growth rate in the wireless market."
 
With the completion of this acquisition, Convergys should be able to meet the needs of new and existing clients in order to enter, compete and grow successfully, as well as to extend the company’s presence in the rapidly expanding China market.

Convergys will also be able to offer new and existing Convergys clients an expanded solution footprint, specifically Web self-care, service provisioning, workflow processing, resource management, workforce scheduling and inventory reservation.

This is also a gateway for further expansion of the highly-successful Infinys® customer care, rating and billing solution.

The completion of this acquisition should also enable Convergys to add a high quality, cost-effective software development center and development methodology that will ensure that its clients always have available cutting-edge technology and the latest customer relationship solutions.
 
Founded in 2000, BMI Asia has about 70 employees and is based in Shanghai, China. The acquisition is expected to close early in the second quarter and is subject to the normal conditions of closing.
 


 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!