Contact Center Solutions Featured Article

Convergys 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, 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 and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.