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Convergys announces new management to strengthen support for Australia and New Zealand customers

Tuesday, 01 July 2008

Convergys Corporation (NYSE: CVG), a global leader in relationship management, today announced the appointment of Max Tennant as senior account executive. Underpinning the overall success and continued growth of Convergys’ business in Australia and New Zealand, Tennant will focus on enhancing support for the telecommunications, financial services, travel and tourism and other vertical sectors through Convergys’ outsourcing, consulting and billing & CRM solutions.

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“Customer service management is high on the agenda for businesses across all industries and maximising customer lifetime value is a key driver for growth,” said Max Tennant. “At Convergys, we approach this from all angles including customer satisfaction, customer retention, increased usage of existing services and take up of new services.” “To help our customers drive long-term revenue growth, Convergys continuously addresses the market needs with edge-leading solutions in relationship management and customer management. Following our recent announcement of the Convergys Multichannel Automation Solutions, a new version of the Convergys Customer Service Management solution will roll out in the next few months to help local businesses enhance the customer experience and customer lifetime value.” According to Tennant, offshore contact centre services will remain the company’s key business focus in Australia and New Zealand. “Contact centres will always play a major role in services based organisations. The need will increase as services such as telephone banking and home shopping become further adopted in Australia,” he continued. In a study by Everest Research published in Feb 2008, the offshore contact centre market was shown to be in a rapid growth phase with key delivery regions, such as India and the Philippines, experiencing growth rates as high as 25-60 per cent CAGR*.

Prior to joining Convergys, Tennant was the managing director of Acquire Asia Pacific, a consulting firm he founded in 2005 to assist the migration of contact centre and back office functions from Australia to the Philippines. Before starting his own business, Tennant worked at Sitel Australia where he had supported a wide range of vertical customers in the contact centre outsourcing business.

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