Case | HBS Case Collection | September 1999 (Revised September 1999)

Convergys Corporation

by Stephen P. Bradley and Kelley Porter


Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For IMG, the case touches on the competition in the billing and customer care side of the business. This involves competing with your customers to outsource the business as well as the potential threats from Lucent and Portal in selling software. For CMG, the case deals with the critical need to shift from call centers to contact centers.

Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Service Industry;


Bradley, Stephen P., and Kelley Porter. "Convergys Corporation." Harvard Business School Case 700-042, September 1999. (Revised September 1999.)