The Hindu Business Line : Convergys set to expand operations

Hyderabad, Oct. 7 Telecom billing, customer care and infrastructure services provider Convergys Corporation is poised to expand its operations in India with focus on consolidating the infrastructure management services for telecom companies.

The President of Information Management Services, Convergys Corporation, Mr Robert (Bob) Lento, said that telecom carriers are looking at ways and means to improve revenues through internal efficiencies and adding new lines of business. This called for an integrated infrastructure management approach, where Convergys played a strategic role.

The market for outsourcing of infrastructure management services within telecom carriers was poised for growth and Convergys is expanding its presence.

Speaking to Business Line during his visit to Hyderabad, Mr Lento said Indian operations overall had grown significantly over the years and it hosts over 1,300 software engineers at the company’s development-cum-support centre in Hyderabad. These resources have the capability to play a key role in infrastructure management services for telecom companies globally and also in the rapidly growing domestic market.

Most of the operators were keen to harness the potential of companies such as Microsoft and Google. This calls for integration of services offered by other companies. That is where infrastructure management services covering business and operations support systems have become important growth area, he said.

Of the 5,000 people addressing the infrastructure management group for Convergys globally, India accounted for about 950. This number was poised to grow significantly “as we address the overseas markets from here and more importantly local market too”, Mr Lento explained.

Convergys, a $2.5-billion company, employs over 65,000 people across 70 countries, and now commands a workforce of about 12,000 in India.

Providing an overview of the Indian operations, the General Manager of Information Management, Covergys, Mr Paresh Shah, said that the country represents all the three business lines for Convergys — covering customer care, employee care and infrastructure management. The infrastructure management services are growing at the rate of over 25-30 per cent in India.

On plans for acquisitions in the infrastructure management space, Mr Lento said “Convergys continues to scout for inorganic growth options and always evaluates how to add value. We continue to explore that option in India, but there is nothing to comment on the issue at this point.”

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