Convergys Expands Business Transformation Outsourcing Services with Acquisition of Finali

Convergys announced it has acquired a contact center analytics firm that specializes in customer-driven business transformation and addresses the specific needs of the in-house contact center market.

Convergys closed on the purchase of Finali for $25 million in cash, representing less than two times expected 2005 revenue.

This acquisition will be neutral to fourth quarter 2004 as well as 2005 earnings per share.

Finali uses call segmentation and enterprise-specific categorization tools to produce data that explains the causes of customer contacts. 

Finali also provides patented virtual agent technology that helps its clients' customers effectively navigate their Web sites.  This results in more completed Web transactions and fewer telephone calls.

The privately held Finali, established in 1999, is headquartered in Denver and has about 150 employees.