Towards Customer Care On Demand

Wall Street, thus far, has been less than lukewarm about Convergys’ acquisition of IVR and next-generation, contact-center specialist Intervoice on July 16th. Concern arises from the fact that the company is prepared to pay $335 million in cash when it entered the quarter with only $80 million in “cash” on its balance sheet. Indeed, even though we knew that Intervoice was “in play” with a change of management and a revamped product line, we did not count Convergys as one of the prospective buyers, partly because of its cash situation and partly because Convergys has not been tremendously active as an acquiring company of late. [click heading for more]