Convergys Appoints Andrea Ayers to President of CMG

Convergys Corp. announced the appointment this week of Andrea Ayers to the position of president of customer management line of business. The customer management business accounts for about 66 percent of Convergys’ consolidated revenues. It delivers outsourcing solutions through a global network of contact centers and approximately 60,000 agents.

President and CEO David Dougherty said that with more than 18 years of experience in customer management operations, business development, and executive management, Ayers brings the right balance of leadership, employee empowerment, personal accountability, and decisive action that will ensure the company’s clients receive superior customer management support.

Ayers started her career at Convergys managing a contact center. She advanced to become the general manager of the direct broadcast satellite (DBS) unit, where she drove double digit revenue and operating profit growth and oversaw employees in domestic and international contact center locations. Recently, as a business unit president, Ayers led new business development efforts for Convergys’ customer management services and solutions in the government, healthcare, retail and finance markets. She also heads the company’s new relationship technology management (RTM) line of business focused on the development of technology-enabled solutions that improve the quality and value of interactions across live agent and self-care channels.