With remarkable consistency, Convergys/Intervoice received high marks in every category, scoring the highest in its ability to execute and company direction. Analysts and consultants referenced its assets and the experience of its team as the driving force behind their scores, particularly after Convergys’ acquisition of Intervoice last year.

“When you add up all their assets, they’re a pretty powerful company,” says one analyst.

“Doing this with partners is OK when you’re managing the whole process and at the end of the day your customer gets something,” she says, “but having internal capabilities gave the edge to Convergys.”

Last year, just a few months after the acquisition, Intervoice won a Vendor Contender mention in our awards issue. It was seemingly held back only by its customer satisfaction score, which was artificially low due to a lack of response. This year, however, with Convergys behind it, those customers seem to have found their voices.