Starbucks Renews Relationship Management Contract with Convergys to Enhance Customer Experience and Accelerate Business Performance

CINCINNATI--(Business Wire)--
Convergys Corporation (NYSE: CVG), a global leader in relationship management,
announced today that Starbucks (NASDAQ: SBUX), the premier roaster and retailer
of specialty coffee in the world, has renewed its contract for Convergys`
industry-leading relationship management solutions for a further two years to
enhance its facilities support operations.

With 2008 revenues of over $10 billion and one of the most well known brands in
the market, Starbucks has an unwavering commitment to customer service
excellence. Despite the solid internal customer service support it had in place,
when its recent growth outstripped its internal contact center`s ability to
provide cost-effective and efficient facilities support to its stores in North
America, Starbucks turned to Convergys to meet this pressing need. Convergys has
consistently met or exceeded Starbucks` quality measures while delivering
significant cost savings and improved efficiency in the process, prompting the
renewal of the contract.

Working together, Convergys and Starbucks developed a powerful facilities
support tool to track every piece of equipment in each company-owned facility,
follow repair orders, and support invoicing from approximately 1,300 service
providers. The companies also collaborated on the development of specialized
training to help Convergys agents provide contact center services for facilities
support. Convergys agents assist Starbucks retail employees in complex
troubleshooting and equipment repair, as well as in identifying appropriate
service vendors, issuing repair orders, and tracking repair work.

"Transferring an essential management function like contact center services for
facilities support to Convergys was a first for Starbucks," said Badger Godwin,
vice president, Store Development - Global Real Estate & Facilities for
Starbucks. "Our decision has been more than validated, with Convergys proving to
be a true, collaborative partner to Starbucks. We have worked together on agent
training, scaling to meet our growth, and the creation of software tools to
drive cost savings and improve the efficiency of our facilities support
operation."

"Our facilities support work with Starbucks demonstrates the breadth and scope
of Convergys` capabilities in the relationship management space," said Jim
Boyce, Convergys President, Global Business Units. "Thanks to the excellent
training we provide, our dedicated workers answer internal calls and handle
complex situations, helping our clients lower their costs and improve the
efficiency of their contact center operations. We are looking forward to helping
Starbucks achieve even more success in the future."

With 30 years of customer support experience, Convergys partners with clients to
improve operational effectiveness, increase customer satisfaction, and
accelerate revenue growth to create a sustainable competitive advantage in the
marketplace for its clients. Our global delivery model enables us to provide
support - on-shore, offshore, or near-shore; whether in a contact center or home
agent model. We provide our clients with state of the art infrastructure and
self-service automation technology to not only increase customer satisfaction
but also reduce costs.

About Convergys

Convergys Corporation (NYSE: CVG) is a global leader in relationship management.
We provide solutions that drive more value from the relationships our clients
have with their customers and employees. Convergys turns these everyday
interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational
excellence, and innovative technologies has delivered process improvement and
actionable business insight to clients that now span more than 70 countries and
35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired
Company for nine consecutive years. We have approximately 75,000 employees in 84
customer contact centers and other facilities in the United States, Canada,
Latin America, Europe, the Middle East, and Asia, and our global headquarters in
Cincinnati, Ohio. For more information, visit www.convergys.com

(Convergys and the Convergys logo are registered trademarks of Convergys
Corporation.)

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http://www.convergys.com/news_email.html

Convergys Corporation
Business and Financial Media - John Pratt
+1 513 723 3333 or john.pratt@convergys.com
or
Trade Media - Jeff Hazel
+1 513 723 7153 or jeff.hazel@convergys.com

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