Appliance Recycling Centers of America Announces New Business Unit – Customer Connexx Contact Center

Speaking Listening Telecommunication Connecting ConceptAppliance Recycling Centers of America, Inc. (NASDAQ: ARCI), a leading provider of appliance recycling and retailing services, has announced a new business unit – Customer Connexx – an ARCA customer-care and contact center – opened in November 2016. Customer Connexx is a wholly-owned subsidiary of ARCA, Inc.

ARCA’s new contact center, located in Las Vegas, NV, supports scheduling and customer service for its current utility programs and other standalone ventures. The contact center seats 90 agents, with room for future growth. Customer Connexx provides a full suite of services, including inbound and outbound customer calls, chat, email, IVR solutions, and many other state-of-the-art call center capabilities.  Read more

Genpact Leverages Artificial Intelligence to Transform Contact Centers into Profit Centers

genpactGenpact (NYSE: G), a global leader in digitally-powered business process management and services, today launched its Neural Chat Assistant solution that reimagines contact center operations with an artificial intelligence (AI) virtual advisor that dramatically improves the customer experience, and helps companies disrupt their market to gain competitive advantage. Neural Chat Assistant is the first of several planned solutions built on Genpact’s Neural Intelligence PlatformSM which combines the best of human experience with machine intelligence.

Most contact centers do not realize their full potential to improve customer experience. While chat is one of the fastest growing communication channels around the world—and the predominant one for millennials—most companies have yet to deploy advanced chat-based contact center solutions that decrease problem resolution times from minutes to seconds, reduce escalations, predict and answer next questions to avoid follow up inquiries, and drive consistency and compliance in processes.  Read more

Frost & Sullivan nombra a CGS como la Compañía de Servicios de Contact Center del Año 2016 en Chile

gcsoutsoursolSantiago, Chile – 04 enero 2017 – CGS, un proveedor multinacional de aplicaciones de negocio, programas de eLearning y servicios de Contact Center, anuncia que fue nombrada como la Compañía del Año de Servicios de Contact Center de Chile. El premio, entregado anualmente, es adjudicado a compañías líderes en su industria, quienes implementan las mejores prácticas en crecimiento, innovación y liderazgo.  Leer más

Frost & Sullivan Names CGS the 2016 Contact Center Outsourcing Services Company of the Year in Chile

CGS, a global provider of business applications, enterprise learning and outsourcing services, today announced that it has been named Frost & Sullivan’s 2016 Contact Center Outsourcing Services Company of the Year in Chile. The annual award is presented to companies identified as industry leaders, delivering best practices in growth, innovation and leadership.

Frost & Sullivan’s global team of analysts and consultants conducted extensive primary and secondary research across the entire value chain to determine its Company of the Year award recipients.  Read more

Italian Law Threatens Call Centres in Albania

call-cenThousands of jobs in Albania appear at risk after Italy passed a new law restricting the rights of Italian companies to outsource customer services across the Adriatic Sea.  Moves by Italy to clamp down on Italian companies outsourcing work to Albania have alarmed the government in Tirana, which fears thousands of jobs are at risk. An amendment that Italy passed on November to a law from 2012 on the rules about call centres raises fears that thousands of jobs in the call-centre sector could go.  Read more

Qualfon and Haven for Hope Partnership Expands with Employee Volunteerism Programs that Serve those Experiencing Homelessness

qualfoneQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that its partnership with Haven for Hope is expanding with multiple employee volunteerism programs…

that provide fun activities for Haven for Hope residents and members in San Antonio, Texas. Qualfon’s employee-run fun clubs are spearheading the efforts, coordinating birthday parties for children and offering crafty entertainment for both adults and children. Haven for Hope is a 22-acre campus of hope and new beginnings providing transformational services to help people address the root cause of homelessness.  Read more

Frost & Sullivan Lauds Teleperformance for Its Continuing Dominance in the Latin American Nearshoring Services Market

teleperfor33Based on its recent analysis of the contact center outsourcing nearshoring services market, Frost & Sullivan recognizes Teleperformance with 2016 Latin American Market Leadership Award for excellence in capturing the highest market share in the industry. Leveraging organic growth, selective acquisitions, a diversified portfolio, and customer proximity, Teleperformance has consolidated its footprint in Latin America.

“The regional opportunities for outsourcing companies to capture a large segment of the US bilingual market are unprecedented, and Teleperformance is strongly positioned in Latin America to take optimal advantage of nearshoring needs,” said Frost & Sullivan Research Analyst Juan GonzalezRead more

Latin American Contact Center Service Providers Seek New Business Models to Remain

notafrostMajor contact center service providers (CCSP) in Latin America have realized that cost-based competition, reflecting a cost-reduction value proposition, represents an unsustainable business model with decreasing profit margins.

As such, many providers are moving toward strategic high value-added services offerings through diversifying their service portfolios and providing several back-end services, such as technology-based solutions, finance & accounting, software & development, and strategic consultancy for clients.  Read more

Bosch opens first Mobility service centre in Japan


Bosch has announced it is entering the Japanese market for mobility services through the opening of its first service centre in Shiki, 30 km north of Tokyo. Operations will commence by year-end and the service center is expected to create approximately 50 jobs by the end of 2020.

Commenting on the new service centre, Joerg Fischer, president of Bosch Service Solutions said, “The setup of our first location in Japan expands our business in Asia-Pacific and strengthens our international footprint. It provides us with a good operational foothold in the country, allowing us to further enhance our support for our automotive customers. We will initially offer our eCall emergency service. Other mobility services such as our Concierge Service, Stolen Vehicle Tracking and Breakdown Call are in the planning phase.” Read more

Arvato and Blue Prism partner to bring Robotic Process Automation to local government


Global business outsourcing provider Arvato has entered a strategic partnership with Blue Prism to offer Robotic Process Automation (RPA) to help councils deliver back-office transformation. The partnership will see Arvato use the cutting-edge automation software to provide local authorities with an end-to-end solution of identifying, designing, building and monitoring automated processes, providing RPA-as-a-service and consultancy and training.

Arvato will use the innovative technology to help current and future clients in local government automate transactional back office functions, such as revenues and benefits, HR, payroll and finance, increasing process speed and efficiency while freeing up employees to deliver front-line services.  Read more

Agile Cloud Launches “Cloco” – New Low-cost Cloud Call Center Service


Agile Cloud, Inc., a global provider of Cloud IP-PBX services, announced on August 19 its new product Cloco – a cloud-based call center service aiming to provide inbound call centers with all needed functions and systems while at the same time reducing their total cost.

“Customers have invested in PBX, call center software and hardware to launch a new call center. We offer all needed systems as a cloud service. Customers can use a full set of inbound call center functions without PBX if they have a PC linked to the Internet. This means customers can reduce CAPEX using Cloco. For outbound, we will launch additional functions soon” said Agile Cloud CEO Fujio MimomiRead more

Dubai Police has selected Avanza Solutions’ Unison 2.0 to power and streamline its non-emergency contact center operations


Dubai Police receives numerous calls every year, emergency and non-emergency, creating a potential challenges to efficient and effective delivery of a critical service. In order to have a streamlined response strategy, the firm had separated their emergency and non-emergency contact center so that response times for emergencies could be minimized as much as possible.

However, the non-emergency contact center is also a crucial service, and the police has implemented Unision customer experience management solution to effectively manage the large volume of queries it receives.  Read more

Crescent Wealth capitalizes on cloud technology to transform customer experience


NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that Crescent Wealth has transformed its customer experience with its ContactWorld for Service solution.

Crescent Wealth is an ethical-Islamic super and investments’ firm offering socially responsible superannuation and investment services to over 5,000 clients across Australia. As a rapidly expanding organisation with offices in Sydney, Melbourne, Brisbane and Kuala Lumpur, Crescent Wealth’s call management system demanded greater technical resources to serve its client base.  Read more

New Relic Introduces Advanced Real User Monitoring, Delivering Complete Visibility into Modern Web Applications


Software analytics leader New Relic, Inc. (NYSE: NEWR) announced today new support for the next generation of web applications built with current and future single-page application (SPA) frameworks and libraries.

With New Relic Browser, application developers and DevOps teams will now have deeper understanding of the performance and customer experience of their modern web applications and better realize the benefits of moving to this new software architecture. In combination with New Relic APM, the enhanced New Relic Browser monitoring for SPAs will allow customers to have end-to-end visibility of their application’s performance, from the front-end to the services it is running on.  Read more

TeleTech Introduces Second Major Release of Cisco-Based Contact Center Solution


eLoyalty, part of TeleTech Technology, has released version 10.6.3 of its Cisco-Powered Hosted Collaboration Solution/Contact Center as a Service (HCS/CCaaS) cloud offering. This is the second major release of the product, which uses the Cisco Unified Contact Center for Enterprise (UCCE) as its base, for 2016.

eLoyalty’s HCS/CCaaS offering combines Cisco’s cloud contact center technology platform with eLoyalty’s contact center management applications. Together, these technologies act as a central contact center infrastructure optimized to deliver exceptional service at a lower cost across all communication channels…  Read more