GBS WORLD NEWS | WEEK 3 | FEBRUARY 2022
Augmenting its existing investment in Africa, Amazon Web Services’ cloud contact center capabilities have been broadened with the deployment of Amazon Connect in Cape Town, South Africa. Amazon Connect offers a highly scalable and cost-effective omnichannel cloud contact center solution, helping to improve customer service across numerous channels, such as voice and chat, at a lower cost than traditional contact center systems.
Notably, the omnichannel communications approach is one of four key global communications trends influencing CX delivery over the next year, according to cloud business communications provider, Toku. Due to its relatively uninterrupted and seamless user experience (UX), there will be an increasing adoption of embedded communication channels in applications. Customer data will continue to be the most valued currency amongst CX providers to create actionable insights. However, technology must be accompanied by human agents, as the customer still demands a human factor to feel their needs are cared for.
News of job opportunities in Costa Rica started the week on a positive note, with global outsourcing leader, Infosys, announcing that its business process management (BPM) arm, Infosys BPM, will be hiring 400 skilled customer services workers from the Central American nation. Infosys BPM currently has a delivery site in Costa Rica with a workforce of 300, covering a diverse portfolio of services, including sales and fulfillment, sourcing and procurement, customer services, legal process management, human resource outsourcing and Robotic Process Automation (RPA).
Another BPM firm initiated expansionary strategies, this time by UK-based giant QX Global Group, acquiring an 80% stake in Chazey Partners, a US firm specializing in business and digital transformation. The partial acquisition aims to grow business solutions covering transformative consulting, digital services and customized business process outsourcing (BPO). The key objective is to assist clients to overcome major growth barriers, particularly digital adoption and business transformation at scale.
Indian IT Consulting & Software Services, NeoSOFT, has been awarded the ‘Best CX Transformation Award’ at the prestigious 5th NXT CX Summit India. Its recognition was based on the global firm’s contribution towards engineering zero-friction CX for its clients. NeoSOFT’s extensive collaboration with renowned brands and new-age disruptors to help them create winning CX strategies was factored into the summit body’s decision to allocate the top award to NeoSOFT.
In the US, award-winning provider of hosted voice, unified communications (UC) and SIP Trunking services for businesses, Broadvoice®, will be revealing its new contact center solution for the BPO sector at the Call & Contact Center Expo US in Las Vegas, March 16-17, 2022. The product will be offered through Broadvoice’s merger with GoContact, a Portugal-based international provider of Contact Center-as-a-Service (CCaaS) solutions.
Strides in innovation also took place across the border in Canada, where cashier-less retailer, Aisle 24, now features a completely contactless in-store experience with the deployment of Samsung Kiosks in its stores to enhance customer experience (CX). The all-in-one payment system allows customers to pay for their groceries quickly and easily while enabling Aisle 24’s stores to access kiosks and check performance from any web-accessible device with ease.