OUTCESS: Driving Change in Enterprise Digital Services in Nigeria
On Wednesday, May 31, 2017 Customer Contact Solutions Nigeria Limited (CCSNL) a business process outsourcing and customer engagement company, hosted corporate leaders in Nigeria to a memorable brand re-launch event at the prestigious Civic Centre in Victoria Island, Lagos. The brand re-launch, which, also included a name change from CCSNL to OUTCESS, was the culmination of corporate transformation efforts aimed at repositioning CCSNL to provide more robust and best-in-class digital solutions to organisatons in Nigeria and beyond.
In an exclusive and interview, Comnavig sat down with Mr. Ikenna Odike, the Chief Executive Officer of OUTCESS (formerly CCSNL), to discuss the new focus and aspirations of OUTCESS in the marketplace. Below are excerpts of the animated interview.
Can you tell us a little about your entrepreneurial journey?
I studied Petro-Chemical Engineering in University of Benin. After school, I worked in oil and gas, and global logistics. While in logistics at Mearsk, my career focused on business development, sales and customer service. I believe it was at this point that I discovered my passion for service and the strategic role of technology; as I saw how these can impact business performance and transform the customer experience.
After I left Maersk in 2005, I set up CCSNL, which we have now rebranded as OUTCESS.
Where do your core capabilities lie and what industries do you serve?
We began with offering contact centre management solutions providing both onsite and off-site services and then grew to include business process outsourcing. This helped us hone and expand our capabilities to do more for clients, while expanding into several industries. We currently serve clients in multiple industries. Some of them include: GTBank, Diamond Bank, Fidelity Bank, Access Bank, Airtel, MTN, Swift Networks, Cadbury, Multichoice, Wakanow and Nigeria Immigration Service.
Over our twelve-tear journey, the industry has changed a lot in terms of technological advancements and sophistication of client requirements. In response, we have been focused on innovating and acquiring new capabilities as well as building relationships with global players such as Microsoft, Aspect, Avaya, Veripark and Drishti, to support our solutions delivery.
I will say that the key factors responsible for our success have been investment in our people, partnerships, services excellence, customer centricity, innovation, and continuous learning.
Your recent rebranding from CCSNL to OUTCESS is a bold move, what informed this?
As I mentioned, our industry continues to evolve at a really fast pace. And to remain relevant and competitive, you must have the in-built capacity to continue to change and evolve. This is capacity is ingrained in our corporate DNA.
This re-branding is fundamental as it is strategic. First, we have revised our core business concept from customer service management and managed services; to the provision of a broad range of innovative digital services that optimize the performance of people, teams and organisations.
Secondly, our offerings are now broader including: Business Process Outsourcing; Customer Engagement; Business Productivity and Cloud Services. We are investing big in Cloud technologies and solutions to broaden access to new tools and capabilities for businesses of all sizes without the traditionally high costs required to scale up.
Just recently, OUTCESS became a Microsoft Certified Cloud Services Provider, making us one of the very few in Nigeria and giving us the opportunity to lead in this space.
Lastly, how OUTCESS will change the game?
Our tech space is picking up pace and is fast catching up with global trends. We will see more and more organisations and government agencies adopting advanced technology to increase speed to market and drastically drive performance. There’s growing incidence and adoption of On-Demand services by consumers and organisations, technology outsourcing is growing and E-commerce is on the rise and Artificial Intelligence is making its foray.
Within this context, OUTCESS will be an innovationleader as we deliver more cutting edge solutions. We want to move customers far beyond where they are and help them fulfill their potential quicker. We are passionate and obsessive about service excellence. We also want to exceed customer expectations. We deeply believe in partnership and co-creation. Working intimately with Clients and partners to achieve more. In one sentence, we will be a mission critical partner and essential enabler of success; empowering our clients to DO MORE FASTER!