GBS WORLD NEWS | WEEK 4 | OCTOBER 2021

Indian information technology services and consulting company, Tata Consultancy Services (TCS), has partnered with Heritage Life Insurance Company, a U.S. insurance and reinsurance services provider, to revolutionize customer experience for policy holders. TCS conducted an analysis of Heritage Life Insurance Company’s entire customer journey, developing a solution in the form of a platform that gives Customer Service Representatives (CSRs) a holistic view of the policy holders, allowing them to swiftly respond to customer requests that is completely personalized.

Paris-based global business services leader, Teleperformance, is one of 25 global companies that has been recognized as one of the World’s Best Workplaces™ by Great Place to Work® and Fortune Magazine. 183,000 of Teleperformance’s employees, comprising of over 100 different nationalities, were independently surveyed to rate the company as an employer. Great Place to Work® is one of the only company culture awards that selects winners based on the perceptions of employees and how fairly they are treated in the workplace.

Also featuring in the ‘Best Places to Work’, the Montreal-based arm of TTEC has been recognized as one of the best places to work in Quebec. TTEC Canada stated that its employee-designed corporate culture and the company’s connection to its employees were core factors in being recognized for the award.

South African resort hotel chain, Sun International Hotels Limited, has used its downtime during lockdown to improve its Customer Experience (CX) through a range of technology deployment initiatives. Among these solutions is a new online booking system, along with an app to streamline communications between customers and the Sun International CX team for its Most Valued Guest (MGV) programme.

Ukrainian IT and software development service provider, Intellias, has reached a milestone of 2,000 employees that are globally onboarded, making it one of the largest IT outsourcing companies in the Emerging European nation. The company has operations in Ukraine, Germany, Poland, the United States, and the United Arab Emirates, servicing global clients. Intellias has received several recognitions, including being rated among the 100 most dynamic companies in Ukraine by Novoe Vremya and being one of the leading Ukrainian companies in terms of growth by DOU, the largest Ukrainian IT community.

More news from the African continent, the CEM Africa Summit has been confirmed to take place from the 10-11 November 2021, attracting CX experts from Africa’s most successful and recognized brands. Multichoice, Woolworths, Shoprite, Superbalist, African Bank, DHL and Rand Merchant Bank are just some of the leading brands that will be sharing their CX success stories.

Meanwhile in America, international business process outsourcing (BPO) firm, Open Access BPO, is relocating from its Las Vegas site to accommodate its expanding operations. As part of a US$20 million expansion plan, the multilingual BPO is growing its global operations and multilingual talent pool. Open Access BPO will relocate to the Spring Valley area, where the move will pave way for a 24/7 onshoring facility and where the company will launch a pilot of a site managed program for a healthcare provider.

In global news, Orbis Research has released the Procurement Outsourcing Market Report, highlighting market size, trends, and growth forecasts from 2021 to 2028. Using both qualitative and quantitative research methodologies, the report details a complete SWOT analysis of the industry as well as a market share analysis. IBM, Accenture, Infosys, Genpact, and WNS are some of the leading market players that are mentioned in the report.