GBS WORLD NEWS | WEEK 4 | FEBRUARY 2023
The top 500 global outsourcing providers have been identified and released in the Time Doctor OA500 2023 Index. The index analyzes, compares and tracks firms across the outsourcing market. According to the results, the top five global outsourcing firms include Accenture, Teleperformance, Wipro, Siemens and Cognizant.
Over 50 new consulting job opportunities will be created in Northern Ireland with the launch of a new CGI consulting center in Belfast. The hub will deploy a hybrid working model and deliver a range of strategic IT and business consulting solutions to enterprises across the region. Furthermore, CGI will collaborate with local universities to bring talent into the delivery center.
A new partnership has been announced in the US between Glia, a leading provider of digital customer services and ebankIT, a growing Fintech company, to humanize the digital banking service experience for ebankIT clients. As demand for ebankIT Omnichannel Platform solutions accelerates, this presents an opportunity for ebankIT corporate subscribers to provide their customers with Glia’s customer service technologies.
Africa is experiencing rapid adoption of cloud technology to improve customer service, among a range of other business objectives, according to findings in the World Wide Worx Cloud in Africa report. The four main factors behind cloud adoption on the continent include the following: 1) the need to adapt to new hybrid work models; 2) the changing needs and expectations of customers; 3) ongoing disruption from new technologies; and 4) the influence of a powerful ecosystem of partners that are taking advantage of the commercial opportunities offered by cloud technologies.
Indian telecommunications service provider, Bharti Airtel, has deployed an AI-based solution, which will improve the overall customer experience (CX) for all inbound calls to its contact centre. This piece of technology is crucial to effectively serve Airtel’s 360 million customers and handle 100 million calls each year. The AI tool, developed with NVIDIA, will augment current speech recognition algorithms to identify areas of improvement for the agent and deliver better CX.
Over in Canada, TELUS, a telecommunications giant, has been named the best network for consistent mobile network quality in the country, according to results in the Opensignal 2023 Canada Mobile Network Experience Report. TELUS received top honors in six categories, including winning outright for Core Consistent Quality and Voice App Experience and tying for first place in Excellent Consistent Quality, Games Experience, Upload Speed Experience and 4G Coverage Experience.
Africa is experiencing rapid adoption of cloud technology to improve customer service, among a range of other business objectives, according to findings in the World Wide Worx Cloud in Africa report. The four main factors behind cloud adoption on the continent include the following: 1) the need to adapt to new hybrid work models; 2) the changing needs and expectations of customers; 3) ongoing disruption from new technologies; and 4) the influence of a powerful ecosystem of partners that are taking advantage of the commercial opportunities offered by cloud technologies.
Indian telecommunications service provider, Bharti Airtel, has deployed an AI-based solution, which will improve the overall customer experience (CX) for all inbound calls to its contact centre. This piece of technology is crucial to effectively serve Airtel’s 360 million customers and handle 100 million calls each year. The AI tool, developed with NVIDIA, will augment current speech recognition algorithms to identify areas of improvement for the agent and deliver better CX.
Over in Canada, TELUS, a telecommunications giant, has been named the best network for consistent mobile network quality in the country, according to results in the Opensignal 2023 Canada Mobile Network Experience Report. TELUS received top honors in six categories, including winning outright for Core Consistent Quality and Voice App Experience and tying for first place in Excellent Consistent Quality, Games Experience, Upload Speed Experience and 4G Coverage Experience. 
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