GBS WORLD NEWS | WEEK 4 | AUGUST 2023

Global business process outsourcing (BPO) service provider Ascensos, has announced a partnership to integrate environmental, social, and governance (ESG) initiatives into its business strategy, reflecting a new emerging trend. The customer service outsourcing center – headquartered in Scotland – teamed up with myConsole, a tech-enabled ESG solutions company that supports businesses in achieving sustainable growth and aligning with sustainability goals. Ascensos is the first BPO customer experience (CX) organization that myConsole has partnered with.

The Minnesota-based fintech software company, Total Expert, also has plans to significantly enhance user experience, with the launch of a new platform. The organization, acting as a customer-engagement platform for financial institutions, has been rolling out a “Customer Intelligence” solution, which provides financial institutions with relevant and updated insights into customer needs. The new release will enable participating institutions to better leverage their databases, personalize messages, and acquire valuable insights into the customer’s financial journey.

Horatio, the global tech-enabled customer-support outsourcing firm, has expanded its footprint in Latin America with the opening of a new office in Bogotá, Colombia. The decision was made to enhance the company’s global operations and enable it to serve new markets, acknowledging the immense growth that Colombia has experienced in recent years in the CX and technology sectors.

Over in the Caribbean, iQor is set to hire 1,200 call center agents in both Trinidad and Tobago. The global customer engagement and tech-enabled BPO organization is expanding its flexible workforce, with positions opening to meet the demand for the seasonal ramp. The organization has three locations in Trinidad and three in Tobago, with positions opening at all six branches.

In Africa, Travelstart is also setting new standards, launching the first ever AI travel assistant on the continent. The online travel agency headquartered in Cape Town, South Africa, says that the new tool will empower travelers to identify affordable trip and activity options and to build personalized travel itineraries. The AI travel assistant will leverage the latest in generative AI technology to transform the customer journey.

Also seeking to enhance its CX strategy, India-based CX solution provider Talisma Corporation has announced a new partnership with the global CPaaS organization, Kaleyra Inc. The partnership will result in significant improvements to the organization’s CX, implementing Kaleyra Video to introduce a real-time video communication channel, enabling customers to screen share to resolve problems quickly, without the need for using third-party software.

Worldwide, the global customer care BPO market is expected to experience significant growth, with a CAGR of 7.5% from now until 2030. A new report, released by Research and Markets, identifies the major players in the industry that are driving the growth, mostly linked to the expanding IT and telecommunications sectors. The report also analyzes major geographical regions, overviews market-entry and expansion strategies, and provides a market-value data analysis for the next seven years.