GBS WORLD NEWS | WEEK 3 | FEBRUARY 2024

GBS WORLD NEWS | WEEK 3 | FEBRUARY 2024

The executive arm of the Egyptian Ministry of Communication and IT, ITIDA, and the UAE’s Mashreq Global Network (MGN) have signed an agreement to expand MGN’s operations in Egypt. The deal, witnessed by Egyptian Prime Minister Mostafa Madbouly and Minister of Communication and Information Technology Amr Talaat, entails MGN hiring a minimum of 300 Egyptian employees over three years. The expansion underscores Egypt’s competitiveness in ICT, particularly in the BPO sector, which reinforces the country’s position as an attractive offshoring destination.

Over in Dubai, the Uzbekistan Outsourcing Conference was held on February 15 to showcase Uzbekistan’s potential as an IT outsourcing hub. The event was attended by the Minister of Digital Technologies of the Republic of Uzbekistan, Sherzod Shermatov, among other prominent figures, and over 100 leading experts in the ITO and BPO sector. With a young, skilled population, Uzbekistan boasts over 38,000 annual IT graduates, which is a strategic advantage for outsourcing services.

The retail sector in the United States is facing challenges meeting high consumer expectations including everything from a smooth in-store experience to maintaining customer loyalty. This is according to the SOTI retail report, Techspectations: Consumer Demand for Digital Transformation in Retail. The report revealed that 94% of US consumers use in-store tech but a good number, 78%, are concerned about personal data security. Other challenges cited by consumers in-store are insufficient staff available to help with self-serve checkouts (69%) and as many as 48% experience issues with inadequate Wi-Fi connectivity when using in-store devices.

And looking further at data security, California-based business services company SinglePoint Outsourcing, has reported a data breach after discovering unauthorized access to its computer network. The incident exposed sensitive consumer information, including names, Social Security numbers, dates of birth, driver’s license numbers, and bank account details. The company initiated an investigation with third-party forensics specialists after learning of the potential security incident on November 30 2023. SinglePoint completed the review of compromised files on January 11 of this year, and began notifying affected individuals on February 12.

In South America, global BPO provider IntouchCX has acquired Beliveo, a prominent nearshore contact center and BPO based in Mexico. This acquisition enables IntouchCX to enter the Mexican market, with Beliveo’s facility in Guadalajara. The move supports the growing demand for globally diverse customer-service solutions and strengthens both companies’ expertise in the customer experience industry.

Hiline, a provider of financial-operations-as-a-service for growth-focused organizations in the United States, has acquired Calculate, an outsourced accounting and finance firm in New York. With the strategic acquisition of Calculate, Hiline aims to meet the growing demand for outsourced financial operations. The move enhances Hiline’s capabilities, adding Calculate’s finance team and fostering innovation in technology solutions.

In global news, The Market Insights has compiled a research report, which provides in-depth analyses, covers recent trends and figures, and offers a comprehensive examination of market shares in the global call center market. The report includes geographical segmentation, demand scope, growth-rate analysis, industry revenue, and CAGR status. The report aims to provide information on market inhibitors, motivators, and future trends, employing both quantitative and qualitative approaches.

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