GBS WORLD NEWS | WEEK 2 | APRIL 2024

Guatemala is gearing up for the BPO Innovation Summit 2024, aiming to bolster its BPO sector and attract investors. Scheduled for April 24, the event will convene industry stakeholders, government officials, and tech innovators. Despite already hosting major BPO firms, Guatemala seeks to enhance its reputation and become a competitive player. The summit will explore topics like BPO’s economic role, global value chain changes, technology’s impact, and fostering innovation through government support. Eminent speakers include leaders from Alorica, Capgemini, Everise, and Nearshore Americas.

Canada Life, a London-based insurer, has announced that it will be outsourcing its IT department to HCLTech, headquartered in Noida, India. The move aims to enhance technology capabilities. However, critics have noted that this decision comes after the company failed to uphold good service delivery to federal government employees, after it secured a US$514-million contract. Some critics, like technology analyst Carmi Levy, doubt the outsourcing will improve customer care, emphasizing the loss of experienced staff.

In North America, Bell Canada has partnered with Google Cloud to introduce Google Cloud Contact Center AI (CCAI) for Canadian businesses. This marks the first AI solution for Bell enterprise and mid-market customers. Leveraging generative AI technology, this managed solution will offer intelligent customer and agent experiences, aiding in digital transformation. Virtual Agent and Agent Assist features will streamline interactions, while analytics and insights will provide valuable data for strategic decisions. Bell aims to enhance customer experiences and guide businesses through their digital transformation journey.

The DDC Group, a global network of BPO companies, is expanding its global presence by adding Central and South America to its roster of strategic locations. Partnering with Netcom BCC, it aims to deliver nearshore services to North American clients and offer a favorable spot for global clients seeking Latin American operations. With a focus on customer care, DDC’s nearshore operation aims to offer scalable omnichannel support, internal process assistance, and business development aid.

Vantage Capital, an Africa-focused fund manager headquartered in South Africa, has invested ZAR 346 million (approximately US$18.2 million) into Procera Group, a South African BPO services provider. This gives Vantage Capital a significant minority equity stake and provides them with a mezzanine facility for future acquisitions.

Also in Africa, at Ekiti State University’s 28th convocation in Nigeria, Dr. Tunji Olowolafe – the university’s newly-appointed Chancellor – unveiled the creation of a dedicated BPO platform. The initiative aims to “harness the boundless potential of Nigeria’s youths”, empowering the top 100 graduates by providing them with meaningful work opportunities in the BPO sector. Olowolafe also promises to provide them with skills-development opportunities for global economic contribution.

According to a recent report by global market research company SNS Insider, the customer journey analytics market, valued at US$12 billion in 2022, is projected to reach US$54 billion by 2030, with a CAGR of 20.7%. This growth is fueled by the demand for exceptional customer experiences. The shift toward cloud-based solutions is expected due to their ease of deployment and lower costs.