Category: Weekly News

GBS WORLD NEWS | WEEK 4 | FEBRUARY 2024

Outsourcing company Tafaseel BPO is set to expand its operations by establishing an office in Uzbekistan. The decision follows successful discussions between the Uzbek delegation from the Ministry of Digital Technologies and Tafaseel BPO executives during the World Governments Summit in Dubai. Tafaseel BPO aims to leverage Uzbekistan’s business environment

Read More

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

Read More

GBS WORLD NEWS | WEEK 2 | FEBRUARY 2024

Scottish-based telecommunications network, EE, is set to close its Greenock contact center in Scotland, affecting approximately 450 workers. Impacted employees will have to relocate to the Glasgow center, about 28 miles away. EE cites the need for substantial investment to bring the Greenock building up to standard. BT Group, EE’s parent company, emphasizes

Read More

GBS WORLD NEWS | WEEK 1 | FEBRUARY 2024

Additional investment and expansion plans in Africa were announced this week from Cairo, Egypt, where VXI Global Solutions, a global BPO provider, is launching a CX delivery center. The new center, opening by March 2024, will create 500 jobs for the industry, with aims to tap into Egypt’s skilled talent pool and foster economic growth. The 47 000 square feet

Read More

GBS WORLD NEWS | WEEK 4 | JANUARY 2024

Delivery firm DPD faced embarrassment in the UK this week as its AI chatbot, designed for customer interaction, began swearing and criticizing the company when prompted by a customer. The incident pressed DPD to disable the AI element of its chatbot, attributing the behavior to an error following a system update. This incident adds to the list of AI chatbot

Read More

GBS WORLD NEWS | WEEK 3 | JANUARY 2024

After a hiatus over the festive period, we are excited to be back in action, bringing you the latest updates on global business services (GBS) and customer experience (CX) from around the world. In a significant development for urban development in Africa, CCI Global has been featured in The Economist for its pivotal role in establishing a 5,000-seat

Read More

GBS WORLD NEWS | WEEK 3 | DECEMBER 2023

Global customer management services provider, CCI South Africa, has launched a groundbreaking contact center in Umlazi just outside of Durban, focusing on improving commutes and job accessibility in underrepresented communities. This marks the company’s first contact center in a township, aiming to bolster employment opportunities for residents. With plans

Read More

GBS WORLD NEWS | WEEK 2 | DECEMBER 2023

News this week from India is that outsourcing and technology services supplier, VFS Global, has opened a sign-language call center as part of its Diversity Equity and Inclusion (DEI) program. The new center will aid the deaf and hard-of-hearing community in accessing visa service information independently. Initially covering 16 countries – such as Austria,

Read More

GBS WORLD NEWS | WEEK 1 | DECEMBER 2023

The 2023/24 global Digital & ITO competitiveness rankings have been released by GBS.World. The index – created with ranking data from over 380 senior buy-side executives – reveals top global outsourcing destinations across five key categories. APAC countries lead in categories such as General ITO, Software Development, and AI & Machine Learning,

Read More

GBS WORLD NEWS | WEEK 4 | NOVEMBER 2023

The ongoing conflict between Israel and Hamas is impacting business process and IT outsourcing (BPO/ITO) service delivery in both Israel and Palestine - and yet industry operators remain resilient. GBS.World released an article assessing how this situation has disrupted operations in key sectors, including IT and high-technology industries. The article

Read More

GBS WORLD NEWS | WEEK 3 | NOVEMBER 2023

News from Europe indicates that millions of Euros are being lost by Euro zone banks due to poor quality IT outsourcing. A survey run by the European Central Bank found that banks lost over €148 million in 2022 – a 360% increase in loss compared to 2021. The findings showed that many banks’ outsourcing arrangements inadequately addressed IT security

Read More

GBS WORLD NEWS | WEEK 2 | NOVEMBER 2023

The business process outsourcing (BPO) and IT sector in the West African country of Ghana was under the spotlight this week with the facilitation of the 2023 Global Business Services (GBS) Summit. The 3-day event was held at the Accra International Conference Centre and hosted by GIZ Ghana as part of the Ghana Digital Innovation Week. Analysts, industry

Read More

GBS WORLD NEWS | WEEK 1 | NOVEMBER 2023

iSON Xperiences, a CX management pan-African operator, has been recognized as a Major Contender in the Everest Group’s PEAK Matrix® CXM Assessment for the EMEA region. Having recently signed a memorandum of understanding with Egypt's ITIDA, the company aims to enhance its CX and BPO services from Egypt’s global delivery centers. Klarna, the global fintech

Read More

GBS WORLD NEWS | WEEK 4 | OCTOBER 2023

The capital city of Georgia, Tbilisi, drew much attention this week as the location hosted top global analysts and outsourcing executives for the BPO Leadership Summit. Notable delegates included Peter Ryan, Amal Hassan, Kirk Laughlin, Marianne Rutz, Mauricio Velasquez, Michael Zdanowski, Sanjay Mehta, Sean Duncombe, and Simon Kriss, to name a few. They were

Read More

GBS WORLD NEWS | WEEK 3 | OCTOBER 2023

In an effort to manage the surge in contact-center demand from its customers due to increased waiting times, Air New Zealand has implemented a short-term outsourcing solution. Over 500 contact center workers have been outsourced from the Philippines to expand the New Zealand airline’s call center support workforce, with the hopes to improve customer

Read More

GBS WORLD NEWS | WEEK 2 | OCTOBER 2023

The Forum conference venue in Johannesburg, South Africa, was a hive of activity on October 12 as dignitaries and delegates attended the annual Solutions Exchange 2023. Hosted by Harambee, the event brought together thought leaders from various sectors to discuss South Africa’s youth unemployment crisis, which affects 8.8 million young individuals. Panelists

Read More

GBS WORLD NEWS | WEEK 1 | OCTOBER 2023

News this week from Australia is that Optus, headquartered in Adelaide, has laid off approximately 150 employees – almost half of its contact center workforce. The decision from the telco company is reportedly going to “simplify” its business, though there is speculation from whistleblowers, as the company hired and trained new staff only a few months ago.

Read More

GBS WORLD NEWS | WEEK 4 | SEPTEMBER 2023

Multinational technology conglomerate Meta will soon be announcing a new generative AI chatbot aimed at younger users. The new chatbot, Gen AI Personas, from the California-based company will enable users to select from a variety of ChatGPT ‘personas.’ The company expects that these personas will better engage younger users. Also in ChatGPT news, the

Read More

GBS WORLD NEWS | WEEK 3 | SEPTEMBER 2023

The global IT and business consulting services giant, CGI, and the multinational convenience-store chain, Alimentation Couche-Tard, have announced a 10-year strategic partnership. The partnership between the two Canadian-based organizations, valued at C$380 million, will see the global convenience store making use of CGI’s managed IT services to advance its

Read More