Category: Weekly News

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

GBS WORLD NEWS | WEEK 1 | SEPTEMBER 2023

The Information Technology Industry Development Agency (ITIDA) has announced that SoluGrowth has become the first South African outsourcing company to invest in Egypt. The company achieved a 36% growth rate in its fiscal year in March 2023, and made an announcement this week that it will be opening a new office in Cairo. This further cements Egypt’s position

Read More

GBS WORLD NEWS | WEEK 5 | AUGUST 2023

The results of the 2023/24 GBS World Competitiveness Index and rankings, drawn from extensive survey data from the Global Voice of the Buyer Survey, have been released. A total of 380 interviews were conducted with global enterprise executives – many of whom outsource and offshore customer experience (CX) and back office services. Egypt, India, Jamaica,

Read More

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

Read More

GBS WORLD NEWS | WEEK 3 | AUGUST 2023

Worldwide transportation and package delivery company, FedEx, based in the United States (US), will be enacting layoffs over the next few months. The layoffs will affect 843 employees at five of the company’s supply chain and shipment centers – with two of these facilities being closed permanently. The cuts in Texas, Indiana, and Pennsylvania are reportedly

Read More

GBS WORLD NEWS | WEEK 2 | AUGUST 2023

News from Japan this week is that Coca-Cola Bottlers Japan Inc. have established a joint venture with Accenture. The Tokyo-based subsidiary of Coca-Cola Bottlers Japan Holdings will be teaming up with the multi-billion-dollar global services and consulting company from January 2024, with the goal of becoming a data-driven organization. Certain business

Read More

GBS WORLD NEWS | WEEK 1 | AUGUST 2023

The outsourcing community was abuzz with the news that Mr Ajay Banga, president of

The World Bank, and his wife Ritu Banga, paid a visit to Nigeria where they were also hosted for a site visit at Outsource Global by CEO, Amal Hassan. In a LinkedIn post, Hassan noted the privilege of sharing Outsource Global's vision to make Nigeria the epicenter

Read More

GBS WORLD NEWS | WEEK 4 | JULY 2023

The multinational digital business services company, Teleperformance, is set to hire 60,000 people in India

over the next two years. The expanded workforce goals aligns with the company’s continued expansion in India, and would lift the total employee number to 150,000 in the country. The CEO of Teleperformance India has identified the high

Read More

GBS WORLD NEWS | WEEK 3 | JULY 2023

Digital experience platform, Yext, based in New York, has launched a capability for businesses to deliver more individualized and engaging customer experiences in response to reviews. AI Generated Review Response will allow businesses to combine the use of artificial intelligence (AI) with their own data to generate automated individualized review responses

Read More

GBS WORLD NEWS | WEEK 2 | JULY 2023

In Ethiopia, more than 10 companies have amalgamated to establish the Ethiopian Outsourcing Association. The group, aiming to position Ethiopia as a top outsourcing destination, believes that they will be able to generate more quality jobs and boost the economy. The association plans to implement marketing strategies to attract foreign investment, and they

Read More

GBS WORLD NEWS | WEEK 1 | JULY 2023

Nearshore Americas recently published their Nearshore Value Index 2023, which depicts where IT and BPO investments are generating the best returns. The report identified Belize in Central America as the number-one BPO value destination for 2023. The country ranked higher than other favorite destinations in the region, including Jamaica and Mexico, likely due

Read More

GBS WORLD NEWS | WEEK 5 | JUNE-JULY 2023

In global news, cybercrime group Muddled Libra has been targeting the BPO sector. The group has been utilizing advanced social engineering tactics to gain access to organizations’ databases. Using intrusion sets such as 0ktapus phishing and Mimikatz, the syndicate has been linked to numerous attacks since June 2022. They have been using their skillsets to

Read More

GBS WORLD NEWS | WEEK 4 | JUNE 2023

The Swiss merchant bank, MBaer, has outsourced its back-office and IT processes to Swisscom, utilizing their managed banking platform. According to MBaer Bank leaders, the decision was made to take advantage of Swisscom’s expertise so that the bank can focus on important business and client development needs. All eyes were on Las Vegas, USA where the

Read More