South African contact center, Outworx, has recently announced its partnership with Concentrix, a global customer experience (CX) leader. Outworx will provide contact center services for Concentrix, bringing in new business from some well-known global brands to the South African operator. The partnership will benefit Concentrix through experience of the local
One of the largest American and global customer experience (CX) technology and services company, TTEC, has finally resolved a security breach on its technology systems that was identified on September 12th, in which it started recovery efforts. Although there were brief disruptions in the business, TTEC managed to resume its global operations. A full
Africa has been affirmed as a Global Business Services (GBS) powerhouse, where it is expected that the sector will reach US$20 billion by 2023, according to findings in the 2021 Knowledge Executive Africa Global Business Services (GBS) Benchmarking and Market Report. Although the continent is an emerging player in global GBS delivery, currently valued at
In Africa, Ascensos has expanded its footprint on the continent further by opening a new operation in Cape Town, South Africa, creating 150 new jobs. Read the full article here. An acquisition has taken place across the continent to the north, where Egyptian B2B, e-commerce platform, MaxAB, has secured US15 million funding for the acquisition of
In European news, German online learning platform start-up, Masterplan.com, has managed to attain an investment amount of €13 million that will be used to further expand the development and distribution of its propriety software. Tripling its year-on-year revenue during 2020, Masterplan has distributed its digitalized learning platform to over 250 companies
Indian CX and digital outsourcing leader, Hinduja Global Solutions Ltd., has sold its healthcare services arm to Baring Private Equity Asia at a sale value of US$1,2 billion. The transaction is planned to be wrapped up in 90 days, where all client contracts, employees, and assets will be transferred to the new owner. The group’s healthcare services vertical
Czech digital security and privacy giant, Avast, and NortonLifeLock, a global leader in consumer cyber safety, are merging through a recommended offer by NortonLifeLock. The merger is based on strategic and financial rationale in creating a new, influential consumer cyber safety operation. Leveraging off established brands, technology and innovation of both
U.S.-based BPO leader, iBex, has opened its fifth site in Jamaica in the Sunshine City area of Portmore. 1,300 new, digitally enabled jobs will be created, adding to the company’s 5,200 employee base on the Caribbean Island, contributing to US$40 million in annual salaries. iBex’ Wave X technology suite will be leveraged to rapidly train agents to meet its
In the Caribbean, Jamaican call center operator, Itel, has acquired its Guyana-based rival, Emerge BPO. As a result, Itel has gained some wealthy U.S. clients and has added 700 seats in its operations. Emerge BPO is located in Guyana’s capital, Georgetown, which has sufficient infrastructure in place to scale the Jamaican company further. It also has
In the U.S., video call giant Zoom Video Communications Inc. has acquired Five9, a cloud-based call operator, for US$14,7 billion. The deal is seen as a diversification strategy by Zoom to sustain its incremental growth rate it has experienced since the advent of the COVID-19 pandemic. With normalisation setting in due to rapid vaccinations and return to
In the Americas, Webhelp a global provider of customer experience (CX) and business solutions, has announced its intent to acquire
OneLink, an innovator in digitally-enabled CX, BPO and technology services supporting tier one brands throughout the United States, Europe and Latin America. Following the acquisition, which is subject to approval of
In European news, it is estimated that the global centre software market will achieve a compound annual growth rate (CAGR) of 20.9% between 2020 and 2026, where the market will grow from USD$24,1 billion to USD75,5 billion during this period. The increasing adoption of contact centre technologies, social media channels, virtual and cloud-based contact centre
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