Category: Weekly

GBS WORLD NEWS | WEEK 1 | DECEMBER 2021

Poor customer service threatens $4,7 trillion in annual revenue from global consumers who are dissatisfied with customer service. The 2022 Global Consumer Trends report by Qualtrics was compiled from interviews with over 23,000 consumers across 23 countries. The report found that 80% of consumers believe customer experiences need to be improved. 62% of

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GBS WORLD NEWS | WEEK 4 | NOVEMBER 2021

Consumer impact on green economy initiatives has influenced Tink, one of Europe’s leading banking platforms, to partner with a Sustainability-as-a-Service provider, ecolytiq. Tink will offer customers sustainability products, such as personalised impact footprint calculations (e.g. CO2) and guides on how to make smart, sustainable spending choices. Tink’s

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GBS WORLD NEWS | WEEK 3 | NOVEMBER 2021

Contact centers in Europe and the UK are continuing to adopt remote work models and new technologies to address changes in consumer behavior and customer service in the wake of the COVID-19 pandemic, according to a new report published by Information Services Group (ISG). The report for Europe and the UK also evaluates the capabilities of 28 providers across

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GBS WORLD NEWS | WEEK 2 | NOVEMBER 2021

Asian Pacific consumers expect a ‘human touch’ in customer experience (CX), according to a research report by Forrester. Despite strides in digital transformation and the deployment of more efficient self-servicing channels, the 1,200 customers surveyed across Australia, Hong Kong, Indonesia, Malaysia, the Philippines, and Singapore have indicated that

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GBS WORLD NEWS | WEEK 1 | NOVEMBER 2021

South African business process outsourcing (BPO) providers, including iContact BPO South Africa, have been called by the UK energy regulator to manage the surge of new customers amid an energy crisis faced by the country. As pointed out by iContact BPO South Africa’s CEO, Clinton Cohen, it is not only an issue of restoring energy supply, but also managing

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GBS WORLD NEWS | WEEK 4 | OCTOBER 2021

Indian information technology services and consulting company, Tata Consultancy Services (TCS), has partnered with Heritage Life Insurance Company, a U.S. insurance and reinsurance services provider, to revolutionize customer experience for policy holders. TCS conducted an analysis of Heritage Life Insurance Company’s entire customer journey, developing a

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GBS WORLD NEWS | WEEK 3 | OCTOBER 2021

In North America, globally renowned video teleconferencing provider, Zoom, has decided to abort its acquisition of Five9, a leading cloud contact centre platform, as Five9 shareholders rejected the deal. This would have been the second-biggest tech deal of the year, valued at US$14,7 billion, where Zoom had the opportunity to rapidly increase its

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GBS WORLD NEWS | WEEK 2 | OCTOBER 2021

South African digital transformation giant, Altron Peoples Solutions, has been acquired by iSON Xperiences Ltd, a leading global CX management firm. Taking effect on October 1st, the acquisition is part of iSON Xperiences’ strategy to expand their foothold in the African market. Since Altron was purchased as a going concern, management assure that there will

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GBS WORLD NEWS | WEEK 1 | OCTOBER 2021

Australian offshoring company, BruntWork, has been named the top outsourcing company in Australia by Review Rumble. BruntWork assists Australian businesses scale their operations in sales, support, and web development through source low-cost, high-input talent in the Philippines. Their ability to service both large, listed companies and emerging start-ups

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GBS World News | Week 4 | September 2021

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

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GBS World News | Week 4 | August 2021

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

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GBS World News | Week 3 | August 2021

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

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GBS World News | Week 2 | August 2021

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

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GBS World News | Week 1 | August 2021

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

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GBS World News | Week 4 | August 2021

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

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GBS World News | Week 3 | August 2021

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

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GBS World News | Week 2 | August 2021

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

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