GBS WORLD NEWS | WEEK 3 | DECEMBER 2021

GBS WORLD NEWS | WEEK 3 | DECEMBER 2021

American business process outsourcing (BPO) provider, Conduent, has been announced as a market leader in Cloud HR Transformation Services by NelsonHall in its 2021 NelsonHall Evaluation and Assessment Tool (NEAT) Vendor Report. Conduent’s recognition was owed to its ability to deliver immediate benefit and to meet future client requirements in six focus areas, including efficiency, Europe, multi-country, North America, SuccessFactors capability, and workday capability.

Over in Jamaica, global business services company, Concentrix, is planning to employ an additional 500 BPO workers for its local operations. Earlier this year, Concentrix announced that it will be adding 1,000 more workers across its Montego Bay and Kingston operations. In addition, Concentrix has maintained its hybrid working model in light of the ongoing COVID-19 pandemic.

Customer onboarding seems to be riddled with inefficient processes. The usage of multiple tools, manually soliciting feedback from customers, and dependence on project managers for status updates are some of the inefficiencies cited in a survey by Rocketlane. The report shows the top reasons for customer escalations during onboarding and implementation and challenges in the onboarding process.

Speaking about onboarding and customer support, Africa’s largest broadcasting and pay television company, MultiChoice, will be utilizing omnichannel solutions provided by FreshWorks to enhance customer service. Freshservice® and Freshdesk® will be the two solutions integrated into customer support channels that will create faster omnichannel customer support across IT and support teams for South African MultiChoice subscribers.

DMV Veterinary Centers, a 24-hour emergency and specialty pet hospitals and services provider across Canada, has announced that it has partnered with 8×8 Inc, a cloud communications platform provider, to deploy 8×8 Contact Center. The solution will enable DMV to meet increasing demand for veterinary services while enhancing customer experience (CX) for pet owners.

The global payroll outsourcing market is expected to grow by US$6,15 billion between 2020 and 2025, at a compound annual growth rate (CAGR) of 5.72%, according to a recent Technavio report. North America will account for 54% of the market’s growth as most organizations in the region rely on payroll outsourcing services. Service providers are encouraging businesses to transform the way they conduct their payroll services by leveraging automated sub-processes, business analytics and big data.

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