Outsourcing

Alorica opens an innovation lab and digital business processing management operations in Bengaluru, India.
Posted May 09, 2019

Ubiquity Global Services is opening a 300-seat contact center in Hanover Township, Pa.
Posted April 23, 2019

King TeleServices' operations will become part of Continuum Global Solutions.
Posted April 23, 2019

Zappix is leveraging its on-demand customer service and automation technology to provide self-service capabilities for monetization by business process outsourcing partners.
Posted April 11, 2019

Strategic partnership will automate some of CGS's contact center outsourcing businesses.
Posted April 03, 2019

The new company brings together several contact center services providers that fell under the Bertelsmann and Saham labels. (Featured on DestinationCRM.com.)
Posted February 19, 2019

J.Lodge provides contact center monitoring and quality assurance with a team of Americans with disabilities and veterans.
Posted October 11, 2018

The contact center services provider is opening new facilities in Guatemala, Mexico, and Jamaica.
Posted October 04, 2018

CX100 blends technologies from Avaya and Bright Pattern.
Posted August 08, 2018

The deal, valued at $2.8 billion, will see Convergys merged with SYNNEX's Concentrix subsidiary. (Featured on DestinationCRM.com.)
Posted June 29, 2018

By acquiring Intelenet, Teleperformance is strengthening its added-value Specialized Services business.
Posted June 15, 2018

AnswerNet and Connect Direct are bringing customer service solutions and jobs to deaf and hard-of-hearing people.
Posted June 12, 2018

The business process as a service market is expected to reach $72.25 billion by 2025, with customer support and service making up the largest-growing segment.
Posted April 04, 2018

Digital customer experience will enhance India's role in customer experience services delivery, Nelson Hall research suggests.
Posted February 21, 2018

New site underscores Arvato's continued growth to support business operations in North America.
Posted February 13, 2018

The service give U.S. companies contact center options in the same time zone.
Posted February 06, 2018

$31 million contract covers contact center facilities, equipment, integration, testing, and more.
Posted January 24, 2018

The name change reflects the company's new digital focus and expanded service offerings.
Posted January 09, 2018

Contact center services providers are responding to client preference for onshore or nearshore services and more automation, ISG finds.
Posted January 02, 2018

Kosovo is the latest location in the company's European expansion plans.
Posted December 20, 2017

Contact center outsourcing firm Alorica is opening facilities in China and Japan to handle demand for services in Asia.
Posted December 04, 2017

Contact center outsourcing is becoming a key influencer of corporate customer experience strategies, the research firm has found.
Posted August 23, 2017

The acquisition expands TELUS's U.S. and international presence.
Posted August 21, 2017

TeleTech Humanify delivers personalized, end-to-end customer engagement through consulting, technology, and operations.
Posted June 21, 2017

Voxai clients can now add callback options to their contact centers.
Posted March 07, 2017

Avaya Enterprise Cloud for BPO, developed with Spoken Communications, addresses the digital transformation needs of contact center outsourcers.
Posted February 14, 2017

How to make the build, buy, or outsource decision.
Posted January 17, 2017

Conduent launches as a separate company for customer service and contact center outsourcing.
Posted January 04, 2017

Investments in technology and staffing are centered on the growing customer need for an integrated digital experience, researchers at Everest Group reported.
Posted August 03, 2016

Convergys' acquisition of the largest owner-operated customer management company in Germany expands its European footprint.
Posted July 07, 2016

After the acquisition, Alorica will employ more than 91,000 people in 154 locations spanning 16 countries across five continents.
Posted June 02, 2016

Transcosmos expands its call center business and enhances its mult-language support and back-office functions for e-commerce.
Posted April 28, 2016

Interactions, a provider of speech and natural language technology, and Arise Virtual Solutions, a provider of work-from-home agent business process outsourcing (BPO) services, have partnered to expand the delivery of conversational virtual assistant solutions for customer care.
Posted April 22, 2016

European customers will show greater preference for technology-based services than agent-based services, finds Frost & Sullivan.
Posted December 02, 2015

Technology solutions will drive differentiation and growth for Business Process Outsourcing providers, says Frost & Sullivan.
Posted October 29, 2015

Increased need for cost reduction is one of the major growth drivers.
Posted February 25, 2015

Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.
Posted October 09, 2014

Argentinean and Chilean markets to see a spurt in demand, while Brazil forecasted to have slower growth.
Posted August 08, 2014

Key verticals driving demand include telcos, financial and insurance.
Posted March 14, 2014

Outsourcers augment value-add technology offerings with analytics, hosted and cloud-based contact center applications.
Posted February 13, 2014

$820 million deal furthers Convergys' global presence in outsourced customer management industry.
Posted January 08, 2014

Professional Services Automation can improve project profitability by providing details about consulting engagements including customer history. Here's how to get customer background and technical details at your fingertips.
Posted November 12, 2013

Frustrated with trying to understand a customer rep in a foreign country? Overloaded with seasonal demand? Companies like XACT Telesolutions are helping to solve these problems and others.
Posted September 24, 2013

Company's technology serves thousands of agents in 30 countries on five continents.
Posted September 20, 2013

Buyers look to service providers for customer retention and growth.
Posted September 06, 2013

Companies collaborate to offer solutions to the insurance industry.
Posted September 05, 2013

SaaS technology provides access to 100,000 call center agents.
Posted August 14, 2013

Customer retention, channel management and customer analytics channels spurs increase in global CCO market.
Posted August 06, 2013

Frost & Sullivan finds that market investments are expected to rise sharply before stabilizing in the long term.
Posted August 05, 2013

In addition to China, the company contracts with clients in the US, Canada, Europe, and Australia.
Posted August 05, 2013

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library