Outsourcing

The deal between Sitel and Majorel that was originally announced in June has broken down.
Posted September 21, 2022

CRM magazine reveals its top five picks in 11 categories across customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 07, 2022

Technavio expects only 3.96 percent annual growth for the worldwide contact center outsourcing market through 2027.
Posted August 26, 2022

Alorica has turned to Sanas to deliver real-time accent translation capabilities and remove dialect-based friction from customer contacts.
Posted June 24, 2022

24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022

Sitel and Majorel together would create one company with 240,000 employees worldwide.
Posted June 20, 2022

ConneXio Cloud is a suite of contact center and CRM software and services.
Posted June 01, 2022

Contact center outsourcer ContactUs has undergone a rebranding that brings a new customer engagement strategy.
Posted April 20, 2022

GigCX in some respects is better at customer service than traditional company agents in a contact center.
Posted March 08, 2022

When renovating your customer experiences, hiring a customer experience-as-a-service contractor might be the way to go.
Posted February 25, 2022

Companies looking to transform their customer service operations should look to partners with digital-first capabilities, Avasant advises.
Posted February 04, 2022

Atento's new service allows hearing-impaired consumers to be attended to in sign language through videoconferencing.
Posted January 18, 2022

Senture acquisition strengthens Teleperformance's position in government services.
Posted December 30, 2021

SOC 2 certification means Quality Contact Solutions met standards for data security and availability.
Posted December 13, 2021

Worldwide, we're seeing gaps in the supply chain due to shortages of products, but the CX economy is also experiencing gaps. Here's what can be done.
Posted November 15, 2021

The OneLink acquisition positions Webhelp to expand operations in the Americas.
Posted July 14, 2021

The combined contact center outsourcing company will employ 155,000 people in 39 countries, serving more than 600 clients in more than 50 languages.
Posted June 18, 2021

Atento's Virtual Hub is a management center for work-from-home CX agents. (Featured on DestinationCRM.com.)
Posted May 28, 2021

Talkdesk is partnering with customer experience consultancy PPT Solutions to offer administrative services for contact centers.
Posted April 14, 2021

Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021

Uniphore's partnership with Tech Mahindra brings optimized contact center operations for the work-from-home era.
Posted December 09, 2020

The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020

Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020

EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions.
Posted September 14, 2020

The VoiceFoundry acquisition adds Amazon Connect cloud contact center to TTEC's Humanify Cloud CX ecosystem.
Posted August 05, 2020

Firstsource Solutions can now add Zappix's visual IVR to its contact center offerings.
Posted July 16, 2020

Lifesize and Serenova announced a united corporate brand following their merger in March.
Posted June 19, 2020

Uniphore brings its auMina and akeira automation technology to Sitel's customers.
Posted May 27, 2020

Latin American outsourcers need to provide mare value for clients to remain competitive, Frost & Sullivan contends.
Posted February 14, 2020

Koncept Analytics expects the global outsourced customer experience market to reach $81.5 billion in 2023, growing at a compound annual rate of 3.51 percent.
Posted January 31, 2020

The $1 billion deal adds scale, enhances TELUS' solutions portfolio, and expands its European presence.
Posted December 05, 2019

The Insight Partners expects robust growth in customer care outsourcing in Europe.
Posted October 08, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Bright Pattern and Toga Customer Services will power contact center digital transformation for Latin American companies.
Posted June 11, 2019

Sparkcentral has signed a reseller agreement with IntelCal to bring its solutions to Central and South America.
Posted May 21, 2019

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