The contact center industry continues to work its way to wards the core of the other industries, this is making it now an essential part of the company’s processes. The contact centers today seem like an essential part of the company, especially for those in the retail industry outsourcing companies that provide call center services now look at ways on how to capture the growing demand for the contact centers. The one way as to how the outsourcing companies try to cope with the ever changing demand for the contact center solutions, it would be to expand their service offerings. In expanding one’s service offerings, through the modification of the internal company components, it would mean that they need to invest on a new set of talents, software and other operation necessities, which is why companies today seem to prefer to turn acquisition to expand operate immediately once all the documents and the agreement that has been finalized. This is allowing them to fully maximize the opportunity.
The ACS which is a Xerox company made an announcement that it is to acquire Education Sales and Marketing to the further their service offerings in the higher educations market. The group President of the financial group of ACS, pointed out that the education Sales and Marketing will provide voice support to attend to the inquiry calls ACS has been receiving and to provide assistance in managing the complexities of the entire student life cycle from enrollment to the alumni relations. The acquisition mentioned above shows that the companies such as those offering business process and Information Technology solution are looking to widen their service offerings by the incorporating the business of a contact center with their own processes. The acquiring company would be able to expand their client portfolio or extend their global reach, tapping those locations where the acquired company is based. This is not always the case as contract center solutions providers are also looking at the opportunities that will make a room for the company.
The first half of the year comes to a close, a contact center based in Hong Kong made an announcement that it has acquired Humsay I Global Service Ltd is a call center solutions in provider based in India. The acquisition will lead Chatter Box to add five additional clients in its book, including British Telecom. The Chatter Box’s Chief Operating Officer has mentioned in the press release that the company is still eyeing a number of acquisitions in the future.
REFERENCE:
http://www.blog.infinit-o.com/contact-centers-determined-expand-acquisitions/
