We design, deliver and differentiate customer service on behalf of some of the world’s most respected brands
Customer services is about technology, because constantly evolving technology is driving up customer expectations and has the power to simplify service delivery for you. So naturally we support your customers and your need for competitive advantage.
Customer service demands experience, because service is one of your most valuable brand assets and becoming more complex to deliver. Differentiated by our experience, we are global, have know-how across the customer journey and, backed by Bertelsmann, we take a long-term perspective. So we’re your partner for the duration.
Above all, customer service is about people, because service is a human thing even if it’s delivered by a robot. And it’s people that apply technology, draw on experience, and add value. Our enterprising spirit means we’re defined by our people, who deliver effectively in the face of the unpredictable, shape the future, drive global consistency as well as individual nuance.
Driven by technology and differentiated by experience, we will ensure you perform. But powered by people we will also help you transform.
We manage 300 million customer contacts per year across multiple channels for our partners
We are in five continents, speak 35+ languages, across 100+ sites, in 27 countries, employing more than 44,000 people and have five research and development centres
We have a decade of experience managing proactive chat, employing over 2,500 advisors who speak 23 languages
We add value for our clients at each stage of the customer journey, from developing your channel and location strategies, and using analytics to get better insights into your customers, to taking you on an automation journey including robotic process automation (RPA), chatbots and artificial intelligence
We manage the full customer journey for some of the world’s biggest brands, from acquisition to customer service and support to retention and win-back campaigns that foster loyalty and increase revenues.
We are driven by technology. Our products, which range from intelligent analytics that can predict a customer’s needs to robotic process automation software, not only improve process efficiency and reduces costs, but also help transform your business.