For the next edition of our Tech editorial series, one of our guest tech experts, James Connors, focusses on how to choose the right technology vendor for your business. As businesses strive to provide exceptional customer experiences and enhance their contact centre operations, the selection of technology vendors becomes a critical decision. There is information readily available from all areas so one of the struggles I see is, how do you cut through the noise and understand who the best technology platforms are, do they align with what you are looking for and how do you know they’re credible?

Ascensos have announced the launch of 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 which brings together proprietary and partner digital and AI-enabled solutions to accelerate the CX transformation programmes of retail and ecommerce brands.

Ascensos has partnered with ESG platform and services provider myConsole in a first for BPO, to deliver on its business commitments for sustainability and governance. Ascensos CEO, John Devlin, commented: "The announcement of our partnership today with myConsole demonstrates our continuing commitment to our clients, our colleagues, and the communities in which we operate - building on our Ascensos Local model, our impact sourcing strategy, and our adoption of sustainable energy initiatives at our sites.

Arvato CRM Solutions has partnered with real-time productivity, optimisation, and process mining platform, KYP.ai to continue driving its digital transformation and AI (artificial intelligence) offering. The strategic partnership will enable Arvato to enhance its already established artificial intelligence and RPA (robotic process automation) solutions, providing clients with further scope for digital transformation through AI-powered intelligent automation.

A Birmingham-based business outsourcing specialist has committed to a monthly £1,000 donation to the city’s Children’s Hospital for the next 12 months. The team at Sigma Connected, which provides contact centre services for the utilities, retail, telecommunications and financial services sectors, have pledged the four-figure monthly sum for the hospital’s iMRI appeal, which is aiming to raise £1.5 million to invest into new brain surgery technology. The monthly pledge from the company builds on a six-year relationship during which time Sigma Connected has raised over £63,000 for the hospital, helping to support the care it provides for thousands of sick children every year.

Customer service outsourcing experts Kura underlined its global ambitions with the launch of a new site in South Africa. The new operation, which sits just north of Durban in Richefond Circle, opened at the end of June and is in addition to their existing sites in South Africa and in the UK. The independent outsourcer provides a range of technologically-advanced contact centre services and software solutions for some of the world’s most successful brands, and the new site complements its existing base which is also located in Durban suburbs, north of the city. The opening of Kura South Africa’s newest location comes hot on the heels of another milestone in the business’s storied history after celebrating five years in the country.

Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, proudly announces the launch of its comprehensive Zendesk training packages. A proud Zendesk Premier Partner since 2019, Route 101 already offers a range of Zendesk services including health checks, optimisation and configuration. With the new training packages, the business aims to empower users with the knowledge and experience needed to get the most from their Zendesk instance.

Kenya’s potential as a premier destination for Business Process Outsourcing continues to gain momentum, signified by the growth, and demand seen for CCI Kenya sites. With Over 3500 agents now supporting over 30 international brands across multiple sectors ranging from Travel & Hospitality to Retail & E-Commerce. CCI's confidence in this growing demand is bolstered by their commitment to building a new, purpose built and sustainability focused site in Tatu City, Nairobi. A 5000-seat state of the art facility that aims to be ready in Q1 2024 to add to CCI Kenya's global delivery network.

Editorial – BPO Market ConsolidationThis spring, there was a flurry of merger, acquisition and branding activity across the BPO sector globally, including TP acquiring Majorel. the Concentrix and Webhelp deal,…

Teleperformance, a global leader in digital business services, recently announced that it has signed a multi-year, $185 million Azure Cloud commitment with Microsoft to deliver comprehensive Microsoft Cloud infrastructure solutions to clients. Through the partnership, Teleperformance is also leveraging Microsoft Azure artificial intelligence (AI) to launch TP GenAI, a new suite of AI solutions that enable faster, more efficient, and improved business processes that deliver enhanced customer experience.