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“Ayudamos a los bancos digitales a lograr la satisfacción y la lealtad de sus clientes”

Los bancos digitales, aunque están en pleno auge, son un segmento en construcción; dialogamos con Germán Morilla, director comercial de Debitia.

La empresa que él conduce es una fintech que brinda servicios a la banca digital, bajo la modalidad SAAS, de manera original utilizaron el acrónimo: CAAS, que significa, Collection as a Service. Además de ser pioneros y arquitectos de esta nueva banca poseen gran experiencia en bancos digitales locales e internacionales. En esta nota, Germán Morilla, nos ayuda a comprender, de qué se trata este tipo de servicios y por qué día a día ganan terreno respecto a la banca tradicional… Leer más

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Expert Chat Service Provides SAP Customers with Access to Live, Real-Time Support Options

SAP SE (NYSE: SAP) today announced that it is continuing to help businesses “run live” with its Next-Generation Support approach.

The Expert Chat service – a live chat function that connects SAP customers to technical support experts instantly – helps resolve incidents nearly twice as fast as those reported through traditional support channels.

From simple to complex problems, Expert Chat enables SAP customers to get the help they need faster. Most notably, incidents that had required more than one interaction through traditional support methods performed best. Currently, the Expert Chat service is available for all support levels and almost all solutions.

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Aegis Achieves the Leader Position in the IAOP Global Outsourcing 100 List 2017

Aegis Limited, a global outsourcing and technology services company, today announced that it has been featured in the Leaders category of the IAOP® 2017 Global Outsourcing 100 list. The Global Outsourcing 100 list serves as the essential industry reference of innovative outsourcing services companies in the world. Aegis has been named with this coveted distinction in the Leaders category of Global Outsourcing 100 list for the 7th consecutive year.

The Global Outsourcing 100, in its twelfth year currently, is an annual ranking by IAOP of the world’s best outsourcing service providers and serves as an essential reference for companies seeking new and expanded relationships with the best outsourcing services providers. Featuring in The Global Outsourcing 100 list is a matter of pride for service providers, as it helps prospective buyer’s shortlist preferred vendors on the basis of an independent, objective assessment.

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“Guatemala is becoming the best nearshore destination of Central America and the caribbean for the BPO industry”

Today in Guatemala there is 60,000 agents in the BPO industry, presence of big national and international companies, services exported to the United States, Canada, Mexico, the caribbean and Spain.

Its industry is highly organized and along with the local government the goal is to generate over 100,000 employments within the industry by 2020 this based on a strategic plan to develop Human Resources, Infrastructure and promotion.

We spoke to Jorge Alvarado SVP of Bluemind Outsourcing located in San Pedro la Laguna. A multilingual contact center and BPO that offers multiple services to local and international clients  with a strong compromise to provide and extraordinary service

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TeleTech Awarded General Services Administration (GSA) Information Technology (IT) Schedule 70 Contract

TeleTech Holdings, Inc. (NASDAQ: TTEC), a leading global provider of customer experience, engagement and growth solutions, received a General Services Administration (GSA) Information Technology (IT) Schedule 70 Contract award in the final quarter of the government’s fiscal year 2016.

The company’s customer experience solutions, offered through TeleTech Technology, are now available to federal, state, and local government buyers through GSA IT Schedule Contract Number GS-35F-151GA. TeleTech Technology is approved by the General Services Administration to provide solutions under GSA IT Schedule Special Item Number (SIN) 132-51: Information Technology Professional Services. GSA Schedule 70 contracts support general purpose commercial information technology equipment, software and services.

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Transforming a Contact Center into an Insights Center

teletechnewsCustomers have simple expectations. They expect the brands with whom they do business to know who they are when they reach out. Customers also expect these brands to be able to call upon past information to quickly resolve their issues.

The problem is, if companies don’t have strong analytics capabilities in place, they will have a hard time feeding their associates the insights they need to meet – and exceed – these seemingly basic desires.

The result, not so surprisingly, is frustrated customers that are likely to take their business elsewhere, and unhappy employees that are less likely to be engaged with their work. Beyond talking points and lip service, what is the true state of customer centricity?   Read more

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Everest Group Positions HCL Amongst Leaders for Retail Banking BPO


HCL Technologies (HCL), has been recognized as a Leader by Everest Group in its recently published report, “Retail Banking BPO – State of the Market with PEAK Matrix™ Assessment 2016”.

According to the report, HCL has witnessed best-in-class revenue growth in retail banking BPO, supported by its strong capability in regulatory and risk management support services. It also highlights HCL’s balanced shoring mix with a strong presence in both onshore and offshore delivery locations.

For this study, Everest Group evaluated 19 retail banking BPO service providers and classified them into three categories of Leaders, Major Contenders, and Aspirants. Leaders demonstrated all–round excellence in terms of both market success and delivery capability.    Read more

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inContact Positioned by Gartner as a Leader in Magic Quadrant for Contact Center as a Service, North America

paul_jarman«Identified by Gartner as a leader in the Contact Center as a Service marketplace is an honor we are very proud of as we strive to create a superior contact center solution,» said Paul Jarman, CEO of inContact. «Through our innovative solutions, aggressive roadmap and agile cloud platform, inContact will continue to deliver on our mission to provide contact centers with a suite of solutions designed to achieve and exceed our customers’ goals.»   Read more

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Mobile App soon for 108 ambulance service

calliTaking the benefit of 108 ambulance service to the next level in Uttar Pradesh, state National Health Mission would be launching a mobile application of the service. The best feature of the service is that it would make calling an ambulance as fast as ordering a flash cab.

«Trial run of the service is underway and the app is expected to be launched before Diwali,» said Alok Kumar, director, UP NHM. The 108-mobile app is one of the 11 IT interventions which won accolades for the UP NHM and UP Health Systems Strengthening Project. Alok Kumar bagged the APJ Abdul Kalam Memorial Award for Innovation for this project.  Read more

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SMS service to track subsidy card transactions

smsserviceQatar,- After conducting a poll to assess the opinion of citizens, the Ministry of Economy and Commerce (MEC) has introduced an SMS service to track the transactions made on subsidy cards by adding detailed data on each specific operation.

This initiative falls within the framework of the MEC’s efforts to improve the services provided to the public and to protect consumer rights by ensuring that subsidised materials reach beneficiaries. The notification service through SMS allows citizens to track all the transactions made on their cards.  Read more

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Atento appoints Marcelo Geraldi Velloso VP of Business at Atento Mexico

atentomxAtento S.A., the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the three top providers worldwide, has named Marcelo Geraldi Velloso VP of Business at Atento Mexico. Marcelo will lead the banking and financial services, telecoms and multi-sector business divisions at Atento Mexico.

Marcelo has more than 20 years of professional experience at large consumer companies in Latin America and, in particular, the banking and financial services sector.  Read more

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Helpline for Lonely Older people gets its one millionth call

call324The Silver Line is the only helpline available specifically for older people without more public donations charity could be forced to close vital out-of-hours service for lonely and isolated older people.

Silver Line launches appeal to raise £1.65 million to keep the helpline going 24/7   The Silver Line helpline for lonely and isolated older people (0800 4 70 80 90) has received its one millionth call in just over 2½ years.  Launched by Dame Esther Rantzen in November 2013, the charity’s leaders say they have been stunned by the epidemic of loneliness they’ve uncovered among the nation’s older people.  Read more

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Helplines launched for expat workers


The Ministry of Expatriates Welfare and Overseas Employment has created a call center for Bangladeshi expatriates and their relatives at home to solve issues or provide information about any problems they might face

Expatriates Minister Nurul Islam inaugurated the service yesterday at Dhaka’s Prabasi Kallyan Bhaban in the presence of Bangladeshi 41 labour attaché from 27 embassies. The service was initiated by Wage Earners Welfare Board with technical assistance from the Access to Information (a2i) project.

It has been named ‘Prabashbondhu Call center’ (Foreign Friends Call Centre) and initially launched for expatriates living in three countries – Saudi Arabia, Malaysia and Jordan – as a pilot project.  Read more