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News : Advantage Communications Inc. Acquires First Kontact LLC

#contactcenterworld, @advantage_call, @first_kontact

Charlottetown, Prince Edward Island, Canada & Kingston, Jamaica  January, 2020 -- Advantage Communications, a global BPO Contact Center using new technologies to design customer experience (CX) strategies, has acquired a majority shareholding in a Mexican Contact Center, First Kontact LLC.

Through the acquisition, Advantage Communications will be able to deliver its CX and CX technologies to a wider Spanish speaking client base, while at the same time continuing to strengthen its core service offerings with more multilingual capabilities across North America and the Caribbean.

First Kontact’s proximity to the Tijuana Mexico/San Diego USA International Border, not only provides a high percentage of bicultural and bilingual personnel, but the location also gives First Kontact Contact Center agents contextual knowledge of US geography, mainstream brands, and business behavioral and cultural nuances. First Kontact agents are 100% fluent in both English and Spanish, highly educated and trained to engage in high-quality business conversations.

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Clients of Advantage Communications will now have access to increased multilingual customer service representatives, giving them new ways to serve their North and Central American Spanish-speaking customers as well as improving their coverage in the Mexican market and far beyond.

"ACI and First Kontact have both been in pursuit of a common mission, centered on empowering our teams and delivering world-class service to clients," said Gregory Hough, President and CEO at Advantage Communications Inc. "This acquisition is a key part of our growth strategy to employ more people in the markets we service, and reinvent the Contact Center with high-standards of operational excellence, innovative technologies such as artificial intelligence, and omnichannel communications."

Juan Gutiérrez, founder and former CEO of First Kontact LLC, will continue to participate in the company’s growth as a significant shareholder, active Executive and as an Advisor to ACI’s CEO, Hough. 

Gutiérrez said, "This deal brings together a long-standing, successful Canadian & Caribbean organization with one of the best Contact Centers in Mexico. ACI has grown a fantastic business and enjoys an amazing culture similar to First Kontact. Gregory and I both care deeply about individual and collective growth, and we find deep meaning in the work we do to make a difference for our clients. Together we’ll do just that."

#contactcenterworld, @advantage_call, @first_kontact


About Advantage Communications:
Company LogoAdvantage Communications Inc. provides outsourced Customer Relationship Management solutions to clients across North America. Advantage has developed core expertise in Technical Support and Customer Care applications. We have a strong client portfolio in the Customer Service, Internet Service Provider, Application Service Provider, Hardware, and Software industries. Located in Charlottetown, Prince Edward Island, Eastern Canada, we provide high quality, technologically advanced CRM services via an outsourcing relationship that is transparent to our clients' customers.
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About First Kontact Center:
Company LogoFirst Kontact is an experienced Bilingual Contact Center that provides IT services in Tijuana, Mexico such as Inbound and Outbound Sales, Collections, Customer Service, Technical Support, Social Networks, Market Research and Chat Support. Our proximity to the US Border provides our agents with critical knowledge and understanding of the US geography, culture and lingo in bringing a bilingual professional service.
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Today's Tip of the Day - A Welcome Call

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Published: Monday, January 13, 2020

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2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
 
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