Charlottetown, PEI, Canada, & Kingston, Jamaica -- Advantage Communications Inc., 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."
Posted by Veronica Silva Cusi, news correspondent
About Advantage Communications:
Advantage 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.
About First Kontact Center:
First 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.
Published: Friday, January 10, 2020
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