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News : Bertelsmann and Saham Plan to Create Customer Relationship Management Group

#contactcenterworld, @bertelsmann_com

Rabat, Morocco, and Gütersloh, Germany, Sept 18, 2018 - Bertelsmann and Saham have announced to enter into a long-term partnership and plan to combine their worldwide Customer Relationship Management (CRM) businesses. The new company would employ around 48,000 people in 25 countries

Thomas Rabe, Chairman & CEO of Bertelsmann: "We are opening a new chapter for the Arvato CRM businesses. The new company would hold leading market positions in Europe, Africa, and the Middle East as well as a strong presence in the Americas and Asia. It plans to invest several hundred million euro in the next years, to further expand its regional footprint and to enhance its digital capabilities and services to its customers."

"We have a high regard for Saham and its founders, a family of impressive entrepreneurs and business builders. Saham has been an excellent partner to Bertelsmann since 2004 with deep expertise in CRM."

Moulay Mhamed Elalamy, spokesperson for Saham: "Our Group has witnessed throughout the years the strong vision and the quality of the Bertelsmann management team. We are therefore delighted to take our partnership with Bertelsmann to the next level. Together, we are fully committed to invest long-term in growth, expand our regional footprint, provide digital solutions to our customers and create employment. The new company shall be well positioned to participate in the strong growth of the worldwide CRM markets, in particular for digital companies, telecom providers, and financial institutions."

The new company would have around 25,000 employees in 10 European countries, namely France, Germany, Spain, Portugal, Ireland, the Netherlands, Poland, Romania, Georgia, and Estonia. In addition, it would have 14,000 employees in Egypt, Morocco, Senegal, Ivory Coast, Togo, Qatar, and Saudi Arabia and 9,000 employees in Asia (India, the Philippines, Malaysia), and the Americas (Canada, the U.S., Mexico, Peru, Colombia). Its client portfolio would include blue-chip companies from around the world, including many of the largest tech companies.

The new company’s chairman of the board would be appointed by Saham. The CEO, appointed by Bertelsmann, would be Thomas Mackenbrock. Following several years at McKinsey, Mackenbrock began his Bertelsmann career in 2006 and has held various senior management positions. Further appointments would be announced in due course.

The completion of the transaction is subject to regulatory approvals and proper employee representative consultation process. The new company is expected to be formed by January 2019.

#contactcenterworld, @bertelsmann_com

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.bertelsmann.com


About Bertelsmann:
Company LogoBertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds.
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Today's Tip of the Day - Voice Mail

Read today's tip or listen to it on podcast.

Published: Thursday, September 20, 2018

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2021 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

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 

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