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News : Kura Group Buys the Contact Centre Division of Parseq

#contactcenterworld, @wearekura, @parseqbpo

Glasgow, Scotland, Aug 22, 2018 -- Scotland-based customer services outsourcer, Kura Group, has bought the contact centre division of Parseq, the international business process outsourcing firm.

The terms of the sale, which follows a successful turnaround of the business led by its Executive Chairman and CEO Rami Cassis, are undisclosed, but the deal creates significant value for shareholders.

Parseq’s Finance and Administration division, which is Parseq’s historic core business, will continue to operate from its existing site at Hellaby, Yorkshire.

Parseq was originally founded by Mr Cassis as Documetric in 2007, following the buyout of Atos Origin’s payment processing division where he was Managing Director.

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In 2010, following a string of acquisitions, it acquired AIM-listed business software group Intelligent Environments Group in a reverse takeover. Mr, Cassis subsequently took the business private in 2012 as a significant shareholder by setting up his own Private Equity fund. Having overseen significant growth Mr Cassis then stepped back from the day-to-day operation of the business and appointed a sub advisory team from another PE firm to manage business operations.

After a period of poor trading, he terminated the sub-advisory team and the Parseq board and returned to an executive role as Chairman and CEO in October 2016. 

The sale will allow Parseq to focus on the continued growth of its Finance & Administration division, which will continue to offer a range of solutions to manage and streamline back office processes. 

Commenting on the sale, Rami Cassis, Executive Chairman and CEO of Parseq and Managing Partner of Parabellum Capital, said: "The turnaround and sale of Parseq’s contact centre division demonstrates the value of investors who can deliver operational knowledge as well as capital. Too many private equity firms lack meaningful management experience, and as a result are failing to maximise the potential of the businesses in which they invest.

"The last 5 years have helped to shape and focus my strategy on current investments and future acquisitions. Deep domain expertise remains crucial but so does the company you keep in these ventures. My focus remains the acquisition of mid-market firms & corporate disposals in fintech, business services, oilfield services & defence.

"I now look forward to supporting the leadership team to continue Parseq’s stellar growth through its Finance and Administration division, which has secured nine new client wins this year and has a strong sales pipeline up to 2021, whilst remaining focused on developing Parabellum Capital’s investment portfolio."

#contactcenterworld, @wearekura, @parseqbpo

Posted by Veronica Silva Cusi, news correspondent
Source: https://sbnn.co.uk


About Kura:
Company LogoRESPONSE is a customer contact centre and business process outsourcer, providing services for a number of the UK’s most successful brands. With over 2,200 employees across three locations, we manage over 1.8million customer interactions each month on behalf of our clients. Our Software Solutions Team create products that not only assist us to differentiate our own contact centre capabilities but also provide support for other organisations in meeting their own customer contact objectives. RESPONSE is more than just an outsourcer. We focus on building rewarding relationships with our people, our clients and their customers.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

About Parseq:
Company LogoParseq offers services that cover the full range of Contact Centre Operations, through to a full suite of Finance and Administration processing.
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Do Your Wall Boards Really Help?

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

Published: Thursday, August 23, 2018

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2020 Buyers Guide Artificial Intelligence

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
PH: 855-GO-BALTO

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

6.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

7.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)
PH: 0800 999 1882

8.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

9.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417

10.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

11.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

12.) 
TrendzAct

Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
PH: 3854343250

13.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890

14.) 
VOZIQ

VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.

With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
 
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