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News : MCI BPO Announces the Acquisition of Guthy-Renker’s Contact Center Service Operations; Appoints Greg Thomas as President

#contactcenterworld, @myoceanx

Miami Beach, FL, USA, Feb. 20, 2023 - MCI is proud to announce the acquisition of OceanX LLC, a wholly owned subsidiary of Guthy-Renker Ventures LLC. OceanX provided contact center technology, services, and brand reputation management for some of the most recognizable brands in the world.

With a contact center delivery footprint and network across both Eastern and Western Hemispheres, including Central America, Mexico, and East Asia, the OceanX acquisition by MCI brings an expanded global footprint to service new and existing customers. With a team of leadership, program managers, customer service, customer retention, and social media/digital ambassadors, the OceanX CC team brings talent to the MCI customer base on day one. MCI will operate the OceanX CC division as "MCI Business-Process-Outsourcing-as-a-Service (BPOaaS)."

Additionally, MCI has announced that Greg Thomas will serve as President & COO. MCI has seen record growth over the last 5 years organically as well as through the acquisition of strategic assets. To help continue the growth trajectory, MCI bolsters the executive management team to operate MCI’s existing and growing footprint of nearshore and offshore global delivery centers, technology, and services.

Greg joins MCI from the telecommunications/multiple service operator industry. In Greg’s most recent position as SVP – Customer Experience & Operations, he was responsible for leading customer service, technical support, customer retention & revenue growth for one of the largest broadband & video service providers in the United States. There, he was pivotal in transforming the customer experience, and spent the last 12+ years in senior strategic, analytical, and operational capacities.

"I am honored to assume the role of President & COO of MCI. I am a fan of MCI’s history, and I am looking to continue the meteoric growth that MCI has had by strategically focusing on our growing global footprint. I’m grateful for the opportunity, and I look forward to working with the strong management team in place to further our growth ambitions globally, domestically, and digitally. Having been on the client side my entire career I know what it takes to be a trusted and value-added partner to our clients. Continuing MCI’s two-decade growth trajectory while maintaining and growing relationships with the most prominent brands in the world, remains our priority," said Greg Thomas, President, and COO of MCI.

"MCI is well positioned and has been growing extremely fast over the last twenty years. MCI was once again named to Inc’s List of Fastest Growing Privately Held Companies for 2022. MCI and its subsidiaries have made Inc’s list roughly 18 times in the last 20 years. As the world and economy are shifting, so is MCI, to deliver the market’s desire for nearshore and offshore digital contact centers empowered by North American analytics, systems, leadership, management, and security.

The acquisition of the OceanX contact center brings a deeply tenured and talented team that has been providing global support services to Guthy-Renker, one of the world’s largest and most respected direct to consumer (DTC) marketing companies, for the last 30 years. The addition of Guthy-Renker’s designated contact center will further bolster our dynamically growing global support offerings for new and existing customers," said Anthony Marlowe, CEO of MCI.

On the appointment of Greg Thomas as President & COO, Marlowe said, "I’m delighted to welcome Greg to the MCI family in this newly formed position. Greg is a proven leader with a long track record of driving transformative change throughout his career. He has a unique skill set that blends leadership, operations, analytics, finance, and business strategy, and I am confident he has the vision to guide MCI’s operation & growth initiatives. Our clients will immediately feel the positive influence of Greg’s leadership."

#contactcenterworld, @myoceanx

Posted by Veronica Silva Cusi, news correspondent

About MCI:
Company LogoThe biggest Mobile communication company of Iran with about 60 Million clients.Company Profile Page

About OceanX:
Company LogoHeadquartered in Silicon Beach, we are a fully-integrated technology platform company focusing exclusively on physical memberships and subscription services. Specialties: Membership Commerce, Membership Services, Subscription Billing, Customer Insights, Selling Direct
Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Communication Is Key

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

Published: Tuesday, February 21, 2023

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2024 Buyers Guide Automation

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
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