#contactcenterworld, @sykes_global

Tampa, FL, USA, Oct, 2018 -- Sykes Enterprises is spending to buy Symphony Ventures, a London company that uses software robots to automate a lot of routine business tasks.

Sykes sees the acquisition as a chance to take a role in an emerging area of technological expertise known as robotic process automation, or RPA.

In announcing the deal, Sykes president and CEO Chuck Sykes said adding Symphony’s specialties will help his company work with clients to modernize, optimize and integrate their digital operations and improve customer service.

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"The digital revolution continues to transform our clients’ businesses, their customer service needs, and by extension, the customer support industry," he said. "The acquisition of Symphony is another significant step in building our company’s capabilities to succeed."

Sykes, based in Tampa, mainly used to focus on providing call-center customer service after its clients made a sale. Over the last three years, however, it has acquired two other companies — Qelp and Clearlink — plus 30 percent of a third, Xsell, that together have allowed it to add services ranging from assistance navigating software challenges to marketing and analytics to real-time support for sales agents.

Acquiring Symphony, the company said, is another step in that evolution.

"The world of intelligent automation systems is approaching a tipping point," Sykes said. "We’re excited to be able to participate in this new technological advancement in a meaningful way."

#contactcenterworld, @sykes_global

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