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Archive for March 16th, 2014

The Libra Group invests in COCO-MAT in exchange for a 50% stake in the company

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– Iconic Greek ‘eco bedding’ company, COCO-MAT, welcomes new partnership that will drive global growth and create jobs

– International business group, the Libra Group, is principal investor alongside Cycladic Group

ATHENS, Greece, March 13, 2014 /PRNewswire/ — The Libra Group has announced that it is the principal investor in 50% of COCO-MAT and has formed a joint venture with the leading Greek manufacturer of specialist mattresses, other natural sleep products and furnishings. Partnering with the Libra Group in this investment is the independent investment firm, the Cycladic Group, owned by Dimitri Goulandris and his family. This alliance between privately-held family businesses is designed to facilitate the global expansion of COCO-MAT through access to the Libra Group’s extensive global infrastructure.

Established in 1989, COCO-MAT is a leader in natural sleep products (mattresses, beds, pillows and bed linen) as well as furniture and accessories for homes and hotels. The company competes in the high end of the mattress market and is a leader in the fast-growing ‘eco-bedding’ category which leverages both the ‘sleep awareness’ and ‘natural living’ trends that are prevalent, especially in export markets. COCO-MAT beds follow a highly sustainable manufacturing process comprising multiple layers of natural materials, providing optimal support to the human body without the use of non-organic products such as metal springs. The company currently has 70 points of sale including 29 outside Greece.

The Libra Group is a diverse international business group comprising 30 subsidiaries active on five continents. It has a strong presence both in North and Latin America as well as Europe, Middle East and Asia, all of which present substantial growth opportunities for COCO-MAT. Libra Group also has extensive travel and hospitality interests globally which represent a key sector in which COCO-MAT is active — the company’s mattresses are used by numerous luxury hotels and under a recent agreement all First Class seats aboard Etihad Airways aircraft will feature COCO-MAT products. This is Libra’s first investment in retail and manufacturing in Greece although the group has been actively investing in the country during the economic downturn, notably in the renewable energy and hospitality sectors. Representatives of the new investors will join the COCO-MAT board.

COCO-MAT is already active in 12 countries and expects its global footprint to grow significantly over the next five years. In the retail segment the joint venture’s business plan stipulates both additional COCO-MAT-owned flagship stores and new franchised retail outlets. The company will also establish new channels to market such as online sales. The wholesale market will be developed through strategic agreements with architects and interior designers, international hotel groups, airlines and cruise liners. The anticipated growth will result in significant new employment for skilled personnel in the company’s headquarters and regional centres as well as production jobs in COCO-MAT’s facilities in Xanthi, Greece.

Emmanuel Androulakis, Executive Vice President of the Libra Group, commented: “Coco-Mat is a cherished brand that we have long admired and for which we see significant international growth potential. The business has an exceptional record of product innovation and brand loyalty. We share COCO-MAT’s values and vision and these are key ingredients for a successful long-term partnership. We have great faith in the COCO-MAT philosophy and in its management team. Furthermore, we believe strongly in the underlying strength of Greek businesses and of Greek human capital and expect to continue expanding our investment and operations in the country. We would also like to thank Invest in Greece for their guidance and support during the negotiation and completion of this transaction.”

Mike Efmorfidis, the co-founder and CEO of COCO-MAT, added: “We are excited to welcome our new partners as strategic investors in our company, which will help us take a successful Greek brand to the next level as a truly global player. Our joint strategy is to expand into new geographies and sales channels and to take advantage of the largely untapped wholesale markets. We expect our new partners’ market insight, global presence and extensive network of industry contacts to help COCO-MAT achieve its growth ambitions. We in turn would like to thank Marios Sophroniou of BBSL who initiated the strategic alliance and was Coco-Mat’s exclusive advisor”.

Notes to Editors:

About the Libra Group
The Libra Group is an international business group with principal operations in five core sectors: shipping, aviation, real estate, hospitality and energy. The group which is owned by the Logothetis family comprises 30 subsidiaries operating across five continents. Libra is distinguished by a combination of traditional values, new ideas and an agile mindset that allows it to take advantage of opportunities. (www.libra.com)

About Cycladic Group
London-based Cycladic Group is an investor in, and creator of, businesses. Founded in 2002 by Dimitri Goulandris to invest capital on behalf of his family and other investors, the group has invested in over 30 businesses and founded five in the U.S., Europe, India, Africa and Latin America. Cycladic works closely with its investee partners to help them achieve their ambitious goals.

About COCO-MAT
COCO-MAT is a company based in Greece which was established in 1989 with the mission to improve peoples’ quality of life by providing the best possible premium sleep products (primarily mattresses, beds and pillows) using solely natural materials which are derived from sustainable resources. COCO-MAT is defining the market category of natural sleep products and has operations in 12 countries including USA, Germany and China, by focusing on three core elements:

Producing premium high quality natural sleep products
Offering a higher level of customer service
Providing an informative customer experience whose aim is to raise customers’ awareness on the personal and societal benefits of using natural products

(www.coco-mat.com)
Source: Libra Group

Written by asiafreshnews

March 16, 2014 at 9:52 pm

Posted in Uncategorized

NC4 Teams with CyberTech, Further Expanding Global Footprint

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— NC4 finalizes alliance with CyberTech, India’s Global Leader in GIS-based Public Safety Solutions

EL SEGUNDO, Calif., March 13, 2014 /PRNewswire/ — NC4 Inc., a leader in revolutionizing safety and security, has teamed with CyberTech Systems and Software, a global leader in GIS-based Public Safety Solutions to bring NC4’s world-class Safety and Security Solutions to Indian organizations. A key component of the alliance is the opening of the 24×7 CyberTech International Monitoring Center (CIMC) in Thane, India. Utilizing NC4 world-class technology and processes, the CIMC will focus on gathering information and intelligence on all-hazards incidents throughout India. Also cogent to this alliance is CyberTech’s reselling NC4 risk mitigation solutions to the India market.

In the wake of increasing threats such as terrorism and natural disasters across the Indian subcontinent, corporate security responsibilities have grown beyond basic damage management services to also include effective and predictive risk mitigation and damage minimization strategies. This alliance serves to expand CyberTech’s ability to provide public and private organizations in India with the best tools and techniques to ensure business continuity while safeguarding assets and employees, while expanding NC4’s intelligence gathering capabilities in India.

“We are excited to team with NC4,” remarked Steven Jeske, Executive Vice President at CyberTech. “We have solved complex organizational and safety challenges for public and private organizations, and with the launch of the CyberTech International Monitoring Center in India and offering NC4’s Global Risk Center Solutions in the India market, we will be able to extend advanced risk management solutions to the Indian market to revolutionize how Indian businesses collect, manage and disseminate risk-related information.”

“NC4 has experienced tremendous global expansion over the past six years,” said NC4 President and CEO, Jim Montagnino. “Teaming with CyberTech will enable us to bring our safety and security solutions to an even larger market, while expanding our capacity in gathering timely, relevant intelligence that will benefit our customers.”

About NC4

NC4 provides revolutionary safety and security solutions that empower government and business with accurate, timely and secure information. NC4 solutions are used in the public sector by, federal, state and local agencies in both emergency management and law enforcement disciplines, and in the private sector by companies involved in financial services, high-tech, insurance, manufacturing, aerospace and defense, oil and gas, pharmaceuticals and healthcare, as well as several other industries. NC4 takes a comprehensive and integrated approach to safety and security by providing: relevant global security and travel intelligence, analysis, traveler tracking, and real-time threat alerting to mitigate risks; a common operating picture for fighting crime and managing emergencies; and a platform for secure communication and collaboration. For information about NC4, visit http://www.nc4worldwide.com/ or call toll-free, +1-877-624-4999.

About CyberTech

CyberTech has been a global leader in GIS-based Government Services and Public Safety Solutions for more than ten years. With a pan India presence, the company offers the best and most dependable security solutions that address the challenges of security organizations across India. CyberTech has delivered measurable benefits for organizations across the country, including government, corporate, healthcare, police, seaport security, railways, fire control and rescue, and national asset protection. To learn more about CyberTech, please visit http://www.cybertech.com or call +91-22-2580-9362.
Source: NC4 Inc.

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March 16, 2014 at 9:39 pm

Posted in Uncategorized

Automotive, Banking and Telecommunication Industry Players Recognized at Frost & Sullivan’s Inaugural Customer Experience Awards

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KUALA LUMPUR, Malaysia, March 13, 2014 /PRNewswire/ — Frost & Sullivan celebrated and recognized deserving Automotive, Banking and Telecommunication industry players at the inaugural Frost & Sullivan Best Practices in Customer Experience awards banquet held on Thursday, 13 March 2014 at the DoubleTree by Hilton Hotel in Kuala Lumpur.

The Frost & Sullivan Best Practices in Customer Experience awards programme seeks to recognize companies that have pushed the boundaries of excellence, delighting their customers at every stage and in every interaction, rising above the competition and demonstrating outstanding performance in their industry.

“Frost & Sullivan defines customer experience as the sum of all experiences a customer has with a supplier of products and services, over the duration of their relationship with that company,” said Sapan Agarwal, Senior Director, Global Best Practices Research, Frost & Sullivan.

He continued, “Increasing competition in the marketplace, empowerment of customers through new technologies such as social media, macro-economic climate change and others have resulted in a greater focus on the customer experience. To stay competitive and survive, businesses need to reassess the way they are structured, function and build relationships with customers.”

Taking a holistic approach, Frost & Sullivan measures customer sentiment across various touch points and throughout the customer lifecycle in various industries. With this research initiative, it becomes an effective measurement tool for businesses to benchmark themselves against industry standards and peers.

Frost & Sullivan surveyed 6,500 end-customers across 12 countries in the Asia Pacific region, focusing on the industries of Automotive, Banking, and Telecommunications. Frost & Sullivan benchmarked customer experience across all key touch points (such as retail, contact center, services and support) though the customer lifecycle. The survey is also unique in terms of its focus on measuring both customer sentiment (emotions and feelings) as well as rational opinions.

For more details on the 2014 Frost & Sullivan Best Practices in Customer Experience awards, log-in to http://www.frost-apac.com/ce/. You can also connect with Frost & Sullivan on social media, including Twitter, Facebook, SlideShare, and LinkedIn, for the latest news and updates.

The 2014 Best Practices in Customer Experience awards was held in conjunction with Frost & Sullivan’s 6th Annual Customer Interaction Malaysia summit.

Media partners for the awards banquet include Business Today and Top 10 of Malaysia.

Media contact:

Carrie Low
Corporate Communications, Asia Pacific
P: +603 6204 5910
E: carrie.low@frost.com

2014 Frost & Sullivan Best Practices in Customer Experience Awards Recipients
Country Award Category Recipient
Australia Best Customer Experience in Automotive Honda
Best Customer Experience in Banking Bendigo & Adelaide Bank
Best Customer Experience in Telecommunications Telstra
Best Customer Experience in Telecommunications – In Store Optus
Indonesia Best Customer Experience in Banking Bank Central Asia
Best Customer Experience in Telecommunications – In Store XL Axiata
Best Customer Experience in Telecommunications – Services PT Telekomunikasi Selular (Telkomsel )
Best Customer Experience in Telecommunications – Customer Support Channels PT Telekomunikasi Selular (Telkomsel )
Thailand Best Customer Experience in Banking Siam Commercial Bank
Best Customer Experience in Telecommunications Advanced Info Service
Taiwan Best Customer Experience in Automotive Nissan
Best Customer Experience in Banking Taishin International Bank
Best Customer Experience in Telecommunications Chunghwa Telecom
Philippines Best Customer Experience in Banking Bank of Philippine Islands
Best Customer Experience in Telecommunications Smart Communications
Singapore Best Customer Experience in Automotive BMW Asia
Best Customer Experience in Banking OCBC Bank
Best Customer Experience in Telecommunications – Services Starhub
Best Customer Experience in Telecommunications – In Store SingTel
Best Customer Experience in Telecommunications M1
China Best Customer Experience in Telecommunications China Mobile
Malaysia Best Customer Experience in Automotive Honda Malaysia
Best Customer Experience in Banking Public Bank
Best Customer Experience in Telecommunications Celcom Axiata

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion
Source: Frost & Sullivan

Written by asiafreshnews

March 16, 2014 at 9:28 pm

Posted in Uncategorized

Frost & Sullivan: Internet of Things and its Impact on Customer Interaction

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~Frost & Sullivan Hosts Customer Interaction Malaysia Summit in Kuala Lumpur

KUALA LUMPUR, Malaysia, March 13, 2014 /PRNewswire/ — Frost & Sullivan recently hosted the 6th Annual Customer Interaction Malaysia Summit on the 13 March 2014 at the DoubleTree by Hilton, Kuala Lumpur. Customer Interaction and Experience have become the buzzwords in many industry sectors today, as companies seek to differentiate themselves and evolve from being product or service focused to being customer oriented.

It is no longer sufficient to measure the customer service at the contact centre, but look at the total value chain of the customer perception from all key touch points, as well as different aspects of the customer lifecycle. This one-day summit aims to provide businesses with powerful tools to enhance their customer experience, differentiate themselves from competitors, and build roadmaps for implementing effective strategies.

“Today’s contact centers are evolving rapidly from having a primary focus on voice interaction to the use of multiple channels across multiple devices. Apps are becoming the major form of engagement across a wide array of activities such as booking taxis and making payments,” said Mr. Andrew Milroy, Vice President of ICT Research, Frost & Sullivan Asia Pacific.

In his keynote presentation, Mr. Milroy discussed the evolution of the contact center and the implications of the Internet of Things on customer interaction.

“This is creating a situation where customers can potentially engage with organisations using many different objects or things. As more and more things become IP enabled, it will be possible to reach customers in many different ways such as via a car dashboard or a wrist band,” said Mr. Milroy.

Throughout the summit, Frost & Sullivan and other the industry experts discussed how businesses can improve customer experience, the impact of big data, the benefits of Interaction Process Automation (IPA), the importance of personalization, as well as insights into customer experience in the Banking and Healthcare industries.

Presenters and participants included industry experts from Bank Simpanan Nasional, BP Healthcare, Celcom Axiata, Contact Centre Association of Malaysia, Interactive Intelligence, Jabra Asia Pacific, Standard Chartered Bank, Tenaga Nasional, and YTL Communications.

For more details on this summit email your request to carrie.low@frost.com or visit http://www.frost-apac.com/ci/malaysia/.

Interactive Intelligence is a Gold Sponsor while Jabra is a Partner Sponsor. Media Partners include Business Today and Top 10 of Malaysia while Association of Customer Experience Industry of Malaysia (ACE) is a Supporting Organizations for the summit.

The inaugural 2014 Best Practices in Customer Experience awards was also held in conjunction with Frost & Sullivan’s 6th Annual Customer Interaction Malaysia summit.

About Frost & Sullivan Malaysia
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants. Frost & Sullivan established an office in Kuala Lumpur, Malaysia in 2000. The Kuala Lumpur office currently has more than 100 dedicated consultants covering 9 major industries across 18 countries in Asia Pacific.

Frost & Sullivan is also proud to partner with Multimedia Development Corporation and i2M Ventures Sdn Bhd, a wholly-owned subsidiary of Khazanah Nasional Berhad to set up a Global Innovation Centre in Medini. The Global Innovation Center in Iskandar will serve Frost & Sullivan’s global operations and offices, providing opportunities for local employees to work on global projects, while developing and delivering capabilities that assist in driving Growth, Innovation and Leadership for our local and global clients.

MEDIA CONTACT:
Carrie Low
Corporate Communications
E: carrie.low@frost.com
P: +603-6204-5910

http://www.frost.com
Source: Frost & Sullivan

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March 16, 2014 at 8:51 pm

Posted in Uncategorized

Mahindra Comviva Launches Power Packed Digital Wallet Solution

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mobiquity® Wallet is a secure, convenient and feature-rich digital wallet that combines NFC, QR code and Bluetooth Low Energy
Offers enhanced experience for every consumer touch point

LONDON, March 13, 2014 /PRNewswire/ — Mahindra Comviva, the global leader in providing mobility solutions, today announced the launch of its mobiquity® Wallet, a cutting-edge digital wallet platform. This is amongst the first of its kind fully integrated digital wallet platform that supports NFC, QR codes and Bluetooth Low Energy (BLE). It will offer security, ease of use and rich features to the customers of banks, telecom operators and retailers across the globe. The platform will bring in agility to develop an ecosystem and increase revenues from existing customers and simultaneously boost customer acquisitions.

Srinivas Nidugondi, Senior VP & Head of Mobile Financial Solutions, Mahindra Comviva
Srinivas Nidugondi, Senior VP & Head of Mobile Financial Solutions, Mahindra Comviva

Mahindra Comviva’s mobiquity® Wallet is a secure, easy to use and feature-rich digital wallet solution that works on multiple connected devices. It offers support for personalization, multiple value-added services and payment methods to enrich consumers’ path to purchase. To the wallet provider and their partners, it offers a robust and flexible platform, combining innovations in payments with attention to human factor, behavior-centered experience design and cutting edge digital technology.

Speaking on the occasion, Srinivas Nidugondi, Senior VP & Head of Mobile Financial Solutions, Mahindra Comviva said, “Consumer needs are constantly evolving and we are proud to launch a digital wallet solution that focuses on consumer experience and purchase journey for payments. mobiquity® Wallet aims to deliver a connected experience to the consumers and is designed to support a large and complex ecosystem.”

mobiquity® Wallet leverages enabling technologies such as NFC, QR code and BLE for enhancing user experience by offering context aware payments. It bundles location based promotions, automated coupon redemption and loyalty card selection during checkout enabling single click payments. It can support integration into a merchant’s existing mobile application or web portal through checkout or allow in-app shopping by simply integrating into the merchant’s ERP.

“Our mobiquity® Wallet will allow businesses to re-engage and connect directly with their consumers, drive growth, and deepen their brand image by staying relevant to the change in markets and behaviours’,” added Srinivas.

The solution will enable businesses and their partners to fully leverage the potential of social media and data analytics for word of mouth advertising and one-on-one marketing. It will also help realize the full potential in a customer’s path to purchase, from discovery & payments to inducements & loyalty.

Mahindra Comviva’s award-winning mobiquity® platform is a widely deployed solution that is scalable, flexible and feature-rich. Its ability to seamlessly integrate with third party systems fosters an open eco-system. With over 120 deployments, Mahindra Comviva has garnered extensive experience of deploying large scale mobile payment projects with numerous integrations to banking systems and other ecosystem partners. Mahindra Comviva is among the top 3 mobile financial technology providers across the globe processing over 20 billion USD in payment flows, handling millions of transactions every day and serving 700+ million consumers globally.

About Mahindra Comviva

Mahindra Comviva is the global leader in providing mobility solutions. It is a subsidiary of Tech Mahindra and a part of the USD 16.7 billion Mahindra Group. With an extensive portfolio spanning mobile finance, content, infotainment, messaging and mobile data solutions, Mahindra Comviva enables service providers to enhance customer experience, rationalize costs and accelerate revenue growth. Its mobility solutions are deployed by over 130 mobile service providers and financial institutions in over 90 countries, transforming the lives of over a billion people across the world. For more information, please visit http://www.mahindracomviva.com

Media Contacts

Sundeep Mehta
Global PR & Corporate Communications
Mahindra Comviva
T: + 91-124-481-9000
pr@comviva.com
Source: Mahindra Comviva

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March 16, 2014 at 3:39 pm

Posted in Uncategorized

Will Big Power Users Switch Energy Service Providers?

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— An insight on purchase patterns for heavy electricity users in deregulated states

MOUNTAIN VIEW, Calif., March 13, 2014 /PRNewswire/ —
WHEN: Thursday, March 20, 2014 at 1:00 p.m. EDT
LOCATION: Online, with free registration
SPEAKERS: Farah Saeed Energy & Environment Principal Consultant at Frost & Sullivan

According to a recent Frost & Sullivan in-depth end-user analysis of the commercial and industrial market, approximately 40 percent of respondents expect its electricity consumption to increase within the next two years. The question is, whether this sentiment is enough for customers to switch suppliers.

The perception is that the competitive environment in deregulated states is dictated by low customer loyalty, price competition, and low market entry barriers. There are approximately 24 states that have deregulated electricity markets. This webinar will gauge customer perception and choice for heavy electricity usage in the commercial and industrial space. The analysis profiles heavy electricity users within five different sectors including manufacturing, data centers, hospitals, education, and small franchise. The webinar will also evaluate the choices for energy management service.

Reasons to attend:

Learn about customer perception in deregulated states for purchasing electricity and energy management services
Identify key market trends
Review purchase criteria for selecting an energy service provider (ESCO)

This presentation will discuss customer trends and opportunities for energy management services and electricity, it will benefit the following: utilities, ESCO, and technology providers for demand response.

Supporting Quote
“With the influx of distributed generation, pressure on regulatory compliance, growing sentiment for sustainability and corporate responsibility, the electricity market is undergoing a major transformation,” said Frost & Sullivan Principal Consultant Farah Saeed. “Discussion on the possibilities for lowering electricity consumption through energy efficiency measures has been escalated in most organizations. The question is to what degree does the current electricity offering resonates with existing customers.”

Supporting Resources
For more information about Frost & Sullivan’s Energy & Environment practice, please visit: http://www.environment.frost.com

Registration

To attend the briefing, email liz.clark@frost.com your full name, job title, company name, company telephone number, company email address and website, city, state and country. Or go here to register: http://bit.ly/1gemN3G
Receive a recorded version of the briefing anytime by submitting the aforementioned contact details.

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants.

Our “Growth Partnership” supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact Us: Start the discussion

Join Us: Join our community

Subscribe: Newsletter on “the next big thing”

Register: Gain access to visionary innovation

Contact:
Liz Clark
Frost & Sullivan
+1.210.477.8483
Liz.clark@frost.com
Source: Frost & Sullivan

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March 16, 2014 at 3:11 pm

Posted in Uncategorized

Frost & Sullivan: Mexican, Central American, Caribbean Contact Center Outsourcers Feed Off Revenues from Domestic Business and Nearshoring

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– Market participants are diversifying their service portfolios and distributing traffic to the most competitive locations to boost revenues

BUENOS AIRES, Argentina, March 13, 2014 /PRNewswire/ — The contact center outsourcing services market in Mexico, Central America, and the Caribbean experienced significantly higher growth than the Latin American market as a whole in 2013. It will continue to witness strong expansion as Mexican contact center outsourcing service providers generate revenues from domestic business and their Central American and Caribbean counterparts focus on nearshoring to the United States (US).

New analysis from Frost & Sullivan, Mexico and Central America and the Caribbean Contact Center Outsourcing Services Markets, finds that these markets earned $3.02 billion in 2013 and estimates this to reach $5.07 billion in 2020. While the telecom industry is the main vertical availing contact center outsourcing services in Central America and the Caribbean, banking, financial services, and insurance are the key industries driving the demand in Mexico.

“The Central American and Caribbean markets are well-positioned to provide high-end contact center outsourcing services to the US due to their cultural affinity with the country and the availability of a qualified workforce with a neutral accent,” remarked Frost & Sullivan Information & Communication Technologies Industry Analyst Sebastian Menutti. “Mexico, on the other hand, is well-equipped for nearshoring activities due to the adequate supply of human resources who can speak both Spanish and English.”

The Central American and Caribbean contact center outsourcing services markets are also gaining pace due to the existence of free-trade zones that offer exemptions from sales taxes, equipment import taxes, and exporting fees to providers who generate a minimum percentage of their revenue from exports.

However, the saturation of the labor markets in the main cities of countries such as Costa Rica, Panama, El Salvador and Dominican Republic coupled with the high attrition and absenteeism rates of employees in big cities is confining the expansion plans of some major participants in the region. To overcome these challenges, contact center outsourcing service providers need to set up additional centers in new locations that have the requisite manpower.

“Central American and Caribbean contact center outsourcing service providers are boosting revenues by distributing traffic depending on the competitive advantage each country possesses,” noted Menutti. “Accordingly, transactional traffic is placed in low-cost locations, back-office activities are conducted in cost-effective destinations with a high standard of education, and traditional voice services for US clients are provided from key cities in Latin America.”

Mexican contact center outsourcing service providers are also improving their profitability by diversifying their portfolios to include back-office and non-voice business process outsourcing services such as data recovery, financial services, and logistics.

If you are interested in more information on this study, please send an email to Francesca Valente, Corporate Communications, at francesca.valente@frost.com.

Mexico and Central America and the Caribbean Contact Center Outsourcing Services Markets is part of the Contact Centers & CRM (http://www.contactcenter.frost.com) Growth Partnership Service program. Frost & Sullivan’s related studies include: Global Rollup—Contact Center Systems Markets, North American Contact Center Outsourcing Market, and Latin American Contact Center Systems Market 2013. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants.

Our “Growth Partnership” supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact Us: Start the discussion

Join Us: Join our community

Subscribe: Newsletter on “the next big thing”

Register: Gain access to visionary innovation

Mexico and Central America and the Caribbean Contact Center Outsourcing Services Markets
NCD6-76

Contact:
Francesca Valente
Corporate Communications – Latin America
P: +54 11 4777 5300
F: +54 11 4777 5300
E: francesca.valente@frost.com
http://www.frost.com
Source: Frost & Sullivan

Written by asiafreshnews

March 16, 2014 at 2:45 pm

Posted in Uncategorized