24-7 Intouch Announces Acquisition of Latin American BPO Innovative Contact Solutions
WINNIPEG, Manitoba. October 16th, 2013 – 24-7 Intouch Inc announced today the acquisition of Innovative Contact Solutions (ICS), a multichannel Business Process Outsourcer (BPO) located in the heart of the Americas, Guatemala City, Guatemala. ICS services local and international clients with bilingual solutions ranging from traditional inbound calls, to back office work including help desk, order fulfillment, email response and live chat.
“Our clients are searching for a cost effective, near shore option that provides a skilled labor force, that can maintain a high-touch customer experience,” says Greg Fettes, President & CEO of 24-7 Intouch. “Acquiring ICS, a boutique market leader in Latin America, furthers 24-7 Intouch’s continued commitment to providing innovative global solutions to our customers. ICS shares our vision for the future of our industry and we are very excited to collaborate with such a great team.”
Located in the same central time zone as 24-7 Intouch’s U.S. and Canadian headquarters, the ICS facility provides a strategic advantage for the company’s clients requesting a near shore alternative. In addition, Guatemala is fast becoming a preferred destination for contact centers offering a highly qualified labor force, neutral accent and US cultural affinity. The facility currently houses 240 seats and is rapidly expanding its capacity to 600+ seats by the end of the year, bringing 24-7 Intouch’s global capacity to over 2,400 contact center workstations.
“We have similar values and corporate culture, making 24-7 Intouch a great fit for our company,” says Elsa Silva, CEO of ICS. “We are thrilled about this partnership and are confident the additional expertise and technological advances brought by 24-7 Intouch will further strengthen our offering to current clients, and also allow us to expand into new markets.”
ICS Founders Elsa Silva, Katina Aycinena, and Silvia Bonatti will remain as key executives for the company and continue to operate the Guatemala business. For the interim, ICS will operate under the Innovative Contact Solutions brand.
“It will be business as usual for ICS,” states Fettes. “The current operational expertise played a large part in our decision to acquire this company. Our North American team is here to support in any way we can”.
About 24-7 Intouch
24-7 Intouch is a global contact center outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments. Using the most advanced technology, comprehensive insights, and brand specialists for each account, 24-7 Intouch is able to provide a multichannel approach, via voice, live chat, e-mail and social media management. This customizable, customer care method allows clients to utilize business insights to deliver lifetime customer loyalty and increase incremental revenue. With over 13 years of experience, the 24-7 Intouch team takes pride in creating a top to bottom brand alignment for clients to create the ideal customer experience.
The company continues to grow to accommodate the needs of new and existing clients. They currently operate offices in Canada, USA, Guatemala, and India.
About Innovative Contact Solutions (ICS)
Innovative Contact Solutions is a first class contact center located in the heart of Guatemala City, Guatemala, the new near shore location for contact centers. ICS is dedicated to providing outsourcing contact center solutions customized to our clients needs. ICS offers fully bilingual agents and the advantage of being in a Central Time Zone location.