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eCommerce Journal Authors: Kevin Jackson, Kevin Benedict, Jnan Dash, SmartBear Blog, Alin Irimie

Related Topics: CEOs in Technology, Cloud Computing, eCommerce Journal, Cloudonomics Journal, SharePoint Archiving Journal, CIO/CTO Update, Entrepreneurs and Innovators, Outsourcing on Ulitzer, Java in the Cloud

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Former Genesys CEO Launches Initiative to Reinvent Delivery of Multi-Lingual Call Center Services

Every multi-national company struggles with replicating the quality and consistency of a US-based Customer Experience for their international customers. For years contact center outsourcers shuffled agents into multiple nondescript call centers, sat them in front of antiquated premise-based systems, and somehow expected good results. “Our model fundamentally changes the way we address the marketplace for outsourced multi-lingual support. We leverage cloud computing technology and multi-lingual home agents to deliver better quality service, with less attrition, in 50 languages, for about 40% less than the cost of traditional outsourcers,” said Ad Nederlof, president of VANAD group and former CEO of Genesys (an Alcatel Lucent company).

“We have perfected how to recruit, train and motivate a group of experts, not based on geography, but on language and service skills. Powered by the NexxPhase Customer Interaction Manager, a multichannel cloud-based contact center provided by NexxLinx, we get all the key features of a Genesys platform, on an on-demand basis, for a fraction of the cost," said Craig Mento, CEO of NexxLinx.

Mento added, “One of our clients is a leading financial publication worldwide, and a recognized leader in providing an exceptional customer experience. We support them worldwide, and modeled a significant portion of our EMEA offering for their multichannel needs through our partnership with VANAD.”

Mento continued, “…Cloud computing technology in the contact center space is truly a game changer. Combined with multi-lingual home agents, it’s a cost and quality model that can’t be beat. This partnership enables companies to address their most critical business priorities, while we deliver the optimal consumer experience.”

About VANAD

VANAD Group (http://www.vanadgroup.com), headquartered in the Netherlands, is an innovator in Customer Interaction Management. VANAD helps their clients on strategic, tactical and operational levels to optimize interactions with customers or users.

About NexxLinx

NexxLinx (www.NexxLinx.com), headquartered in Atlanta, GA, is a business process and marketing services outsourcing provider that combines skilled professionals, industry knowledge and advanced technology to help our clients create profitable relationships with their customers. Our service platform is a comprehensive, cloud-based, secure contact center provided by our NexxPhase subsidiary. We perform Customer Retention, Sales Conversion, and Customer, Back Office and Technical Support Services for the nation's premier publishing, media, cable, telecommunications, financial services, e-commerce, and retail companies both in the US and around the world.

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