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Ubiquity Offers Services Including ACD in Univision Enterprise's Prepaid Card Program

By Madhubanti Rudra, TMCnet Contributor

One year old BPO start-up Ubiquity Global Services is seemingly in high spirit after bagging a major contract from a well known media house catering to Hispanic markets. Ubiquity revealed that it has inked a multi-year deal with Univision Enterprises, an Univision Communications subsidiary. Ubiquity will be providing a range of bi-lingual services for Univision's General Purpose Reloadable (GPR) card program.

A number of Ubiquity team members were previously hired to provide customer service for Univision's GPR product, which according to Univision is “a culturally relevant, safe, and cost-effective alternative to cash and checks.” A thoroughly satisfied Univision decided to cement the relationship through a multi-year contract.

“Continuing our relationship with the Ubiquity team was a natural decision. Several members of Ubiquity's team had provided services to us previously, and were instrumental in the development of our successful customer experience program. In our quest to continue delivering outstanding service to our prepaid card customers, Ubiquity was an ideal choice,” Vice President of Prepaid Financial Services at Univision Communications Scott Scovel said in a statement.

The services covered in the contract include multi-channel customer service, mailroom and process fulfillment work. Also included in the contract are a range of Interactive Voice Response (IVR) services that include application design, development and VoiceXML (News - Alert) hosting.

It will be relevant to mention that in the recent times, Ubiquity has made substantial investments to expand its product and service offering and the newly introduced IVR services are the outcome of these efforts.

In order to deliver the services, the company is going to leverage its global cloud ACD solution. The services will be delivered from its recently completed facilities in Manila, Philippines and San Salvador, El Salvador.

Ubiquity further revealed that it will continue to make substantial investments throughout 2013 with an aim to expand its offerings. As part of the initiative, several new products and services are likely to debut in the upcoming months.

“We're thrilled to welcome Univision to our rapidly growing company. Many members of our team were previously engaged in providing services to Univision's GPR product, and we're looking forward to our continued partnership. We're also excited to be launching our IVR services with Univision, we believe that our integrated approach will yield significant savings and enhance customer experience,” President of Ubiquity Global Services Matt Nyren said.

In August last year, Univision Communications  announced an innovative new media planning and buying initiative-- Base Media Plus-- that empowers its advertisers to execute interactive video ads across all devices.

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