Customer services today are not just for answering questions and resolving issues—these services allow companies to gather valuable information regarding consumer demand that can be used to create new products and services. Now, with the myriad channels by which customers can communicate with businesses, these dialogs are happening at an increasingly rapid rate, and consumer interests are changing just as fast.
So how does a company or call center keep up? VXI, a business process outsourcing (BPO) and IT outsourcing (ITO) services provider, is looking to provide clients with solutions powerful enough to keep pace with changing consumer demands, and shake up the call center solutions market in the process. This week, VXI announced its acquisition of Symbio (News - Alert), a provider of outsourced product development (OPD) services. Under the terms of the acquisition, VXI will gain Symbio’s innovative software product development, design, and quality assurance capabilities to create an enhanced series of solutions. Despite the deal being an acquisition, the combined company will continue under the two brands for the time being.
"Market leaders are seeking ways to evolve into the next phase of servicing their customers in order to move beyond the traditional models of contact center and omni-channel support,” explained Eva Wang, CEO of VXI. “Taking advantage of current and future interactive technologies to make consumers' lives easier and hassle free is the key to retaining and growing market share. The acquisition of Symbio will help the new VXI to deliver business-driven solutions to our clients to help them win in the marketplace every day."
While VXI specializes in voice of the customer (VoC) BPO services to global brands, Symbio offers a full portfolio of research and development as a service (RDaaS) solutions, such as strategic insight, agile software development and quality assurance, and globalization. With their forces combined, VXI believes the two companies will be able to take on the entire end-to-end customer value chain for clients, by offering enhanced services applicable to all stages of the processes—from customer sales and services to product development and service delivery.
"This is a game changer for our clients and the IT and business services industry as a whole,” added Jacob Hsu (News - Alert), CEO of Symbio. “By combining VXI's industry leading BPO capabilities with Symbio's product development capabilities, we can help our clients to develop more effective customer-centric innovation strategies and enhance the entire user experience value chain. I'm excited by this once-in-a lifetime opportunity to drive new value for both company's clients."
Following the acquisition, VXI will employ 17,000 experts across the United States, Europe, South America and Asia-Pacific, making it a truly global force in the call center solutions industry
Edited by Maurice Nagle