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Customer Care Feature Article


January 04, 2006

AnswerNet's Unicall Acquisition Shows Outbound Is Alive and Well

By Tracey E. Schelmetic, Editorial Director,
Customer Inter@ction Solutions magazine


The AnswerNet Network, a provider of outsourced contact center and telemessaging services has  announced its acquisition of the assets of Unicall International, Inc., an outbound and inbound contact center outsourcer based in Fairlawn, Ohio. The AnswerNet Network handles order entry, telephone answering services, sales, lead qualification and other customer management functions from 54 contact centers and two fulfillment centers. In Customer Interaction Solutions' Top 50 Teleservices Agencies Ranking for 2005, AnswerNet ranked at number 32 in outbound volume, and at number 31 for inbound volume. Unicall International has in the past been a recipient of Customer Interaction Solutions' Rising Stars Award, an honor given based on the growth of the company.

Unicall’s Fairlawn, Ohio contact center will continue to operate as part of the AnswerNet Network’s 54-site outsourcing business. Unicall president and founder Ben Harris will join AnswerNet in the role of Corporate Operations Manager, focusing on outbound services and process development. (Just when the industry has begun to "write off" outbound as no longer viable, news comes along that proves that outbound is indeed alive and well. This is an excellent example.)

The addition of Unicall is expected to continue AnswerNet’s expansion in the outbound teleservices market. The AnswerNet Outbound Group’s expansion over the last two years has been fueled by its acquisition of Custom Telemarketing Services, Inc. and its valuable URL, www.telemarketing.com. This growth should continue with the addition of the Unicall facility and team.

“Adding Unicall and its founder and president, Ben Harris, to our company further strengthens the AnswerNet Outbound Group and provides us with a very well respected and seasoned senior executive to support our growing client base,” said Gary A. Pudles, AnswerNet’s president and CEO. “Ben’s experience in managing fast growing telemarketing businesses will help The AnswerNet Outbound Group’s focus on quality service delivery and process development during this exciting time in our company’s history.”

“AnswerNet’s capabilities, expertise and personality, blended well with ours and we see great opportunities to provide more complete solutions to our combined customer base,” said Unicall’s Harris. “Unicall’s clientele will have access to more capacity and services to meet their customer contact needs”.
 
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.
 

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