iSON Xperiences has taken a majority stake in financial recovery services provider, CSS Credit Solutions Services (CSS), TechEconomy.ng can report.
The amount of the transaction was not disclosed, however, TechEconomy.ng understood that CSS would continue to operate as a separate brand to maintain the affinity and credibility they have built over the years with their impressive portfolio of clients.
iSON Xperiences and CSS will work together to bring tailored business process outsourcing (BPO) solutions across the globe.
Both companies have extensive experience and skills in developing and implementing innovative customer experience management and credit management solutions, and will strive to grow the key markets of South Africa, from Egypt, UK, USA, India and Europe.
“At the heart of the joint venture is the fusion of the powerful qualities and capabilities of technology, artificial intelligence (AI), big data, people and process management to create synergies in valuable end-to-end credit and customer experience management. iSON Xperiences and CSS bring together a mutual collaboration of resources, expertise and complementary learnings, which are leveraged to meet a growing demand for specialized services in the banking, telecommunications, retail and financial services,” says Pravin Kumar, Global CEO of iSON Xperiences.
Expansion into pan-African and global markets
iSON Xperiences is a leading multinational customer service provider, with a workforce of over 18,000 team members in 18 countries.
The company has key expertise in customer lifecycle management, including voice and non-voice contact center solutions and back-office operations.
In addition to the telecommunications and financial services sectors, the company operates in the fintech, retail, insurance, travel and hospitality sectors, but not only in the consumer goods sectors. . CSS has, for the past 24 years, operated in the financial services and retail sectors in South Africa, primarily offering outsourced financial recovery services, technology-enabled call center solutions, automated robotic management of documents and legal processing services.
The business partnership, which was funded by Investec Bank Limited South Africa, allows iSON Xperiences to further strengthen its presence in South Africa, providing extensive customer services, consolidating contact center facilities and leveraging talent premises to develop activities in the Pan-African. business landscape.
At the same time, CSS will be empowered to expand beyond the South African market now that the company is part of a multinational group of companies with operations in 18 geographies.
This exposes CSS to an abundance of resources, technology capabilities, wide geographic reach and vast experience within the iSON Xperiences structure as a leading BPO service provider.
“The new partnership enables CSS to integrate into existing infrastructure both in the pan-African market and also globally. This gives us the ability to continue to provide exceptional services, enter new verticals and expand our services to existing and potential customers,” said Guy Brooks, President of CSS.
Provide unconventional tailor-made solutions for customers
The complementary values, services and operations of iSON Xperiences and CSS, their shared interests and passion for people and technology give this strategic partnership the potential to create world-class service delivery. In addition to collective resources and expertise, companies are eager to develop applications that add value in different markets. Over the next year, the partners plan to leverage the best of artificial intelligence to harness big data and technology for more informed strategic decision-making.
“Our collective expertise puts us in a unique position to create both unconventional customer and credit experiences. We will develop innovative new-era applications that our markets can benefit from, but most importantly, through the shared knowledge of iSON Xperiences, we will be able to better understand and meet the immediate needs of our customers,” says Brooks.
“Using strategic investments in the areas of customer experience and new-age delivery models, business development and relationship management, global multi-geo operations, as well as P&L delivery and business ownership. business, we aim to disrupt conventional BPO markets,” Kumar adds.
The advantage for small and medium-sized businesses
Cost-effective and well-managed services are of paramount importance for customer lifecycle management, which iSON Xperiences and CSS services can perfectly support.
This is particularly the case in the SMB market, as well as large enterprises that depend on the development of consumer-centric and personalized services to gain competitive advantage.
With an unwavering commitment to providing the best service and building customer loyalty, the partnership between CSS and iSON Xperiences aims to provide local SMEs with intellectual property and technology solutions that set them apart from their peers in the market.
“We understand that every business has specific needs and believe that a ‘one size fits all’ approach is not effective in generating fruitful returns for our clients. This is why we offer ‘tailored credit solutions’. We We are very excited to integrate our pillars of people development and technology innovation with the dynamic customer experience management expertise of iSON Xperiences,” says Brooks.
CSS’ has a human capital of over 750 specialists in their field, and all are backed by world-class technology and physical infrastructure that will help the company expand into global and untapped African markets, while iSON Xperiences expands its vision to become one of the largest BPO and business process management organizations in South Africa, conclude Kumar and Brooks.