Webhelp Plays Crucial Role in Shaping the Future of the Contact Centre Industry in South Africa
Leading global business process outsourcing and customer experience expert, Webhelp, is putting its international experience and pedigree behind...
Webhelp Netherlands, a leading player in the transformation of customer experiences, is pleased to announce the acquisition of Telecats, a company specialised in the deployment of voice and speech technology.
Customer experiences and business processes are changing rapidly due to the increasing use of technology. This acquisition confirms Webhelp’s growing reputation as a technology enabler and strengthens its position as the best partner for innovative customer contact solutions.
Speech technology increases quality and efficiency in customer contact
Telecats is the Dutch market leader for speech recognition in customer contact solutions. These solutions include customer identification, call steering, self service and analytics. The use of speech technology in contact centres has been proven to increase NPS and employee satisfaction, whilst reducing average handling time and repeat traffic. The Telecats systems are used by a large number of clients, including leading blue chip Dutch and European companies, and handle millions of calls each month.
Gert-Jan Morsink, CEO Webhelp Netherlands and member of the Board of Directors at Webhelp said: “We are very pleased with this acquisition and the new opportunities this presents to our clients. Our clients can expect to see us drive a new technical agenda for smart solutions with best in class technology paired with our unrivalled human touch. This allows us to further improve the customer experience whilst reducing the total cost of ownership through smart solutions.”
Wim Luimes, CCO of Telecats about the deal: “I am very enthusiastic about the possibilities for our company. The international portfolio and Webhelp’s ambitions will undoubtedly help us meet our growth ambitions. As experience innovators we could not have found a better partner and look forward to making use of our combined expertise to create a sustainable improvement in customer experience.”
Telecats’ headquarters will remain in Enschede and will facilitate the anticipated growth over the coming years. The current management and staff have maintained a significant interest in the company. The day to day operations will continue to be led by the current management; Jan Willem Mulder, Martin Spitholt and Wim Luimes.
Earlier acquisitions and partnerships
Webhelp is a leading global business process outsourcer with a portfolio focusing on service provision, solution design and technology enablement. In 2016 Webhelp acquired several companies focusing on social media strategy (Netino) and digital strategy (MyStudioFactory) showing its continued commitment to being a business process partner for its clients.