Webhelp expands operations in Mexico
Webhelp, a leading global customer experience and business solutions provider, is expanding its operations in Mexico. Built on a strong people-first working culture, Webhelp has a diverse global workforce of over 80,000 passionate game-changers. Since opening its multilingual hub in Mexico in 2020 the business has welcomed 285 colleagues to deliver Technical Helpdesk Services in Monterrey, Mexico.
Webhelp is looking to onboard a mix of customer service and service desk advisors, team leaders and operational managers. Those joining will become an integral part of an exciting partnership in enriching the customer experience and providing business solutions for our clients. To apply, visit the careers section of www.webhelp.com
Rogelio Aguirre, Head of Service Operations in Monterrey, saying:
Here in Mexico we are very happy to continue the success that Webhelp has shown around the world. We are excited to implement industry best practices as we continue delivering a world class service through putting people first, which is one of our main pillars as an organizational culture. Investing in our colleagues and making business more human leads to a better customer experience.
Externally credited and with multiple global award wins, Webhelp people are known as being some of the best in the industry. Driven by a unique vision and company culture of making business more human, the expansion into Mexico marks a number of recent additions to Webhelp’s strong best-shoring network.
Partner to some of the world’s most exciting brands, Webhelp will utilize its 20 years of expertise and global way of working to further drive the strong success of the CX industry in Mexico while creating job opportunities for talented Mexicans in this field with Global Executive Director of ITO Andy Webster explaining:
As a business we set ourselves apart by being passionate about the local communities in which we’re based and we’re extremely excited to have a Mexican hub. There are many benefits to operating from here, not only are we further diversifying our business, but we’re able to bring a wealth of knowledge and highly qualified specialists based in Mexico to our growing list of clients around the world.
We thrive on making a difference in the lives of people and businesses by bringing together passionate, fun-loving people and giving them the freedom and tools they need to look after our clients’ customers as if they were their own. Our teams look forward to connecting with our new colleagues in Mexico and making sure they feel part of the Webhelp family.
Note to Editors:
For more information please contact:
- Barbara Thoemke | Barbara.Thoemke@webhelp.com
For Spanish inquiries, please contact:
- Nuria Trujillo | Nuria.Trujillo@webhelp.com
Webhelp named a global CX leader by Everest Group
Webhelp Recognized as a Global Leader in Customer Experience by Analyst Everest Group for a Third Consecutive Year
Paris – 29th July, 2021
Webhelp, a leading global provider of customer experience (CX) and business solutions, has been recognized again as a Leader in Everest Group’s 2021 Customer Experience Management (CXM) PEAK Matrix® Assessment. The organization ranked strongly in terms of completeness of vision and capability, making significant progress in market impact.
“Webhelp is a global leading CXM provider with particular strength in Europe, which has recently been bolstered by acquisitions in Latin America,” said David Rickard, Vice President Everest Group. “Webhelp has also continued recent strong growth by investing in its Webhelp Anywhere platform and methodology to support virtual operations and provide tools for talent and workforce management, as well as enhanced security capabilities such as biometric recognition. Through its stand-alone global consulting business, Gobeyond Partners, it also supports clients through the entire customer journey from strategy, journey orchestration, and AI-led text analytics, which are all areas of high demand from enterprises looking to deliver digital CX transformation.”
Webhelp scored top marks from Everest Group for value delivered and vision and strategy. Client interview feedback also cited Webhelp’s adaptability, proactivity, employee orientation, ease-of-doing-business and cultural alignment as a few of its key strengths.
The report validates the significant growth Webhelp has made during the past year by focusing on developing its digital transformation capabilities and CX consulting to create value-driven end-to-end customer journeys.
Following the acquisition of Dynamicall and the more recently announced intent to acquire OneLink, the company has significantly expanded operations to support clients in particularly the United States and Latin America, and European markets, further strengthening its geographical footprint and technology capabilities.
Everest Group notes Webhelp’s proprietary methodology and platform, Webhelp Anywhere, which combines best-shoring with remote, hybrid, onsite operations, and tech-enabled capabilities to deliver flexible and tailored solutions.
Also highlighted was Webhelp’s designated program to support customer experience for start-ups and scale-ups, The Nest by Webhelp.
Everest Group notes Webhelp’s continued success after three consecutive years ranking as a Leader in its PEAK Matrix® Assessment, as well as a Leader in its CXM in EMEA Services PEAK Matrix®.
Everest Group’s CXM Services PEAK Matrix® is an annual report combining an assessment of the changing global CX landscape with evaluations of leading CX organizations. It selected 39 organizations to evaluate and compare in this year’s report based on the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and client feedback.
Olivier Duha, CEO and Co-Founder of Webhelp, said:
“As a global company committed to delivering game-changing customer journeys for our clients, we’re very proud to receive this recognition from Everest Group. We’ve focused heavily on supporting our clients, their customers, and our own people through this challenging period, and I am delighted that this commitment has delivered growth. As we invest further in regions like the U.S., Central and Latin America, and Asia Pacific, as well as capabilities like digital transformation and consulting, we are well positioned to deliver increasing value to the market.”
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Webhelp expands footprint in Americas with OneLink
Global BPO Webhelp Acquires OneLink to Expand Operations in the Americas for Customer Experience Services and Solutions
Complementary CX brands bring a game-changing, holistic approach to CX in the digital world, creating modern customer experience journeys for client brands.
PARIS — July 13, 2021 — Webhelp, a leading global provider of customer experience (CX) and business solutions, has announced its intent to acquire OneLink, an innovator in digitally-enabled CX, BPO and technology services supporting tier one brands throughout the United States, Europe, and Latin America. OneLink clients include progressive hyper-growth technology brands in areas such as shared mobility, e-commerce, fintech, fitness tech and payment apps, etc. Terms of the deal were not disclosed.
Following the acquisition, which is subject to approval of the relevant regulatory authorities, Webhelp will have revenues in excess of U.S. $2.4B, with 190 locations across 55 countries and more than 90,000 employees globally.
“Webhelp and OneLink share a similar culture and challenger mentality. We both create disruptive experiences in the digital world that position our clients as customer-focused organizations, helping them build brand loyalty and create revenue,” said Olivier Duha, co-founder and CEO of Webhelp. “Together, our combined value will offer clients access to additional locations and extended customer service and support capabilities, as well as the strength of our combined innovation in digital and technology-driven customer experience solutions.”
Webhelp continues to expand its global footprint and service offerings through organic growth and M&A activities, including 13 acquisitions in the past five years. The company recently acquired Dynamicall, now Webhelp Peru, expanding operations to support the U.S., LatAm, and European markets. Adding OneLink offers a significant expanded footprint across Latin America, an attractive best-shoring mix, and top-level nearshore capabilities for the U.S. market, as well as next-generation in-house technology solutions.
Key to the Webhelp-OneLink deal was a complementary solutions portfolio and a focus on creating exceptional human experiences aimed at driving success for clients. Both companies have built a culture of imaginative, passionate people, who are driven to build value for clients across challenging industries such as consumer tech, industrial, e-commerce, health, and finance. In a world that’s increasingly digital, both organizations are keen on leveraging the positive multiplier effects from bringing together people and technology to create incredible, seamless customer journeys. In addition, both organizations are founder-led, creating a like-minded approach to growing a global business based on the strength of an empowered workforce.
“We’re very proud of our team of Incredybles who have driven our success over the past eight years. We are all excited about joining forces with the Webhelp family,” said Eduardo Salazar, CEO and co-founder of OneLink BPO. Combining our strengths opens up opportunities to continue making real impact for our clients, our people and the communities where we work, driven by a shared ambition of creating inclusive and sustainable value.”
According to Sandrine Asseraf, Webhelp’s Group Managing Director North America, the natural fit of the companies and teams was clear from the first conversation. OneLink’s purpose-focused approach is closely aligned with Webhelp’s. Both brands are driven by a mutual and ambitious people-first culture dedicated to making a real impact for employees and clients by challenging the old ways of engaging and supporting end customers.
For Webhelp, Goldman Sachs Bank Europe SE served as exclusive financial advisor while Latham & Watkins LLP served as legal counsel. For OneLink, Rothschild & Co served as exclusive financial advisor while Greenberg Traurig, LLP served as legal counsel.
About Webhelp
Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its 80,000 passionate employees across more than 50 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.
About OneLink BPO
OneLink provides digitally enabled CX, BPO, and technology services to leading North and Latin American clients through a comprehensive portfolio of complex front, middle & back office, chatbots, AI, and various other automation services.
OneLink operates 17 centers in Mexico, El Salvador, Nicaragua, Guatemala, Colombia, and Brazil and employs over 14.000 people – the Incredybles. The company has grown since inception at a +30% CAGR. The company is currently owned by New York based private equity firm One Equity Partners (OEP) and current members of the OneLink management team.
Advisors to the deal
Webhelp
- Goldman Sachs Bank Europe SE – Paris Branch / exclusive financial advisor
- Latham & Watkins LLP / Legal advisor
- Linklaters LLP / Tax structuring advisor and legal advisor on the financing
- KKR Capital Management & Goldman Sachs Bank Europe SE – Paris Branch / financing provider
- Alvarez & Marsal / Financial and Tax due diligence advisor
- Roland Berger / Commercial due diligence advisor
- Auctus Advisors / IT Technical due diligence advisor
OneLink Holdings
- Rothschild & Co / exclusive financial advisor
- Greenberg Traurig, LLP / legal counsel to OneLink Holdings and One Equity Partners,
- KPMG / financial and tax diligence support
Webhelp’s growth in the BFSI sector earns recognition as a CX leader by NelsonHall
16th June, 2021
Major international analyst firm NelsonHall has designated Webhelp, the leading global customer experience (CX) and business solutions provider, as a “Leader” for its offerings and abilities in CX services in the banking, financial services, and insurance (BFSI) sector.
Recognized for delivering seamless execution and innovation, the group was placed highly across all four market segments: overall BFSI, revenue generation capability, CX improvement capability, and cost optimization capacity.
Ivan Kotzev, NelsonHall CX Analyst, said,
“The banking and financial services industry is undergoing rapid evolution of CX with demands for the redesign of customer journeys. Webhelp’s innovation framework and resources to rethink the customer-brand interactions and dedicated capabilities in KYC, payment processing, and fintech scale-up are essential elements in a comprehensive approach.”
The recognition Webhelp received validates its ability to deliver value to clients in the BFSI sector through innovative digital enablement and analytics-driven design leveraged to drive transformation. Webhelp, together with its dedicated consulting firm, Gobeyond Partners, has invested heavily to create innovative frameworks and drive the CX transformation agenda.
The company’s integrated BFSI platform, which builds technology-enabled solutions by mapping end-to-end customer journeys, was highlighted as a significant competitive advantage. The report also nods to Webhelp’s dedicated payment services and regulatory and compliance service offerings focused on laying a solid foundation for clients through a proprietary Know Your Customer (KYC) journey approach.
The company’s people-first culture, collaborative way of working, and end-to-end digital transformation solutions are what make Webhelp’s client experience stand out, especially for those businesses looking to retain customers and build long-term loyalty.
Matthieu Bouin, Group Managing Director, Webhelp, stated,
“NelsonHall’s recognition is a huge honor for us because we know the BFSI industry is undergoing a complete transformation. This is why we’ve strengthened our transformation capabilities together with Gobeyond Partners. Thanks to their extensive knowledge in the banking and financial services sector, we’ve worked together to design and deliver transformative customer journeys while supporting our clients’ to generate revenue and optimize costs.”
Webhelp’s program, The Nest by Webhelp, dedicated to supporting start-ups and scale-ups during their growth journey by building a hand-in-hand customer experience process, was recognized for its work with fintech and insurtech clients.
With plans to double growth by the end of 2021, the BFSI sector is an essential part of Webhelp’s geographic expansion strategy.
The NelsonHall NEAT vendor evaluation study assessed the performance of 13 major players delivering CX services in the banking and financial services industry. Webhelp’s position as a Leader is the highest category based on capability, performance, cost optimization, and revenue generation, amongst the other quadrants classified as Innovators, High Achievers, Major Players.
To read more about NelsonHall’s NEAT evaluation for CX Services in BFSI for Webhelp, we invite you to download the full report below.
Victor Sundén appointed CEO of Webhelp Nordic
7th June 2021
Victor Sundén, Chief Commercial Officer and Deputy CEO at Webhelp Nordic, will be promoted to CEO of the Webhelp Nordic region as of August 23, 2021. Victor joined Webhelp in early 2020 to drive strategic growth in the region.
Victor will succeed Terje Andreassen, who has served as the CEO of Webhelp Nordic for the past five years. Terje has been with Webhelp Nordic and former GoExcellent, now a part of the Webhelp Group, since 2009, and after a long tenure of twelve great years of service, he has reached a point where he would like to focus on his role as Chairman of the Webhelp Nordic Board. He will continue supporting the expansion of Webhelp while maintaining a key focus on customer relations.
Victor has extensive experience ranging from strategy consulting and advising clients in Europe and the U.S. to building and scaling internet businesses, primarily in e-commerce. These experiences provide Victor with a solid foundation for raising Webhelp’s presence in the region.
Victor Sundén stated:
“I am honored for this opportunity to assume the CEO role during such a pivotal period of development. Like all the Webhelpers here, I am passionate about the company’s success and am committed to driving innovative customer experiences for our clients. With Terje’s support, I plan to continue executing the strategy while maintaining a significant focus on empowering our people and unlocking growth as we continue to scale. On behalf of the entire Nordic team, I want to thank Terje for his enormous contributions to Webhelp, his guidance, and his mentorship throughout this transition. Terje has made great strides in his commitment to the company’s success while helping to cultivate phenomenal culture. We’re lucky to have him serve as an advisor moving forward.”
Terje Andreassen said:
“It’s been a great honor to be a part of the Webhelp Nordic team as Webhelp has undergone a crucial period of transformation, partnering with new clients to deliver innovative CX solutions. Although I’ll be reducing my day-to-day involvement in the management of Webhelp, I will continue to serve Webhelp as a strategic advisor and building client relations as chairman of the board. I couldn’t be more pleased to see Victor transition into this new role as CEO. I am very proud of what we’ve accomplished together.”
Olivier Duha, Webhelp Co-founder and CEO shared:
“The Webhelp community have a lot of appreciation and respect for Terje’s role as Nordic Region CEO. Victor’s experience and drive will no doubt lead to a continued success for this region, and I very much look forward to seeing what greatness the team delivers.”
Webhelp keeps growing with the opening of new offices in Malaga
Webhelp, a leading global customer experience and business solutions provider, inaugurated its new offices in the Benalmar Building, located 20 kilometres from Málaga city, as the company’s new B2B sales project centre and technology hub for the local economy.
Mr. Víctor Navas, Mayor of Benalmádena, attended the inauguration together with Julio Jolín, CEO of Webhelp Spain; Victor Sunden, deputy CEO and COO Webhelp Nordic and Vincent Bernard, Chief Operating Officer Webhelp Group.
Webhelp is committed to promoting growth and employment in Málaga.
The new headquarters in the Benalmar Building, in Benalmádena, has 7,500 m2 and has been remodelled to adapt to the needs of the company and the new post Covid-19 requirements, with a capacity of up to 1,065 workstations. Webhelp estimates a 25% growth this year, generating employment opportunities and attracting talent to the local community.
Julio Jolín, CEO of Webhelp Spain said:
“Malaga is one of the Spanish cities with the greatest projection in the technological and business field. The great quality of life it offers and its extraordinary connection with other cities in Europe make it a strategic capital for competitiveness and talent attraction. Webhelp has been on the Costa del Sol since 2017 and currently has more than 60 positions open for recruitment in the coming weeks. From Benalmádena, our goal is to grow in B2B sales and promote the generation of employment, providing the best service to our clients”.
From its current headquarters in Benalmádena, Webhelp’s staff in Malaga is formed by people of around 30 nationalities offering B2B services mainly to companies in the banking and insurance sector, information technology, high tech and construction, with a strong international projection, and aims to become a hub of growth and talent attraction for the region.
In Spain, Webhelp has offices in Barcelona, Mallorca, Valencia and Tenerife and recorded revenues of 185 million euros, 23% more than in 2019. More than 75,000 Webhelpers share their talent and passion every day to help their clients make a difference, inspired by the “Think Human” vision promoted by the company.
Webhelp and Signify bring home a win at the Customer Experience Excellence Awards
28th May 2021
Webhelp, the leading global customer experience and business solutions provider, and its global client Signify, the world leader in lighting for professionals and consumers, brought home an award together at this year’s Customer Experience (CX) Excellence Awards.
The ceremony, presented virtually on Wednesday the 26th of May, as part of the NICE Interactions 2021 event, awarded Signify and Webhelp teams for the Best CX Innovation category.
The award recognized the companies for the flawless roll-out of NICE in Contact’s CXone, a cloud-based solution, enabling Signify to deliver an omnichannel experience from three consolidated multilingual hubs across Europe, the Asia Pacific, and North America. With the help of 200+ brand ambassadors who cover 40 languages, Webhelp provides multichannel customer support to Signify’s consumers and professional customers.
The technology solution also enabled ambassadors to have more precise insights into Signify’s customers’ needs while gaining back time to focus on engaging in higher quality interactions.
When Signify and Webhelp renewed their global partnership in 2019, Webhelp initiated this project to drive digital transformation and pursue world-class operational excellence on a global scale. The project featured in the submission focused on the Nordic region, which served as a front-runner for the implementation. The roll-out is currently underway across the other regions.
Luite van Zelst, Global Vendor Manager, Signify, stated,
“We are proud to accept the Best CX Innovation award together with Webhelp, which reflects the immense effort and teamwork to deliver one seamless experience for our customers. With Webhelp’s support on this front, we’ve managed to build out a centralized process together, enabling us to address the core needs of our customers. Given customer-centricity is a key focus, we will continue to expand the solution with an iterative approach to ensure our customers are serviced at a high standard.”
Andrea Kaminski, Global Industry Lead, High Tech and Media, Webhelp, said,
“We are thrilled to receive recognition for our work with Signify. Over the past years, our teams have worked incredibly hard to support Signify’s rapidly growing global customer base. With technology enablement as a core strategic pillar of our work with clients, we’re happy to work with an organization like Signify, which is open to adapting to new technology in the ever-changing CX landscape. This award is certainly a special moment as we continue on our transformation journey together.”
NICE honored CX excellence award winners at the virtual interaction event, celebrating the delivery of exceptional experiences and CX agility through innovation. The Best CX Innovation award category recognized the adoption of innovative artificial intelligence, analytics, or automation that drove digital fluency, transformation and business results.
Alderman James Vos visits Claremont site
As growth of the Business Process Outsourcing (BPO) sector in Cape Town continues to be recognised as a key driver of investment, up-skilling and jobs in the city, our South Africa team were delighted to welcome Mayoral Committee Member for Economic Opportunities and Asset Management, Alderman James Vos, and the department’s Portfolio Committee to our Claremont site.
The visit was part of a large piece of work Alderman James Vos is doing to promote Cape Town and the BPO sector, working directly with Cape BPO and BPO providers. Ranked first in the world as the most favoured offshore destination in last months BPO omnibus, over the past 3 years the BPO sector in Cape Town has attracted R3,4 billion worth of investments fuelling economic growth and employment.
Alderman James Vos explained:
When I was given oversight over the City’s Enterprise and Investment Department in 2018, one of my main goals was to see the City of Cape Town make meaningful strides in the fight against unemployment and to stoke economic growth. We could achieve this by targeting high growth sectors such as BPO and working with our Strategic Business Partners in those industries. The result is a phenomenal R3,4 billion in investments pumped into the economy in the past three years alone. The sector employs more than 60 000 people in the city, with over 17 037 of them gaining employment in the last three years.
“This goes to show that Cape Town, despite these trying times, is still seen as one of the preferred destinations for contact centres to base their operations. As a high-performance African business hub, we are working on all fronts with investors, high growth sectors and small to medium enterprises to create the right conditions for investment and development.
The BPO sector also drove over R1,2 billion in investments in the midst of the global coronavirus pandemic with Brandon Aitken, Webhelp’s Chief Commercial Officer in South Africa, saying:
Despite the pandemic, we have brought eight new clients to South Africa since the start of 2020 and in doing so created 2050 South African jobs, with 1400 of these roles coming to Cape Town. International clients from the retail sector in the United Kingdom, Europe and North America, as well as the travel sector, have driven this exceptional growth. Looking ahead, 2021 promises to be another year of new and exciting employment opportunities for young South Africans.
Webhelp expands with launch of multilingual site in Albania
Webhelp partners with global beauty client to bolster customer service
Milan, Italy – 29 April 2021
Webhelp, a leading global customer experience and business solutions provider, has proudly launched a new site in Tirana, Albania, as part of its strategic growth in the Italian market.
The site was officially opened on 15th April 2021 and will support a global beauty client by providing full-fledged customer service support to bolster their customer experience.
Andrea Coli, Chief Executive Officer at Webhelp Italy, said:
“We are very proud to open our Tirana site and strengthen our unique best shoring capabilities, particularly for the Italian market. We are eager to grow our team in Albania and support new and existing partners while contributing to the local economy through career development opportunities. We look forward to a fruitful collaboration with our new partner and are excited to work with such a global leader in the beauty industry.”
Since the site opening, the business is in the process of hiring and intends to create 200 jobs initially, growing to as many as 500 team members in 2022. The Albania site, selected for the geographical proximity to existing Italian operations, will offer customer experience and content management services to global clients mainly in Italian, English, German, Spanish and can offer service in Albanian and Greek for local partners.
This expansion marks the latest addition to Webhelp’s strong best-shoring network, built to leverage the strengths of its many locations to best serve local and international clients in Europe.
The Tirana office will be managed by Webhelp’s team in Milan, which also covers Italy and the Czech Republic.
Webhelp plans to utilize its 20 years of experience, dynamic expertise, and global way of working to contribute to Tirana’s economic development and the success of the customer experience industry in Albania.
Driven by a vision of making business more human and a solid and unique company culture based on a community of over 75,000 passionate game-changers, Webhelp thrives on making an impact by helping clients in a way that can deliver real value.
Webhelp partners with Microsoft to stimulate economic growth in Egypt
Webhelp, a global leader in customer experience and business solutions, recently entered a partnership with Microsoft to create 200 jobs in Cairo, Egypt.
An official agreement was signed with a joint mission to grow the Webhelp Egypt business to 1,000 employees by the end of 2021 and expand to more than 4,000 employees over the next three years.
Driven by its vision to make business more human, Webhelp is committed to increasing diversity and investing in programs to promote education and integration in the more than 50 countries where it operates. Already a major employer in Africa and northern Africa, Webhelp is committed to growing its sustainable investments on a global scale.
The news comes after Webhelp signed a three-year agreement with Egypt’s Information Technology Development Authority (ITIDA) to invest EGP 200M into job creation, technical skill enhancement, and economic growth. In line with Webhelp’s impact sourcing initiatives, ITIDA aims to create intensive job opportunities for highly qualified Egyptian youth in information technology products and services.
Last Thursday, Amr Mahfouz, President of ITIDA, Mirna Arif, General Manager of Microsoft Egypt, Vincent Bernard, Group Chief Operating Officer, Etienne Turion, CEO of Webhelp Enterprise, and Alaa El Khishen, Webhelp Egypt CEO, witnessed the event at the official Ministry of Communications and Information Technology office in Egypt.
Microsoft and Webhelp’s collaboration will support remote presales and sales services of Microsoft digital transformation solutions to small and medium enterprise businesses. Webhelp’s enterprise practice has developed strong partnerships with major tech players globally, thanks to its strong expertise in B2B sales in this key sector. This agreement strengthens Microsoft and Webhelp Egypt’s future ambition to generate job opportunities to spur growth and prosperity in the region.
Mirna Arif, Country Manager, Microsoft Egypt, said:
“Our partnership with Webhelp will enable job creation, enhance skills and support our country’s growth story in the post-pandemic era. As we continue to empower public and private organizations across the country to achieve their digital agendas, we will continue to strengthen Egypt’s position as the destination of choice for attracting global investments.”
Vincent Bernard, Group Chief Operating Officer, announced:
“We are proud that thanks to our enterprise expertise and global way of working, we have become a trusted partner of a major player like Microsoft. Our partnership will become part of Webhelp’s ESG initiative to empower new generations through offering the opportunity to become trained and internationally certified in pre-sales services, digital sales, and sales channels. In the coming years, we have plans to invest further in opportunities for youth in Egypt.”
