Webhelp Oneshot Technology CX

Discover the 7th edition of our OneShot magazine on Technology

Our 7th edition of the OneShot is here!

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Webhelp Oneshot Technology Customer Experience Relation

“Let’s talk about the well-being of your customers and employees. Because well-being has become a central challenge for brands.
At Webhelp, we believe digital technology must be oriented around this axis. Technology can really make life easier, to the benefit of both women and men.
As you will discover in these pages, today there is a lot of evidence of its effectiveness – and not only in the context of the «maintaining of bonds» that we are going through.
There are also new avenues that deserve to be actively explored, And this is what we are doing, with and for you, as part of numerous experiments.
What is the goal of our Technology department? To make technology an ally, entirely to benefit the well-being of your customers and employees.
An exciting project!”

Discover through this 7th edition technological innovations that humanize customer relations, facilitating the work of our advisors, and always to the benefit of final customers.

You will also find testimonies and advice from experts: Massimo Dutti, Vattenfall, Samsung…

What are the latest technological trends that are worth a look?

What are the conditions for successful technology integration?

And let’s not forget Webhelp’s vision and ambition: transparency, security, data and, of course, the human touch.

Summary

  • A word – SXO
  • A number – Zero
  • Three opinions – Technologies that humanize the customer experience (Yan Noblot, Massimo Dutti, Vattenfall)
  • Some info – How Toyota operates predictive customization ?
  • A demo – Home: a place to live, a place to sell
  • A B-case – How Webhelp proposed and deployed an intelligent tool… to facilitate the work of Samsung Electronics advisors
  • A hashtag – #VideoChat
  • An offer – Telecats, the voice of the customer as a path to action
  • A meeting – the WorldSummit AI
  • A conversation – A weapon of seduction to re-enchant commerce in the city
  • A story – Lego : in what world are you playing?
  • A perspective – For efficient and benevolent technologies

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Everest

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.

Everest peak matrix

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.”

Download a custom version of the report here.
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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.

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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 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.