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ACI Strengthens World-Class Customer Service Offering; Acquisition of Leading Mexican Call Center

Posted by Randy Clapp on Jan 10, 2020

Call center employee on phone

Advantage Communications Inc. (ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact.

The acquisition will see ACI - which provides a world class customer experience (CX) as well as innovative contact center technologies to its client’s customers - expand outside of Canada and the Caribbean, extending its contact center expertise into Mexico and the Latin America market.

Advantage Communications will now be able to bring its state-of-the-art customer service strategies to a wider Hispanic client base, while at the same time continuing to strengthen its core service offerings with more multilingual capabilities across North America and the Caribbean.

Why did ACI acquire First Kontact?

First Kontact agents are 100 percent fluent in both English and Spanish, highly educated and trained to engage in high-quality customer service conversations. That, combined with the company’s alignment to ACI’s overall mission statement, means First Kontact was a significant expansion opportunity.

The acquisition means Advantage Communication’s clients now have access to increased multilingual customer service representatives, giving ACI new ways to serve its Central and North American Hispanic customers as well as improving its coverage in the Mexican market and far beyond.

Through its own innovative customer service strategies, First Kontact will allow Advantage Communications to significantly improve its core competencies.

“ACI and First Kontact have both been in pursuit of a common mission, centered on empowering our teams and delivering world-class service to clients,” said Gregory Hough, President and CEO at Advantage Communications.

“This acquisition is a key part of our growth strategy to employ more people in the markets we service and reinvent the Contact Center with high-standards of operational excellence, innovative technologies using artificial intelligence, speech analytics, and omnichannel communications.”

Who are First Kontact?

First Kontact was founded in 2008 by entrepreneur Juan Gutiérrez. Since then, Gutiérrez has substantially grown the business from 10 to more than 1,000 employees, making First Kontact a top three Contact Center and employer in the region.

Over the years, First Kontact has built an impressive client portfolio that spans many industries and includes multinational corporations as well as local and regional companies. First Kontact has created a fantastic company culture that aligns very much with Advantage Communication’s core values.

“This deal brings together a long-standing, successful Canadian and Caribbean organization with one of the best Contact Centers in Mexico,” said Gutiérrez. “Gregg and I both care deeply about individual and collective growth, and we find deep meaning in the work we do to make a difference for our clients. Together we’ll do just that.”

Gutiérrez will continue to participate in the company’s growth as a significant shareholder, active executive and as an advisor to the Advantage Communications CEO, Hough.

Are you looking for more information about Advantage Communications, First Kontact or the world-class customer experiences we provide for our customers? Contact our team of experts today. We would be more than happy to answer any questions you have.

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Topics: News




Randy Clapp

Written by Randy Clapp

Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.

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