By Thomas Cannon on October 06, 2020

ACI and First Kontact Sign Contact Center Deal With Major US Airline

CHARLOTTETOWN, PEI, Canada, and TIJUANA, Mexico -- September 23, 2020 -- Advantage Communications Inc. (ACI), a leading global BPO contact center using innovative new technologies to design superior customer experience strategies, has signed a customer support agreement with a major US discount airline.

The partnership will enhance the airline’s existing customer support strategy from ACI’s new state-of-the-art, Tijuana, Mexico contact center - First Kontact LLC.

“We’re very happy to welcome this major US airline to our Advantage family and our new Tijuana facility,” said Gregory Hough, President and CEO at Advantage Communications Inc. “We look forward to implementing our range of innovative customer service technologies to enhance the brand’s customer experience even further.”

Advantage Communications completed the strategic acquisition of First Kontact in January 2020, and now offers a full range of bilingual and customized inbound and outbound customer support services. The company leverages new, innovative technologies, focused on delivering superior customer experiences.

First Kontact’s proximity to the Tijuana Mexico and San Diego USA International Border, not only provides a high percentage of bicultural and bilingual personnel, but the location also gives First Kontact Contact Center agents contextual knowledge of US geography, mainstream brands, and business behavioral and cultural nuances. First Kontact agents are 100% fluent in both English and Spanish, highly educated and trained to engage in high-quality business conversations.



About Advantage Communications Inc.

Advantage Communications Inc. (ACI) is a leading North American and Caribbean Contact Center for top global brands. ACI provides smarter, more efficient outsourced BPO solutions that are custom-designed to be an extension of a brand and its business model. ACI’s Contact Centers are located in bilingual English/French Eastern Canada and nearshore Jamaica, providing scalable solutions, reliable business continuity, and the best-branded customer experience across the board. To learn more, visit Advantage Communications at:

About First Kontact LLC.

First Kontact LLC offers a full range of Spanish and English inbound and outbound Contact Center services, customized for clients across a wide variety of industries. Entrepreneur Juan Gutiérrez, First Kontact’s founder, has substantially grown the business to over 1,000 agents, and now has nearly 10 years of experience in the Contact Center and Outsourcing business. Gutiérrez’s team has built an impressive client portfolio that spans many industries and includes multinational corporations as well as local and regional companies. To learn more, visit First Kontact at:


Advantage Communications Inc. media contact for more information:

Randy Clapp

Chief Revenue Officer

Phone: 1 (902) 370-8015


Published by Thomas Cannon October 6, 2020