- In February 2025, Concentrix announced its acquisition of VoiceWorx.AI, a Texas-based provider of AI-powered conversational analytics solutions. This strategic move is designed to enhance Concentrix's capabilities in conversational intelligence by integrating VoiceWorx.AI's advanced AI and natural language processing (NLP) technologies into its portfolio. With this acquisition, Concentrix aims to provide clients with deeper insights into customer interactions, enabling improved customer experience management and more effective decision-making. This acquisition aligns with Concentrix's broader strategy of investing in next-generation technologies to strengthen its position as a customer experience (CX) solutions leader. The financial details of the transaction were not disclosed
- In January 2023, Alorica Inc. announced its plans to expand into Africa and Europe by establishing operations in Cairo, Egypt, and Łódź, Poland. As one of the world's largest BPO providers, with 100,000 employees across 17 countries and over 24 years of experience in customer experience management, Alorica continues to broaden and diversify its high-performing workforce. The expansion into Egypt and Poland aims to enhance the company's ability to meet the evolving needs of multinational clients by delivering multilingual customer care, revenue generation, content management and moderation, technical support, and CX consulting services. Operations in both countries were expected to commence during the second quarter of 2023
- In April 2023, Decipher Health Records Inc., an Indian firm, announced plans to establish a new healthcare call center in Guyana, aiming to generate around 300 job opportunities upon full operation. The Guyana Office for Investment and the government's investment arm signed a memorandum of understanding (MoU) to facilitate this initiative, with Decipher Health Records actively pursuing potential sites for the call center's setup
- In May 2023, Atento, a prominent business process outsourcing (BPO) company, inaugurated its first call center in the Philippines at the Iloilo Business Park in the Mandurriao District of Iloilo province and city, marking its entry into the Philippine market
- In September 2023, Bandwidth Inc., a global enterprise cloud communications firm, announced its collaboration with Google and Cognigy to launch AIBridge. This tool enables companies to quickly deploy voice-based artificial intelligence tools in front of their contact centers, resolving calls rapidly and more efficiently in the communications cloud. AIBridge is the newest in a series of pre-built integrations available with Bandwidth Maestro, a next-generation enterprise cloud communications platform now available
- In June 2023, iQor, a global provider of business process outsourcing (BPO) solutions, announced a strategic partnership with AmplifAI, an AI-driven performance enablement platform dedicated to leveraging data to create personalized environments for employee success. The two organizations aim to harness the power of interaction analytics and artificial intelligence (AI) to transform call center performance and revolutionize quality assurance (QA) functions. AmplifAI's mission is to use data-driven insights to create personalized environments that empower every employee to thrive
