Category: interviews

Posted onJanuary 9,2020

Advantage Communications Inc. Expands Global Presence With Acquisition of Top Mexican Contact Center, First Kontact LLC

Advantage Communications Inc. (ACI), a leading BPO Contact Center located in Canada and the Caribbean, has today announced the acquisition of a top Contact Center in Mexico, First Kontact LLC. The acquisition will expand ACI’s global presence and enhance its Spanish customer service offering.

CHARLOTTETOWN, Prince Edward Island & KINGSTON, Jamaica–(BUSINESS WIRE)–Advantage Communications Inc., (www.advantagecall.com) – a leading global BPO Contact Center using innovative new technologies to design superior customer experience (CX) strategies, has acquired a majority shareholding in a top Mexican Contact Center, First Kontact LLC (www.firstkontact.com).

Through the acquisition, Advantage Communications will be able to deliver its world-class CX and state-of-the-art CX technologies to a wider Spanish speaking client base, while at the same time continuing to strengthen its core service offerings with more multilingual capabilities across North America and the Caribbean.

First Kontact’s proximity to the Tijuana Mexico/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.

Clients of Advantage Communications will now have access to increased multilingual customer service representatives, giving them new ways to serve their North and Central American Spanish-speaking customers as well as improving their coverage in the Mexican market and far beyond.

“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 Inc. “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 such as artificial intelligence, and omnichannel communications.”

Juan Gutiérrez, founder and former CEO of First Kontact LLC, will continue to participate in the company’s growth as a significant shareholder, active Executive and as an Advisor to ACI’s CEO, Hough. As founder of First Kontact, Gutiérrez led the organization’s stellar growth, from 10 to more than 1,000 employees, making First Kontact a top 3 Contact Center employer in the region.

Gutiérrez said, “This deal brings together a long-standing, successful Canadian & Caribbean organization with one of the best Contact Centers in Mexico. ACI has grown a fantastic business and enjoys an amazing culture similar to First Kontact. Gregory 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.”

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: www.advantagecall.com

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: www.firstkontact.com


Contacts

Randy Clapp
Chief Revenue Officer
Phone: 1 (902) 370-8015
Email: randy.clapp@advantagecall.com

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