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Transcom wins the 2015 European Contact Center Outsourcing Visionary Innovation Leadership Award

March 2015

Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan has recently recognized Transcom with the 2015 European Contact Center Outsourcing Visionary Innovation Leadership Award.

While the benchmarking criteria and research methodology are fully described in the analyst official document (click here to download the full PDF report), we are proud to share an abstract with few key statements.

The contact center outsourcing market in Europe is highly-competitive. To address this challenge and ensure customer loyalty, forward looking brands are investing in new methods in order to try and improve their customer service. In an increasingly connected world, Transcom is aware that innovation, agility, and best-practice implementation will win it substantial business opportunities.

Frost & Sullivan is impressed that Transcom is investing in a unique new Europe-based research and development project over the next three years called “Smart Digital Ecosystem for Customer Experience Enhancement,” or “LeonarDo 2.0.14.” The project’s aim is to define solutions, tools, methods, and techniques designed to improve the customer service process and effectively exploit the potential offered by new digital technologies. In fact, Transcom is taking the unusual step of partnering with the University of L’Aquila, which has a strong record of research and innovation, and is part of a network of small and dynamic enterprises operating in the Abruzzi area in the ICT and customer management fields.

Frost & Sullivan is not aware of any other industry initiative that seeks to benefit from the strengths and insights of a specific academic institution while also benefitting from one of Europe’s more innovative and entrepreneurial geographic regions.

Transcom is one provider seeking to deliver a digital solution to client customers that unifies all communication media in the name of a positive Customer Experience. And in 2015, the company is looking to innovate its service across the complex European landscape in other ways as well. As a global Customer Experience specialist, Transcom is a provider that continues to focus on helping client companies enhance their business performance. Simply put, Transcom’s vision is to be recognized as both a European and global leader in its space.

Transcom continues to expand into new markets by leveraging existing client relationships. The company is already one of the top players in terms of delivery capacity in Europe, and has an excellent mix of onshore and near-shore delivery locations featuring key multilingual capabilities.

Each year, Frost & Sullivan presents this award to the company that has demonstrated the understanding to leverage global Mega Trends and integrate the vision into processes to achieve strategic excellence. The award recognizes the efficacy of the recipient’s innovative process and the impact it has on business and society at large.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.