thank you 2020, hello 2021

Season´ s greetings and a happy new year!

thank you 2020, hello 2021

The past year has been a very challenging time for all of us – however, every challenge presents us with an opportunity.

This year has shown us how resilient, adaptable, and creative we can be in times of adversity. A special thanks to our colleagues, partners, and clients – we couldn’t have succeeded if it wasn’t for your agility, flexibility and collaborative work to maintain business continuity.

We have gained a wealth of knowledge about ourselves and other people – and most importantly how being more human can make all the difference.

With that in mind, we have never been more determined to step into the new year with passion and positivity that will drive us through 2021.

Happy holidays to you and your families, and a great start into the New Year full of good health, joy, and success!


Telecats named as an Exceptional AI Solutions Provider by Frost & Sullivan

Virtual reality concept: abstract visualization of artificial intelligence

This report puts a great spotlight on Telecats and is a strong recognition of the company’s long-term commitment to invest in AI and delivering speech enabled solutions for accelerated customer experiences. Part of Webhelp Group since 2017, Telecats is headquartered in the Netherlands near top university Twente and partners with over 100 European leading brands such as DPG Media, easyJet, MSD France and MSD Vaccins, KPN and Webhelp itself, automating voice-based interactions. By implementing Smart IVR, Voicebots and Speech Routing, and other actionable use cases leveraging language modeling, Telecats redesigns the way contact centers operate.

Federico Teveles, Research Analyst – Information and Communications Technologies at Frost & Sullivan stated;

“Telecats’ remarkable technological capabilities are pivotal to its success in meeting market expectations. They have a successful track record of delivering advanced, custom conversational AI solutions to leading global enterprises, and exhibit exceptional customer satisfaction rates. Telecats incorporates a myriad of high-quality, forward-looking features that allow customers to optimize the customer journey and enhance agent experience (AX) and customer experience (CX). The acquisition by Webhelp has helped to position itself as a market leader.”

In this report, Frost and Sullivan has reviewed a wide range of companies in the entire European market and has paid a specific attention to the trends, opportunities, and challenges in the fast-growing industry of Voicebots and A.I. This study highlights Telecats in particular for the strong assets they bring to the table; a combination of highly developed technology skills, long-term business experience and its association with Webhelp, Europe’s leading CX and business solutions provider, bringing Telecats a unique positioning in Europe. With a focus on 2 client implementations, the report is a great demonstration of Telecats’ strong track record of delivering great AI-powered solutions to leading global companies.

Martijn Franssen, Director Digital Transformation KPN stated:

“The innovative speech solutions of Telecats fitted perfectly in the architecture required to bring KPN’s digital strategy to life within Customer Service. And importantly, we definitely see a Cultural fit. Telecats simply provides a flexible, modernized approach. The results we achieved with the voice and AI technology are proof of our unique cooperation. With a clear voice for Customer Service the customer literally becomes the center and basis of innovation in the field of customer contact.”

Telecats’ nomination as exceptional A.I. Solutions provider follows the recognition of Webhelp’s leadership, particularly in innovation, by the group’s top position in Frost & Sullivan’s RadarTM: European CX Outsourcing 2020 announced just a few days ago.


Frost & Sullivan recognizes Webhelp as a top player in innovation and growth

Global, reputed research & consulting firm Frost & Sullivan has awarded Webhelp with a top ranking in their 2020 Frost Radar™– CX Outsourcing.

Webhelp is positioned as a leader in both growth and innovation, earning recognition for its wide range of solutions across verticals and, importantly, its effective digital transformation services and technology-enabled solutions spurring client innovation, together with its consulting business, Gobeyond Partners.

Deepali Sathe, Senior Industry Analyst – Information and Communication Technologies at Frost & Sullivan stated:

“With its focus on AI, voice and predictive analytics and the use of advanced technologies to future-proof its solutions, Webhelp is able to compete effectively, while maintaining an open ecosystem of partners with a diverse mix of progressive partners to further spur innovation”.

Webhelp’s dedicated start-up CX program, The Nest by Webhelp, and the group’s strong focus on Technology enablement contribute strongly to driving innovation for all stages of a client’s development.

The group’s rapid growth, recognized by the close runner-up position in the Radar, propelling Webhelp to the European CX Outsourcing Services market leader position, and a prominent global position, has been driven through both organic growth, and strategic acquisitions. Today, Webhelp’s services portfolio covers not only Customer Engagement services, but a wide range of additional capabilities such as RegTech, digitization, AI and consulting. Its remarkable entrepreneurial culture has been at the core of the group’s success and vision to make business more human, through the right means for their clients.

Olivier Duha, co-founder and CEO of Webhelp said:

“As a purpose-driven company, we are thrilled to be awarded the honor of this leading position in the Frost Radar™. Our teams of passionate game-changers are constantly looking for ways to do things better, for our clients, their customers, and our company. Changing the rules of the game is a core part of our DNA, as recognized by our strong performance on the innovation index. By making sure the best technologies and innovations enable our people to make a real difference we are constantly moving forward in our quest to create amazing human experiences.”

The Radar is founded on the core value propositions of Growth, Innovation, and Leadership. The robust analysis audits over 1000 providers across 10 key criteria such as innovation scalability, customer alignment, vision and strategy. Each company is then evaluated on efficacy across these themes to determine how well they are positioned to drive growth in the future.


Webhelp DACH - an outsourcing partner for companies in the DACH region and beyond

With changing conditions and the decreasing number of CX suppliers in the delivery market, customer experience management is becoming an emerging challenge for companies in the DACH countries.

In order to provide an excellent customer experience at this very time, it is necessary to find an experienced partner who can meet these requirements. However, the DACH region provides attractive onshore solutions and outstanding customer service for a wide range of industries.

With more than 20 years of expertise in business process and customer experience outsourcing, at Webhelp we focus on sustainable growth, investing in technology and developing lasting solutions – in partnership with and for our business partners and their customers.

This enables us to provide customised solutions and an exceptional customer journey.

This white paper “Driving CX Excellence in the DACH Region” examines the challenging conditions faced by companies in the DACH region and also highlights the potentials of a local onshore solution for your business, within the DACH market and beyond:

 

Webhelp DACH – Onshore solutions made easy!

Webhelp DACH

Created in collaboration with Peter Ryan, Principal Analyst at Ryan Strategic Advisory, this publication provides information and insight for those who are looking for an experienced and established Customer Experience & Outsourcing partner for their business.


Webhelp Kosovo – Europe’s up-and-coming nearshore delivery market

Looking at it from a sector and size perspective, customer experience management is a challenging task for companies in the DACH countries. Operational challenges alongside macro-level (social level) disruptions have made the delivery of an excellent Customer Experience (CX) even more complex. 

In addition to the tight labour market and rising operating costs, the greatest challenges are increased compliance demands and the rapidly shifting CX delivery models. 

A future-oriented outsourcing service provider is characterized, among other things, by its choice of location, which is the perfect basis for outstanding customer service. For this reason, Webhelp has established several operations in Kosovo. Without doubt, Kosovo is one of the most significant and strategically beneficial business locations for the DACH market. 

This white paper “Driving CX Excellence in the DACH Region” examines the challenging conditions faced by companies in the DACH region and also highlights the Kosovo region, a perfect choice for high-performance nearshore solutions:

 

Webhelp Kosovo – Nearshore solutions made easy!

Created in collaboration with Peter Ryan, Principal Analyst at Ryan Strategic Advisory, this publication provides information and insight for those seeking an experienced Customer Experience partner who is established and strategically positioned in the most relevant nearshore regions.


Webhelp signs partnership with Allente

STOCKHOLM November 5th 2020

Allente has chosen Webhelp for the delivery of customer experience solutions including customer service, contact center platform and solution design for Canal Digital.

Allente, the merger between Canal Digital and Viasat Consumer, is offering high quality satellite TV and broadband TV solutions to 1,2 million customers throughout the Nordics.

Since 2010, Webhelp, a global leader in customer experience and business solutions, and Allente’s brand Viasat Consumer have developed a strong partnership of resilient and commercially successful customer service operations.

Webhelp is now adding Allente’s Canal Digital customer services for the Swedish market to its substantial portfolio of Nordic TV/Media clients.

Webhelp will deliver the Canal Digital customer service on behalf of Allente through a best-shoring operation located in Kalmar, Sweden, in Malaga and Alicante, Spain, as well as through advisors working from home. The recruitment of new team members has just started.

Victor Sundén, Chief Commercial Officer at Webhelp Nordic, said:

“We are very excited that Allente has extended our partnership to include Canal Digital, in addition to Viasat Consumer. We look forward to broadening our partnership at this important stage in Allente’s transformational journey, making sure Allente’s customer base is served with the consistent quality, brand ambassadorship and commercial prowess that we are known for. Together we will continue developing a partnership that powers the customer experiences in today’s and tomorrow’s TV and broadband solutions.”

Victor Liljeroth, Country Head Sweden, Allente Nordic, said:

We have very good experiences of working with Webhelp, and are pleased to add on Canal Digital to our partnership. Webhelp will be able to provide valuable insights and support for our business at this exciting time for our company, and we will keep developing our partnership to give our customers premium service in this extended cooperation.”

Contact information:
Victor Sundén
Chief Commercial Officer, Webhelp Nordic
victor.sunden@webhelp.com
Mobile: +46 70 032 20 04

Maja Wikman Ulrich
Corporate Communications & PR Director, Allente Nordic
maja.wikman.ulrich@allente.tv
Mobile: + 46 936 99 26 65

 

Making business more human for the world’s most exciting brands.

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 60,000 game-changers from more than 150 locations in 50 countries. Each one determined to bring their own intelligence, empathy and experience to the table every day.

Webhelp invests in people and the environment they work in, because they know that when people thrive, it has a powerful impact on them, their customers and on their partners’ business.

Webhelp believes that making business more human leads to a better customer experience – and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,5B in 2019, and aims for a global leadership position.

Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.

More information can be found at www.webhelp.com 

About Allente:

  • Allente offers TV distribution via satellite and broadband to 1,2 million customers in Sweden, Norway, Denmark and Finland.
  • Has approx. 300 employees in four countries
  • Telenor Group and Nordic Entertainment Group (NENT Group) each owns 50% of the company
  • Canal Digital and Viasat Consumer had a net revenue of 7,5 billion SEK 2019


Webhelp named CXM Leader by Everest Group for the second time in 2020

Following our positioning as a Global Leader in Customer Experience Management (CXM) by the leading analyst, Everest Group, we have now been recognized as a Leader again in its CXM in EMEA Services PEAK Matrix® Assessment 2020, rating high in terms of vision and capability.

This report is an objective recognition of Webhelp’s successful growth strategy, and our unique people-first, end-to-end approach with Skand Bhargava, Vice President, Everest Group saying:

“Webhelp is a leading CXM provider globally, especially in Europe, supported by a large multilingual workforce of more than 60,000 agents. With a focus on digital transformation, CX consulting, and customer journey orchestration, Webhelp has been able to drive exponential growth over the last few years,”

He continues “Further, its deep digital and domain expertise, outcome-focused approach, and strong leadership have allowed it to resiliently navigate the uncertainties created by COVID-19 and continue on its growth journey.”

This result builds on our strong track record in analyst rankings and assessments, and our second year as a Leader in the PEAK Matrix, with Everest Group specifically highlighting our strong coverage in major industry verticals, our geographical delivery footprint, and the value delivered to our clients.

Everest Group defines Leaders as companies that deliver consistent Customer Experience Management (CXM) Services through expansion in new regions, serving various buyer sizes, and delivering high satisfaction scores due to greater technological and advanced digital capabilities.

For this EMEA edition, Everest Group selected 21 organizations to evaluate and compare for their 2020 report based upon the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.


Webhelp Confirming End of Operations in Kaunas, Lithuania

STOCKHOLM, October 13th, 2020

Global customer experience company Webhelp confirms their closure of its operational site in Kaunas, Lithuania by the end of this year.

The ramp down of Webhelp’s activity in Lithuania is linked to a strongly reduced demand in the global travel industry, on which the Kaunas team focuses, and will happen gradually from now until the end of 2020.

The tenured Webhelp team serves various clients at the international level in the areas of customer service, finance and data/fraud protection. Each employee speaks and writes two or more languages. Services provided from the Kaunas office are in Norwegian, Swedish, Danish, Spanish, Italian, German, French, Russian and English languages.

Webhelp is very thankful for the loyalty and support of its experienced team in Lithuania and is working together with Webhelp’s international locations,  the local government, and other parties to assist their people in the transition to the next phase of their career.

For questions, please reach out to:

Janis Misans
MD Webhelp Latvia and Lithuania
janis.misans@webhelp.com
Phone: +371 27824787

Terje Andreassen
CEO Webhelp Nordic
terje.andreassen@webhelp.com
Phone: +46 70 226 42 85


Webhelp announces partnership to help the hospitality industry bounce back with award winning fintech Yoello

Webhelp, a global leader in customer experience and business solutions, is supporting Yoello as it accelerates its growth in the UK and into Europe.

Yoello’s simple and secure mobile ordering solution allows customers to order food and drink from the comfort of their table by scanning a QR code, using any phone and without downloading an app. With COVID safety in mind, Yoello minimises unnecessary contact, removes queues and replaces physical menus.

Webhelp is providing the order and pay platform with B2B outbound sales support and will be helping the company onboard new clients to meet the spike in demand following the new measures introduced to the hospitality sector.

Yoello, which is offering new clients a free 3 month trial of its mobile table ordering platform, will benefit from Webhelp’s highly-skilled experts, a bespoke sales model, market intelligence and analytics.

David Turner, Webhelp UK Region CEO, said:

“Our people bring unrivalled expertise and a start-up mentality that is essential for innovative and ambitious firms like Yoello. It’s exciting to partner with a fast-growing fintech that is helping the hospitality industry adapt by keeping employees and guests safe. From the beginning Webhelp embraced an entrepreneurial spirit which remains at the very heart of everything we do, even 20 years later.  Our founders are still as passionate to this day, and their continued leadership enables us to help exciting technology innovators like Yoello to prosper in their own journey.”

Sina Yamani, CEO of Yoello, said:

“We’re so pleased that Webhelp is able to provide valuable insight and support for our business at this exciting time. Yoello is helping the hospitality industry move seamlessly to a safe and easy way to serve food and drink and Webhelp is a perfect partner – together we’re enabling even more operators to take a data-driven approach to social distancing.”

The fast growing fintech received recognition last week (Thursday 1st October) at the Wales Start-up awards, picking up the award for Fintech Start-up of the Year and Mobile and Emerging Technologies Start-up of the Year. Now in their fifth year, the awards are exclusive to Welsh companies that have launched within the last three years and provide a unique opportunity to recognise the achievements of those entrepreneurs that are making an incredible impact on the Welsh economy.

Find out how Yoello is supporting thousands of hospitality businesses through mobile order and pay technology – ​yoello.com


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WebHEALTH goes above and beyond to raise funds and awareness.

This September we set out on our WebHEALTH Kilometer Challenge, traveling the circumference of the world in 30 days.

As a people-first company with a strong dedication to our social and environmental responsibility Webhelp embarked and completed an inspiring journey with great success.

By partnering up with STEPtember, a charity event raising funds for critical research on cerebral palsy, we’re happy to contribute to a world in which children will be able to overcome this debilitating motor disorder.

WebHEALTH September

As exercise and simply moving are also great to prevent heart disease, we put the spotlight on World Heart Day, spreading awareness and knowledge on keeping up a healthy lifestyle.

World Heart Day

And of course, we managed to live our values and reinforce our unique culture every day. Community and support are essential to well-being, especially in the challenging time that is 2020, and we strive to enjoy every day by focusing on the positives whenever we can.

Reuniting thousands of amazing, unique people across the world around a common vision is something we do daily, making sure we’re a great place to grow.

Thanks to the contributions and support of our Webhelpers from around the world, it has been an incredible journey. And as passionate game-changers who thrive on making a difference, the participants not only reached our target of 40.075km but went on to reach for the stars.

We traveled an incredible 112.968 km, walking, running, biking, rowing and all you can think of, not only around the Earth, but the Moon, Mars and Venus!

We’ve always known our Webhelpers are a talented bunch, so we weren’t surprised to see them enjoying so many different forms of exercise throughout September. Check out our highlights reel featuring clips and photographs of our journey here below.

Our journey doesn’t end here though. This challenge is part of our global WebHEALTH program which focuses on our people’s wellbeing every day and everywhere. We’ll continue to invest in our people and planet through dedicated initiatives, bringing our vision of making business more human to life in everything we do.