Contact Center Solutions Featured Article

July 24, 2009

CGS Recognized for Growth in Contact Center Business

By Amy Tierney

TMCnet Web Editor

Computer Generated Solutions, a provider of business applications, technology and business services, outsourcing solutions and learning and communications platforms, has been recognized for its so-called "Customer Care Services" offering.

Industry analyst firm IDC highlights CGS as a "Company on the Move" in its "Worldwide Contact Center Services 2009" analysis, which was published earlier this year. CGS was identified, along with 12 other service providers, as industry leaders in the study based on revenue, thought leadership, innovation and potential at a time of great industry and economic change.

The report highlights CGS's leadership, strategic expansion, and its growth in Romania. In addition to the firm’s long-term client relationships with global industry leaders, key service contracts with IBM, Lenovo, Dell, AOL, Vodafone and Orange also played a role in positioning CGS as a top company in call center and other business process outsourcing services, IDC (News - Alert) (News - Alert) said.

CGS services include inbound customer support, outbound sales and marketing, and outsourced back-office processes, the company said.

"CEO Phil Friedman's deep understanding of the international business environment should continue to propel CGS forward," said Stephen Loynd, program manager for Contact Center Services research at IDC, in a statement. "A key component of the company's growth strategy is its Contact Center Solution (CCS). CGS is pursuing a strategy to expand its outsourcing business, specifically as it relates to customer care and finance and accounting."

New York-based CGS has 2,500 customer service agents and offers support in 14 languages. The company’s call center services include inbound customer service, help desk and order fulfillment; outbound sales and marketing, telemarketing, and customer retention; and outsourcing of accounting, collections, sourcing and procurement business processes, the firm said.

"CGS is proud to be recognized as one of the world's top global outsourcing services companies," Warren Lewis, senior vice president of contact center solutions at CGS, said in a statement. "This validates our commitment to building a global presence that leverages local management and talent to deliver a wide range of services across broad industry segments. We look forward to continued growth in what we see as a promising future for outsourced services."

In addition to its customer care services recognition, IDC also recognized CGS as being a “Top 20 Company” in the Training Outsourcing Industry for 2009 by Training Industry Inc.

Amy Tierney is a Web editor for TMCnet, covering unified communications, telepresence, IP communications industry trends and mobile technologies. To read more of Amy's articles, please visit her columnist page.

Edited by Michael Dinan

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