customer

CustomerZone360 NEWS

CustomerZone360 Home

Knoah Solutions Goes Near-Shore, Ensures Agent Optimization

By Paula Bernier July 05, 2016

Knoah Solutions was in Las Vegas this week talking about its new operations in Honduras and its new KnoahsARK 360 solution.

The company has traditionally provided off-shore and on-shore outsourced call center solutions, said David Lewy, senior vice president of sales. But, last month Knoah Solutions bought LL Contact Center Solutions of Tegucigalpa, Honduras, so now it offers near-shore solutions as well, he said.

Near-shore call centers are attractive to some companies who outsource their call centers because they make their resources on this front more accessible. Near shoring can also mean common language and more similar cultures between the company and its customers, and the individuals representing the company through the call center.

As for the KnoahsARK 360 solution, it combines analytics and workforce optimization. In a late 2015 blog, Ovum analyst Peter Ryan wrote: “It is rare to see this type of offering from a medium-sized outsourcer, and this remains one of the principal selling points for Knoah in the current marketplace, given the hunger among enterprises for partners that are capable of providing such a suite of services.”

Every customer gets KnoahsARK as part of its solution, added Lewy, who spoke with me at Call Center Week. That enables the company to monitor and measure the performance of agents, identify their strengths and weaknesses and work to improve them.

Also at the event, Knoah customer Samsung spoke about how it’s using the company’s chat solution. The company began implementation of the solution in 2007 and today has 450 chat agents.

Consumer electronics is among a top vertical in which Knoah Solutions has been successful. Insurance, software, travel and utilities are a few of the others.

Knoah Solutions, which has more than 2,000 agents, differentiates in the marketplace with its competency, flexibility and best practices, Lewy said. Earthlink was among the company’s first customers, he added, and remains a customer today.




Edited by Alicia Young

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

Customer Retention Strategy - Measure, Track & Improve

By: Special Guest    9/24/2021

Know about the professional customer retention strategy that will help you grow your business with ease. You will learn ways to measure, track and imp…

Read More

Gnani.ai Releases New Voice Biometrics Solution armour365

By: Luke Bellos    9/23/2021

Gnani.ai announced the launch of armour365, a new solution offering added protections against the rising fraud and cybercrime activity across the glob…

Read More

NICE and Bell Canada Form Agreement to Expand CXone Availability

By: Luke Bellos    9/16/2021

Customer experience solutions leader NICE has announced a new strategic agreement with Bell Canada, in an effort to expand the availability of the NIC…

Read More

CUSTOMER Magazine Announces Winners of the 2021 Contact Center Technology Award

By: TMCnet News    9/9/2021

TMC today announced the winners of their 16th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

Read More

Plivo Survey Finds Back to School Shoppers Favor Retail Communications Most

By: Luke Bellos    9/8/2021

A new survey from Plivo finds that back to school shoppers are more likely to opt in to direct messaging marketing campaigns.

Read More