Knoah Solutions Goes Near-Shore, Ensures Agent Optimization

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.