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

Keeping Frontline Fast-Food Workers Connected and Supported

By: Matthew Vulpis    6/22/2022

Employees who are engaged are more likely to improve customer relationships, with a resulting 20 percent increase in sales.

Read More

At the Intersection of AI and CX, Unified Office Introduces Next Generation Sentiment Analysis Solution

By: Matthew Vulpis    6/21/2022

Summary: Unified Office , Inc. announced at ITExpo its next-generation sentiment analysis offering. Unified Office has greatly enhanced its Total Conn…

Read More

Phonexa Offers Benefits Through Revamped Partnership Program

By: Greg Tavarez    6/14/2022

Phonexa announced the launch of its revamped Partnership Program to help clients accelerate revenue growth opportunities and marketing through technol…

Read More

Pro and Contra of Using AI for Customer Support in Online Casinos

By: Contributing Writer    6/6/2022

The spread of the use of artificial intelligence in various services puts a choice for many businessmen whether to switch to AI for customer support s…

Read More

ConneXio Aims to Unseat CX Legacy Companies with Launch of ConneXio Cloud

By: Tracey E. Schelmetic    6/2/2022

ConneXio is leveraging AI, voice recognition, web3 and blockchain technologies, among others, looking to unseat some of the contact center industry's …

Read More