iQor to Acquire CCT Group, Enhancing Leadership in Customer Care

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iQor, a global provider of intelligent customer interaction and outsourcing solutions, today announced it has acquired the CCT Group, a global provider of dedicated, shared and hybrid contact center outsourcing solutions, from majority investor Headland Capital Partners.

The acquisition of the CCT Group is part of our strategic plan to apply our technology-enabled solutions and deep analytics capabilities to a broader platform,” said Norm Merritt, President and CEO of iQor. “Clients are demanding the latest sophisticated technology, processes and methods along with actionable insights from cutting-edge analytics and business intelligence tools.  We believe acquiring CCT will expand our abilities to offer our respective clients a wider range of technology-enabled solutions and Big Data analysis into the increasingly complex customer experience.”

CCT has a blue-chip customer care client base that complements and extends iQor’s client profile in key verticals, including Telecommunications, Retail, and Business Services. The acquisition also bolsters iQor’s technology offerings while expanding its global footprint in Latin America and the Philippines, allowing clients to take advantage of a broader set of skills and labor markets across the world.

“We look forward to joining the iQor team,” said Richard Eychner, current CEO of CCT. “iQor and CCT share a vision and culture of using the best technology and the best talent around the globe to deliver world-class customer service to their customers.  By combining our strong global brand, service culture and reputation, and large and loyal customer base with iQor’s technology platform and analytics capabilities, we believe we can continue to build and bring solutions to the market that place customer relationships at the center.”

CCT has 4,500 employees and maintains two customer care brands.  Interactive Response Technologies (IRT) was founded in 1993 as a software company for the call center industry before it began operating contact centers on behalf of its Fortune 500 clients. Cyber City Teleservices, founded in 1999, provides call center outsourcing solutions to some of America’s leading brands from operations in Panama and the Philippines.

The terms of the transactions were not disclosed.  iQor is acquiring CCT free of its existing debt with the support of iQor’s equity owners, Huntsman Gay, CVCI and Starr Principal Holdings.

“Our additional investment today underscores our belief in iQor’s opportunity to transform the BPO industry,” said Gary Crittenden, Managing Partner of Huntsman Gay Global Capital, a majority investor in iQor. “CCT brings an exceptional track record in customer care and will enhance iQor’s growth as a leader in the BPO space.”

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Posted in BPO, BPO & CRM, CRM, Debt Collection .

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