Following its acquisition of the business process outsourcing (BPO) and customer experience technology (CXTech) businesses of Altron People Solutions in October 2021, global customer experience management firm iSON Xperiences has significantly strengthened its presence in the South African market to meet growing corporate demand for specialist onshoring services.
“We were looking to gain a foothold in the country and make more jobs available to South Africans in ways that made the most strategic sense for us. At the end of 2018, iSON Xperiences secured the MutiChoice business to deliver customer experience services. Within six months, we were made their exclusive partners for providing inbound customer services and focused on strengthening the three call centre facilities we developed for them. At the time we had 1,200 agents serving MultiChoice customers,” said Pravin Kumar, Global CEO of iSON Xperiences.
But to build on this, the company realised it needed to focus on more than just organic growth. In conjunction with the international intellectual property, it would bring to South Africa, iSON Xperiences wanted to ensure that a foundation was in place to harness local talent.
“The timing of the Altron deal could not have been better for us. It presented iSON Xperiences with the ideal way to build its base in South Africa,” he said.
