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iQor Enhances Contact Center Outsourcing Services with CCT Group Acquisition

By Rajani Baburajan, TMCnet Contributor

Customer interaction solutions provider iQor (News - Alert) has acquired CCT Group, a provider of dedicated, shared and hybrid contact center outsourcing solutions, from majority investor Headland Capital Partners. As part of this deal, iQor is acquiring CCT free of its existing debt with the support of iQor’s equity owners, Huntsman Gay, CVCI and Starr Principal Holdings.

“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, in a statement.

CCT serves a number of blue-chip firms. As a result the acquisition complements and extends iQor’s client profile in key verticals, including Telecommunications, Retail and Business Services. In addition to strengthening iQor’s technology offerings, the acquisition also expands the company’s 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.

“Clients are demanding the latest sophisticated technology, processes and methods along with actionable insights from cutting-edge analytics and business intelligence tools,” Merritt added. “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.”

Richard Eychner, CEO of CCT, confirmed that the acquisition combines the company’s global brand, service culture and reputation, and large and loyal customer base with iQor’s technology platform and analytics capabilities. With this acquisition, CCT can also continue to deliver contact center solutions to market that place customer relationships at the center.

"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.”

Recently iQor announced it is expanding   contact center outsourcing operations in the Clark Special Economic Zone in the Philippines.

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