Ivan Kotzev

@IvanK_NH

Research Analyst . Interested in disruptive technology & . I tweet about contact center news

United Kingdom
Vrijeme pridruživanja: rujan 2015.

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  1. Prikvačeni tweet
    19. pro 2019.

    Launching new Services in Telecom and Media report. This project will stimulate and promote the next stage of in & , from the development of improved revenue generation processes to highly automated support

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  2. prije 20 sati

    'Digital Agent is orthogonal to linear decision making, able to handle significant variance' ... webinar on digital workforce

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  3. prije 20 sati

    'Departure from IVR algorithms to brain algorithms to deliver a human level of service' Currently listening to an webinar 'The World’s First Marketplace for Digital Employees'

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  4. prije 20 sati

    . completes the acquisition of CCC You can read more details and my view in the blog published in December 🇩🇪🇦🇹

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  5. 5. velj

    New Services profile now published at . Details on consulting and capabilities, dialog design unit, IP, client case studies and investment areas. 🤖

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  6. 4. velj

    . acquires . Adds sites in Las Vegas, NV; Hyderabad & Pune, India; Tegucigalpa, Honduras and Guatemala to reach ~18k employees supporting ~30 languages from 22 delivery locations in 9 countries

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  7. 4. velj

    . Q3 FY20 (ending 31 Dec 19): revs up 6.9% y/y (up 8.3% in CC) to Rs. 10,535m (~$147m), margin down 66bps y/y to 11.2% . Full details at

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  8. 3. velj

    . partners with for automated speech recognition

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  9. 3. velj

    A similar picture in , driven by the increased demand for quick shift to high-value services/digital transformation capabilities. Off top of my head, 2019-2020 CEO changes include: 1. Atento 2. Startek 3. Transcom 4. Firstsource 5. Emergia

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  10. 3. velj

    Check out Rachael Stormonth series of tweets on the leadership changes in & in the last year

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  11. 31. sij

    . opens new site in Recklinghausen, 🇩🇪, starts with 64 stations and has capacity for 300 people

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  12. proslijedio/la je Tweet
    31. sij

    Starting project on Process Discovery & Mining Technology Evaluation ; looking to interview 20 key vendors.

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  13. 30. sij

    Thanks Jyl. Our industry receives less credit than it deserves.

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  14. 28. sij

    Croatian BPS provider M+ Group merges with Turkish vendor CMC 🇹🇷, adds ~4k people in Istanbul, Şanlıurfa, Malatya, Rize, Bayburt, Van

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  15. 28. sij

    Puja Bhatia: talent mngmt pillars are •Psychometric assessment-based hiring •Emotional intelligence-based hiring & training •Self-learning games, comics, and video learning •Career tree

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  16. 28. sij

    Puja Bhatia: Agents’ learning curve is disappearing because self-service and bots solve the easy interactions

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  17. 28. sij

    ... upskill resources for value addition, know the basic elements of which processes to automate & deploy analytics

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  18. 28. sij

    Sidharth Mukherjee: 'T.A.P.’s role is not to be an army of thousand employees, but be an internal catalyst and educate the entire organization; to become part of the DNA’

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  19. 28. sij

    Sidharth Mukherjee: ' focuses on integrated digital solutions & repositions as a knowledge partner, which understands client industry, targets changing client profiles & addresses different market needs'

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  20. 28. sij

    . Global Analyst Meet in India: Continue to expand WAH, pilot India in 2020, focusing on major metro areas to support high seasonality demand

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  21. 27. sij

    New profile available for members. Details on delivery structure, IP and technology partnerships, client examples in healthcare, travel, & investment areas 🤖

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