Acquire BPO - Most Innovative Company
Company: Acquire BPO, Melbourne, VIC, Australia
Company Description: Acquire BPO is a global business outsourcer that offers contact center, BPO, marketing and animation services. Our experienced global and local teams, strict compliance to regulatory standards, best-in-class IT practices and infrastructure enable us to provide solutions that give organizations a competitive advantage. With a workforce of 7,000, Acquire services private and publicly listed clients
Nomination Category: Company / Organization Categories
Nomination Sub Category: Most Innovative Company of the Year - 2,500 or More Employees
Nomination Title: Acquire BPO
Tell the story about what this nominated organization has achieved since 1 January 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.
Acquire BPO’s greatest accomplishments in the past year were geared towards transforming the organization into a true Business Process Outsourcing provider. We focused on innovation and technology upgrades, process improvement, employee development, culture cultivation, growth, expansion and global recognition. Our initiatives have led to a 16% growth in our revenue from USD89M in 2016 to USD103M in 2017.
Transforming towards automation
Acquire has made strong inroads with the roll-out of multiple home-grown automation initiatives including:
Data analytics that go beyond current reporting automation, allowing clients to gain complete business insight from a wide range of data sources.
Design, implementation and maintenance using the “squads” approach, allocating a mix of dedicated and consultant resources including engineers, programmers, business analysts, quality control and management.
Robotic Process Automation (RPA) enables the capture and interpretation of existing applications for processing a transaction, manipulating data and triggering responses without affecting the client’s underlying systems; allows for the ability to deploy assisted and unassisted robots.
Speech analytics extract and analyze recorded calls to improve communication and future interactions with intelligent insights from call trends, keywords & phrases, tone & sentiment (using Natural Language Processing (NLP) and machine-learning).
Virtual Agents (VA) provide optimal customer experience while increasing engagement and reducing support across channels with self-service capabilities via chat, social media and home assistant channels; seamlessly integrates with the client’s business systems to deliver automated customer outcomes.
Voice biometrics use the caller’s unique voiceprint, which helps our clientele trim down their call-handling time, improve customer experience and keep fraudulent purchases and transactions from happening.
Our in-house software development team creates and continuously upgrades systems and applications, including the Acquire Information System, an extensive online employee information database and performance management system; and Segue, our in-house contact center system. Other developments and upgrades include:
Segue QA – In-house quality analysis platform created to support our internal Automatic Call Distributor (ACD) system.
Automated Workforce Reporting (AWR) – Business intelligence reporting platform designed to integrate all data sources like Genesys, Segue, Salesforce and other CRMs into a single analytics engine.
Puppeteer – extension to our Genesys-powered IVR; gives clients direct access and control over their respective IVRs.
We partnered with Genesys, the world’s leading omni-channel platform, as their first true BPO partner. Acquire leverages Genesys’ features to provide a single, unified experience for a client’s onshore and offshore operations – an end-to-end platform that delivers seamless customer contact solutions. Our onsite service engineers design, develop and deploy solutions for clients, resulting in easier service deployment globally with high service availability.
Ramping up security and compliance
We ensure the information of our clients, their customers and all stakeholders are kept private by ramping up security and compliance throughout the organization. Our organization is PCI-certified globally and compliant with SOC 2 Type II standards, GDPR, ISO 207001:2013, COPC 5.0, state and federal DNC compliance, Telephone Consumer Protection Act, and international privacy laws, among others.
Upskilling and repurposing the workforce
We invest in upskilling our existing workforce alongside the establishment of our automation and business intelligence initiatives. By foreseeing trends in automation, Acquire established its own Employee Development Services team under the Learning and Development Department, mandated to equip employees with the knowledge they need to stay relevant. We combine employee education and engagement, and use the Acquire Values as a guideline for how we develop our people and foster a culture of innovation.
Expanding delivery centers in the Dominican Republic and the Philippines
Acquire is rapidly expanding sites in the Dominican Republic (DR) and the Philippines. Our site upgrade in the DR will provide more than 670 seats, while our new Philippine site at Uptown in Bonifacio Global City can host 780 production seats. Upgrades and site enhancements are underway for the Shaw Boulevard site in Mandaluyong City with an additional 170 seats.
In bullet-list form, briefly summarize up to ten (10) of the chief accomplishments of this organization since the beginning of 2017 (up to 150 words).
Innovation and automation in the areas of reporting and analysis, virtual agents/chatbots, Robotic Process Automation (RPA), Natural Language Processing (NLP), voice biometrics, machine learning.
Revenue increase from USD 89 million (2016) to USD 103 million (2017).
Site modernization and expansion in the Dominican Republic and Philippines (Uptown BGC and WCC Shaw Boulevard)
Adherence to standards and regulations including: PCI-DSS (Service Provider Level 1) certification and compliance to SOC Type II and GDPR, among others.
Omni-channel integration (Genesys) and development of new in-house solutions:
Segue:Contact Center platform
Segue QA:QA scoring tool
Puppeteer:IVR control tool
Automated Workforce Reporting:Business Intelligence reporting
Multiple international award wins: (for full list, see attachment)
Best People & Strategy Culture, 2018 CCW Excellence Awards Australia
2018 Fast 100 List, Australian Financial Review
World’s Best Outsourcing Providers list, International Association of Outsourcing Professionals (IAOP)—for two years in a row
Of the following types of innovation, which ONE do you want the judges to most appreciate about your organization's story of achievement since the beginning of 2017? Overall Innovation