PRESS RELEASE: Contact Solutions, a leading provider of cloud-based customer engagement solutions improved by business intelligence announced it has acquired NexxPhase, a wholly owned subsidiary of business process outsource provider NexxLinx. NexxPhase is a cloud-based provider of virtual customer engagement solutions that rapidly integrate communication channels, customer interactions, and back-office systems.
With the acquisition, Contact Solutions strengthens its interactive voice response (IVR) solution, unique personalization capabilities, fraud management technology, and the company’s recently introduced mobile and web digital customer engagement offering, My:Time™. NexxPhase expands and enhances the company’s portfolio with business process management and agent facing capabilities, enabling the combined company to provide a broader technical suite of solutions to commercial and government clients.
“We are pleased to welcome the experienced staff from NexxPhase to the Contact Solutions team, and to add NexxPhase capabilities to our portfolio of innovative customer engagement solutions,” said Michael Southworth, CEO of Contact Solutions. “We have already developed a solid partnership that is delivering operational excellence and customer value. Contact Solutions and NexxPhase are a natural fit, with demonstrated joint strengths delivering customer experience (CX) enhancements and agent efficiency improvements. Our recent deployment to support the State of Georgia with the implementation of their new statewide Hosted Contact Center (HCC) initiative, providing cross-program, multi-service integration to critical Government Agency programs, is an early example of the successful collaboration with our solutions.”
Initial implementations for the GA HCC initiative serve six agencies, including the Division of Family and Children Services, Child Protective Services, and Georgia Department of Corrections (GDC) Probationary Reporting Contact Center.
“We are excited for the next evolution of the NexxPhase business to progress as part of Contact Solutions, with their highly regarded portfolio of customer engagement solutions,” said Craig Mento, CEO of NexxLinx. “NexxPhase technology was created out of our expertise in the contact center market, and we look forward to continuing our partnership to deliver enhanced services to our BPO clients. By combining our resources and talents with Contact Solutions to this degree, our clients will benefit from best-in-class contact center services across the customer engagement value chain.”
The integration of the two businesses is underway, with a continued focus on providing exceptional service to the company’s expanded partner and client bases.