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IPVG, Canadian call center ink BPO deal By Zinnia B. Dela Peña
Publicly-listed information technology and gaming conglomerate IPVG Corp. has forged an agreement with leading Canadian call center firm Gemma Communications LP to jointly provide outsourcing services to clients based in Canada and other countries.
GemmaCom has 1,000 seats in three call center facilities in Toronto, Ontorio and Quebec in Canada.
Under the agreement, IPVG and GemmaCom will also provide English-speaking customer support functions for clients of GemmaCom that have off-shore outsourcing requirements.
GemmaCom will be primarily responsible for promoting, marketing, quality assurance and infrastructure such as dialer and network set-up with its pre-existing outsourcing services. IPVG, on the other hand, will provide operations and infrastructure, including production seats and network, through its business process outsourcing (BPO) unit, IP Contact Center Outsourcing Inc.
“Our partnership with Gemma Communications strengthens IPVG’s outsourcing and off-shoring network. GemmaCom is a leading outsourcing provider in Canada, and allows us access to Canada’s growing off-shoring requirements. This is yet again another milestone for IPVG and the Philippine BPO industry,” said IPVG chief executive officer Enrique Y. Gonzalez.
For his part, Gemma Communications president Craig Meilleur said: “After completing a multi-continent review of possible off-shore locations and partnerships, we believe that our decision to go to the Philippines and team up with IPVG ideally positions Gemma to provide our clients with exceptional value and industry best call center solutions.”
The migration of service offerings from both companies will create a full complement of voice and non-voice delivery service capabilities such as inbound services (customer service, technical support and sales and marketing) outbound services (sales and marketing, surveys and loyalty programs), BPO services (email support, chat support, document management and transaction processing).
The agreement with GemmaCom is the third in IPVG’s BPO platform following its partnership with Credence Analytics in India and the acquisition of US-based call center Influent.
IPVG aims to be a regional operator of Internet data centers, online games and a regionally integrated business process outsourcing company.
Registered: Mar 2008
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