Hosted IVR

January 11, 2013

Ubiquity Global Services Inks Multi-Year Deal with Univision Communications

By Mandira Srivastava
TMCnet Contributor

Ubiquity Global Services, a business process outsourcing (BPO) organization started in 2012, has announced the signing of a multi-year agreement to provide services to Univision Enterprises, a division of Univision Communications Inc., the leading media company serving Hispanic America.

As part of the agreement, this deal will provide a full range of services for Univision's General Purpose Reloadable (GPR) card program, further bolstering Ubiquity's financial services client portfolio.

Under this contract, Ubiquity will offer many bilingual contact services, including multichannel customer service, mailroom and process fulfillment work.

These services will be delivered from Ubiquity's facilities in San Salvador, El Salvador and Manila, Philippines using Ubiquity's global cloud ACD solution.

"Continuing our relationship with the Ubiquity team was a natural decision," said in a statement Scott Scovel, vice president of Prepaid Financial Services, Univision Communications, Inc. "Several members of Ubiquity's team had provided services to us previously, and were instrumental in the development of our successful customer experience program. In our quest to continue delivering outstanding service to our prepaid card customers, Ubiquity was an ideal choice."

The company offers a full range of interactive voice response (IVR) services for Univision's GPR card program, including application design, development and VoiceXML (News - Alert) hosting.

"We're thrilled to welcome Univision to our rapidly growing company," said Matt Nyren, president of Ubiquity Global Services. "Many members of our team were previously engaged in providing services to Univision's GPR product, and we're looking forward to our continued partnership. We're also excited to be launching our IVR services with Univision, we believe that our integrated approach will yield significant savings and enhance customer experience." 

The agreement covers facilities in Manila, Philippines and San Salvador, El Salvador, Ubiquity has begun a strategic expansion program to bring new products and services into its portfolio, including IVR services.  

Ubiquity has planned to invest heavily in its offerings throughout 2013 and introduced several new products and services to the marketplace in the coming months.

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Edited by Braden Becker