Telecom Lead America: Xerox is set to acquire WDS, a
provider of technical support, knowledge management and related consulting to
wireless telecommunication brands.
WDS uses cloud-based platform called GlobalMineTM to
capture, analyze and manage technical support interactions across different
mobile device types. WDS uses this data to help clients adjust, in real-time,
any systemic issues and/or customer experience problems that their end-users
may be experiencing with their devices or service.
Based in the United Kingdom, WDS has over 2,000 employees
in the United States, United Kingdom, South Africa, Singapore, Australia and
New Zealand.
WDS’s expertise in the telecommunications industry
strengthens Xerox’s already broad portfolio of customer care solutions –
differentiating us as a trusted partner for a rapidly evolving industry that
requires reliable, accessible and scalable ways to support the complexity of
their consumers’ needs,” said Chris Tranquill, president of the Xerox
Telecommunications and Technology group.
Through its more than 48,000 call center employees who support
clients in 150 locations, Xerox is a leading provider of customer care
solutions, handling more than a million consumer interactions every day via the
phone and Web.
By focusing on the customer experience, wireless brands
can drive greater loyalty and differentiation. With Xerox, we now have the
ability to accelerate our global expansion, add more value to our customers and
deliver greater opportunities to our employees,” said WDS CEO David
Ffoulkes-Jones.
