Contax Participacoes S.A., a corporate service company, provide business process outsourcing services related to customer relationship management (CRM). The company offers various channels of communication to interact with customers, including voice, Internet, e-mail, mail, fax services, and sales and marketing promotion at points of sale. As of December 31, 2010, the company operated 38,680 workstations located throughout 34 contact centers in Brazil. Services The company provides integrated customer-interactive products and services covering various stages of the customer lifecycle through multiple communications channels. Its services include customer service, telemarketing, technical support, customer retention, debt collection, information technology (IT) services, and trade marketing. Customer Service: The company’s customer service solutions focus on providing customer service and on understanding the reasons why customers initiate contacts, which are followed by specific recommendations for improving services offered by its clients. It also develops cross-selling and up-selling strategies associated with customer service efforts and identifies opportunities for automation. The company’s customer service solutions are segmented into interactive voice response (IVR), personal services (B2C and B2B), technical support, field support, and back-office. Telemarketing: The company’s telemarketing service is focused on providing solutions for attracting new customers (whether through active, receptive, or blended approaches) and improving returns from the existing portfolio of customers, always focusing on the specific characteristics of each customer and its client’s target market. Debt Collection: The company designs debt collection strategies together with its clients to improve results, while emphasizing customer retention. It participates from the early stages of developing its clients’ debt collection strategy through the actual execution of the strategy, using database filters (systems that prioritize contacts and determine the type of service each customer would receive), predictive dialers and other automated contact tools, such as voice mail and text messages typically sent to wireless handheld devices. Technical Support: The company provides technical product support for its clients’ customers. It handles troubleshooting calls of consumer products, respond to software and hardware problems, provide support for ISPs’ dial-up and broadband customers, and manage corporate IT help desks. Customer Retention: The company provides its clients with customer retention services, whether by persuading their end-customers not to cancel a service or by observing customer behavior and taking preventive measures to avoid cancellation requests. Trade Marketing: In September 2010, the company acquired Ability Comunicação Integrada Ltda., a company active in the trade marketing sector, including marketing, sales promotions, merchandising, and market research. Its specialty is to plan, guide, create, deploy, operate, and monitor various phases of a sales initiative at the point of sale or a distribution channel. IT Services: The company's indirect subsidiary, Todo Soluções em Tecnologia S.A. (Todo), is a center for integration and operation of technology services, focused on solutions for CRM market requirements. Todo offers outsourcing of the technological environment for customer service, telemarketing, and debt collection centers. It also offers solutions for information and timecard access management, which improves control of personnel and provides integrated information to human resources systems. Todo also provides solutions for management reports, voice network projects and IT environment optimization. The company also offers other services, such as dispatch, back-office support, and surveys. Markets and Clients The company provides contact center services primarily across the following sectors: Telecommunications: This sector includes wireless and fixed-line telecommunications, pay TV and Internet. The company provides a range of contact center services to Telemar Norte Leste S.A. and its subsidiary, TNL PCS S.A., which are indirectly under common control with the company and are jointly referred to as Oi. Oi’s operations include fixed-line terminals, long-distance services, and mobile services, as well as broadband and corporate voice and data services. The company also provides services to Net, a cable TV operator in Brazil; TIM and Intelig, companies owned by Telecom Italia; Embratel, which is owned by Telmex; and other Brazilian companies. Financial Services: The company provides a range of services to the credit card, retail bank and insurance segments, as well as to consumer credit companies. Insurance: The company’s clients include the main Brazilian participants in the insurance market. It provides diversified contact center services to various types of insurance companies, such as auto, health, life, and property insurance providers. Other Sectors: Other key sectors include travel, transportation, utilities, health care, government, retail, and manufacturing. Acquisitions In May 2011, the company completed the acquisition of Stratton Spain S.L., Allus Spain S.L., Stratton Argentina S.A., Stratton Peru S.A., and Multienlace S.A. (collectively, the Allus Group). The Allus Group is a main contact center service provider in Latin America, with 22 units in Argentina, Colombia, and Peru, as well as commercial activities in the United States and Spain. Competition The company's major competitors in Brazil are Atento; Tivit; Dedic; CSU; Teleperformance; Convergys; Teletech; and Sitel. History Contax Participacoes S.A. was founded in 2000.
Avenida Paulista, 407
São Paulo, SP 01311-000
Phone: 55 11 3131 9300
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