Contact Center Americas, Colombia’s principal contact center outsourcing company, has selected etalk, a leading provider of contact center software and services around the world, to provide VoIP recording, evaluation and eLearning solutions that will enable the company’s aggressive growth plans for the future, including expanding its international customer base.

“Our success is based on understanding our customers’ needs and helping them solve their business problems,” said Fernando Castellanos, etalk’s vice president of Latin American sales. “We are delighted to have won the confidence of such a respected company like Contact Center Americas and will deliver the highest level of service and value to them.”

Contact Center Americas has almost 3,000 employees and it is owned by two of Colombia’s most important economic groups: Grupo Carvajal and Empresa de Telecomunicaciones de Bogotá (ETB), offers integrated solutions with top-level productivity and quality standards to the leading companies in the country. The company’s client portfolio includes companies such as: Codensa, Aerorepublica, ETB, Comfandi, Citibank, El Tiempo, Schering Plough and Banamex.

“We currently manage more than 500,000 inbound and outbound calls daily in our 1,700 work stations,” indicated Sandra Viviana Gonzalez, Business Manager of Contact Center Americas. “An important step in meeting our growth plan is acquiring new cutting-edge technology to offer new and improved services. For that reason, we decided to look for a partner who could take us to the next level in services and etalk became the obvious option with its perfect combination of technology, cost, flexibility and support.”

etalk installed Observe VoIP Servers for Contact Center Americas in Cali and Bogotá to manage inbound calls, conference calls, held calls and calls in queue. New etalk solutions were deployed using Genesys SIP Server Version 7.2 and standard IP Softphones.

According to business information company Datamonitor, Latin America’s contact center sector is the fastest-growing in the world, while Colombia’s is the third fastest-growing in Latin America, after Brazil and Mexico. The firm estimates that the Colombian contact center market will reach 41,000 agents and nearly 850 contact centers in 2008 from 15,000 agents and about 300 contact centers in 2003. In addition, the number of agent positions in Colombia due to both domestic and offshore outsourcing is expected to grow from 4,100 in 2003 to nearly 11,000 in 2008.