Foundever, KMS Lighthouse partner for global contact centers
MIAMI, UNITED STATES & TEL AVIV, ISRAEL — Business process outsourcing (BPO) firm Foundever, formerly Sitel, has partnered with KMS Lighthouse, a software company in the enterprise knowledge management space.
The collaboration aims to provide comprehensive knowledge management for large enterprises.
“Foundever, as one the largest BPOs employing 170,000 associates around the globe, with a great focus on customer experience will leverage the unique KMS Lighthouse technology to provide better service for their global clients,” said KMS Lighthouse CEO Sagi Eliyahu.
The partnership sees KMS Lighthouse’s superior knowledge management technology merging with Foundever’s expertise in customer experience. This technology has demonstrated its potential to provide operational efficiencies, reducing onboarding by 50% and minimizing error rates and time to knowledge by 25%.
“KMS Lighthouse has seen hyper growth in the last 2 years as organizations’ knowledge management needs have significantly grown,” explained Eliyahu.
The partnership also emphasizes a remarkable ROI for clients, reducing handling time and boosting self-service success rates, said Ana Athayde, Global Head of Technology & Partnerships at Foundever.
“When knowledge management is powered by the right technology and expertise, our clients’ agents are more productive, have improved response quality and see lower error rates,” Athayde added.
KMS Lighthouse, with its SaaS knowledge management technology, provides real-time access to accurate and consistent knowledge, enhancing customer and employee experiences. Their customers include Fortune 500 companies like Toyota Finance, GE Healthcare, and Orange Telecom.
Foundever, a leader in the CX industry, has approximately 170,000 associates globally. The workforce supports over 9 million customer conversations in more than 60 languages across 45 countries daily.
Earlier this year, Sitel Group unveiled it has transitioned to Foundever. Since purchasing Sykes in 2021, Sitel has established itself as one of the world’s top three CX service providers.
