Former Working Solutions contact center unit WS Live announced it has acquired Bolder Thinking Communications, a software innovator in cloud-based contact center services from Astute Solutions. Terms of the acquisition were not disclosed.
The combined businesses, led by former Working Solutions CEO Tim Houlne, will be called “Humach” (combination of human/machine) and headquartered in Dallas, Texas.
Humach will deliver three classes of services in the fast-growing contact center market. It will maintain white-glove, physical contact centers in Dubuque, Oelwein and Mason City, Iowa, develop value-priced global delivery capabilities in other parts of the world and deploy best-in-class cloud-based contact center services, including automation and mobile access capabilities.
“Business process outsourcing has become a lifeline to the world’s leading enterprises,” said Houlne, an entrepreneur who helped lead Working Solutions for more than 15 years.
“Through our Humach business, we will provide clients with automated contact center services that integrate and augment the human element,” Houlne added. “Our clients will enjoy the best of both worlds, solutions that are sophisticated, yet simple, scalable and economically practical.”
Humach addresses a robust market. A prominent industry analyst firm estimates global contact center spending at $300 billion to $350 billion. Third-party outsourcing accounts for 20 percent to 25 percent of that number, according to the firm.
“We are changing the game in how businesses engage, acquire and support their customers,” said Houlne. “Humach will offer clients the perfect balance of high-tech, high-touch care.”
One of Humach’s largest customers will be former WS Live parent company, Working Solutions Group, which will leverage Humach’s multi-channel call distribution and automated applications in its virtual contact center services.