The FINANCIAL — DALLAS — ACS, A Xerox Company, today announced it is expanding its global capabilities with the acquisition of the Italian-based call center and business process services assets of Innova Consulting.
ACS’ latest acquisition will immediately begin providing business process services to Zurich Connect, the direct-to-consumer and online insurance brand of Zurich, as part of a five-year, $32 million outsourcing agreement to meet customer demand in the Italian market.
The acquisition provides ACS with its first operations facility in Italy with a 180-person call center and business process capability in the city of Cagliari on the island of Sardinia. The transaction accelerates ACS’ ability to offer its customer care services, such as inbound call center support, help desk services and back office processing capabilities to clients seeking these services in the region.
“This acquisition provides our current clients with the ability to serve their customers in the region or to expand their services in Italy,” said Connie Harvey, group president of ACS’ healthcare, payer and insurance group. “This newly-acquired facility and experienced staff will be able to quickly incorporate ACS’ proprietary business process services and immediately offer Italy as an option for global companies operating in the region.”
Innova Consulting was established to provide call center and back offices services to the Italian customers of Zurich Connect.
“Our insurance customers will immediately benefit when ACS introduces its proven industry expertise to the facility in Sardinia,” said Andrea Rapetti, Managing Director of Zurich’s direct business in Italy. “It is time this facility took the next step in providing exemplary client services to our customers.”
ACS handles more than 1.5 million contact center interactions daily in 150 customer care centers in more than 20 different languages.