VXI Global Solutions - Innovative Management in Business Product & Service Industries
Company: VXI Global Solutions, LLC, Los Angeles, CA USA
Category: Award for Innovative Management in Business Product & Service Industries - 100 or More Employees
Nomination Title: Significant progress and humbling success in 2019
Essay:
"Over the last 21 years, VXI has grown from BPO service-provider to an idea-to-market technology innovator. We understand that the only way to meet the standards of next generation customer experience is through technological breakthroughs, hence, we decided to setup our technology innovation center of excellence in the Philippines, in Asia Pacific region.
VXI is the only business services management company with a dedicated R&D (product development and research) wing that is constantly building tools to enhance customer experience through connected devices and contact center operations management. We invest a couple of million dollars every year to develop new tools, maintain and improve existing and drive global adoption. We continue to invest in developing purpose-built tools that are utilized by our clients to drive productivity improvements and efficiency enhancements. This is unparalleled in our industry, and the true reflection of our innovation DNA.
VXI is determined to be the next generation customer experience company by offering the most intuitive, digitally connected, unified, channel agnostic solutions. As a company that manages customer experience on behalf of some of the world’s most well-known and desired brands, the best gauge of our success is the acknowledgement and recognition we receive from our clients. In addition, we stayed focused on the fundamental purpose of our existence – to create value for our shareholders by driving profitable growth, and creating value for our employees by developing our people and building meaningful careers. All these elements put together can make an organization successful during any given period, and VXI made significant progress in these areas and experienced humbling success in 2019.
I. Operational Excellence:
In 2019, VXI received service excellence awards from clients* that represent nearly 60% of our business including:
-Fast Growth Tech Unicorn (Ride Sharing and Food Delivery)
- 50 Communications and Media Conglomerate
-Fortune 25 Telecommunication Major
-US’ Leading Satellite TV Service Provider
-Leading Subscription Based Retailer *All client organizations do not give out enterprise ranking or awards.
II. Technology-led Service Delivery and Transformation Mindset:
-~2.5% of annual revenue invested back in innovation and development
-Rolled out Robotic Process Automation (RPA) capability
-Memory Science technology integrated with our award-winning contact center tools: Training SimulatorTM and Performance Pro 360TM; recognized by our clients/industry – thousands of licenses sold to Fortune 500s
-New investments in AI-assisted Chat bot that integrates with popular social messaging platforms like WeChat, used by many clients in APAC.
-In-house developed VisionSuite™ that integrates IVR, CRM, and QA platforms to help our client save significantly on an annual basis.
III. Creating Value for Shareholders & Employees (Passion for People)
-Continued double-digit compound annual growth rate trend through 2019
-~10% increase in global workforce from 32,000 in 2018 to 35,000 in EOY 2019 Consistent double digit profitability; exceptional in contact center/BPO space
-Employee Satisfaction (ESAT) Survey overall score improved consistently during the past 5 years; last recorded at 85% with 99% participation rate in APAC.
-ESAT used as strategic planning tool – top 3 issues resolved regardless of the commercial implication – drove higher engagement and satisfaction
In addition, VXI also received industry recognition from several quarters across different delivery markets we operate in, including the US, Guatemala, Jamaica, Philippines, and China.
IV. Industry Recognition & Social Proof (2018):
-12th ICT International Awards, March
-Best Contact Center & BPO Company of the Year 2019, 2018, 2017
-Best Company of the Year 2019
-Most Innovative Company of the Year 2019, 2018
-2018 China Awards
-China’s Leading Service Provide Top 10
-Leading Service Providers in Financial Industry
-Top 100 Service Providers
-CTI Forum Editors’ Choice Award-Finance Call Center Solution
Links:
Passion for People: https://www.youtube.com/watch?v=L7yueASyTAE
VXI Passion for People - Kids Edition: https://www.youtube.com/watch?v=b9OGp-HBXDo
VXI Global Solutions, LLC. YouTube Channel: https://www.youtube.com/channel/UCcJpLXrl0G9zkEdKa42nI6g