Webhelp expands LATAM capability with acquisition of leading Brazilian Digital Customer Experience Provider, Grupo Services
CCA PARTNERS
Webhelp, a leading global Customer Experience BPO player, has announced the acquisition of Grupo Services, one of Brazil’s leading providers of CX, BPO and technology solutions supporting leading US and Brazilian brands. Grupo Services clients include hyper-growth brands in areas such as fintech, banking, retail and ecommerce, and telecommunications.
Following the acquisition, subject to the approval of the relevant regulatory authorities, Webhelp will operate in 213 sites across 58 countries, with over 110,000 employees globally.
Recently named by Gartner as a leader in the Customer Services BPO Magic Quadrant, Webhelp is enjoying significant worldwide growth thanks to its focus on creating game-changing customer journeys for its clients and their customers.
The acquisition is aligned with its continued focus on innovation, with Grupo Services bringing with it an impressive portfolio of digital and technology-driven services including chatbots, omnichannel orchestration, self-service technologies, and CX journey design.
In addition, the deal reinforces the group’s geographic footprint, solidifying Webhelp’s strategic development in the Americas, and an extended ability to serve the Brazilian market, which is estimated to account for 25% of the CALA (Central and Latin America) CX BPO market.
The group will offer existing global clients immediate access to the Brazilian market and Brazilian Portuguese language services, while local clients will have the opportunity to enter new markets supported by Webhelp’s significant global footprint.
This acquisition underlines Webhelp’s mission to develop an innovative global presence at scale, helping it become a reference player in the Americas.
Olivier Duha, CEO and Co-Founder of Webhelp, said:
“We are delighted to welcome Grupo Services to the Webhelp family. Their leadership team shares our company’s game-changing mindset, with an innovative tech-enabled strategy that helps local and global brands deliver next-generation customer experiences in the Brazilian market. We are excited about being able to offer our existing clients immediate access to the significant domestic market in Brazil, while also supporting local clients with an ability to scale through our leading global footprint.”
CEO of Grupo Services, Jansen Alencar, shared, “We are very excited about this next chapter of growth and are honored to be chosen by Webhelp to support their entry into the Brazilian market. We feel that there’s great cultural alignment between our teams, giving us the certainty of a bright future for all our people. For our clients, this partnership allows us to take the great work we do to the next level, thanks to the global experience and expertise we can now bring to the table. Like Webhelp, we understand the importance of taking a holistic approach to CX, looking at it from a customer journey perspective.”
Grupo Services has experienced strong growth over the past years, expanding its leading CX expertise in across sectors such as High-Tech, E-commerce, Financial Services and Telco. Headquartered in Curitiba, Brazil, its specialties include customer care, automated collections & sales, omnichannel services, fraud prevention and detection, as well as next-generation in-house technology solutions.
The acquisition is Webhelp’s 11th in five years. Most recently, the company acquired OneLink BPO, a leading provider of digitally enabled CX, BPO and tech services in North and Latin America. This latest deal reinforces Webhelp’s leadership in CX services across the globe, positioning it to exceed $2.7 billion in revenue.
CEO of Webhelp Americas, Eduardo Salazar, said, “Grupo Services makes a fantastic addition to Webhelp’s digital CX capabilities and allows us to expand our geographic reach in a significant and growing market. Their team is made up of incredibly passionate people with an entrepreneurial spirit, a culture that is perfectly aligned with ours. Together we are excited to further expand our presence across the Americas and expand our tech capabilities.”
For Webhelp, Euro Latina Finance served as financial advisor while Pinheiro Neto served as legal and tax counsel, and Alvarez & Marsal served as financial, tax, and labor due diligence counsel. Auctus Advisors served as IT Technical due diligence counsel, and Latham & Watkins as antitrust advisor. For Grupo Services, IGC Partners served as exclusive financial advisor while Barbosa Müssnich Aragão served as legal counsel.
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About Webhelp
Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Over 100,000 passionate employees across more than 58 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.
About Grupo Services
Grupo Services specializes in customer experience management with an annual growth of around 30%, delivered sustainably and entirely with its own capital. With over 20 years of experience, the group is known for having created the first 100% digital contact center in Brazil, in 2016. Leveraging proprietary technology, the group has one of the most awarded AIs in the market, as well as a widely recognized culture focused on delivering unique experiences to clients, customers and employees - learning, understanding, transforming and solving the needs of each. This is what puts the group at the forefront of the industry, and always close to its stakeholders.