Milan, 1 July 2016
Covisian – leading group in the customer operations sector, founded by the recent merger of two Italian companies, Visiant and Contacta – presents its industrial strategy, the new brand and placement, to launch an innovative business that responds fully to the new needs in the market. Leading the group will be Daniele Palazzo, CEO of Visiant and Chariman of Contacta. The Group was established through an initiative of Aksìa Group SGR S.p.A. with the involvement f the previous Visiant and Contacta shareholders. The operation implied the acquisition of 100% shares in both companies through a Holding controlled in the quota of 55% by Aksìa and 45% by the shareholders of Visiant and Contacta.
NUMBERS – The operation generated the third operator in the sector in Italy, with an overall turnover in 2015 of over 110 million Euro, the Group forecasts a growth of between 15% and 20%, in the 2016/2019 period.
Covisian employs more than 4000 people and has 13 offices, with a presence spread throughout the national territory, in the following cities: Milan, Rome, Naples, Genoa, Bologna, Torino, Rende (CS), Catania, Vimercate (MB). With a portfolio of more than 50 national companies mainly in the sectors of energy, telecommunications, finance, banking and insurance, online public administration and media, (such as Google, Inps, Fastweb, Sky, CheBanca!, Lavazza, Enel, Agos) the Group represents one of the most dynamic enterprises in the advanced service industry, with a total of over 50 million contacts processed every year.
DISTINCTIVE SERVICES AND ASSETS – The Group offers a vast range of services that cover every aspect regarding outsourced management of medium and large size companies The services provided range from customer care to telemarketing, from document management to social caring.
The Group also offers a consolidated experience in multichannel management and in high added value services like the management of complaints and legal pre-litigations, relations with the consumer associations, development of the client portfolio as well as credit recovery activities. In support of the Business Process Outsourcing (BPO) offer, the group uses certain assets that exploit technology to elevate the quality and efficacy of the services provided. Covisian’s disctinctive offer includes the competence in the application of data analysis systems (big data) to improve the Customer Experience, to “sense” for example, the user’s need, directing the latter to the best channel, intercept signals of unexpressed dissatisfaction and propose initiatives to enhance the relation ad, if necessary, recoup it before it can deteriorate (churn prevention).
The use of big data enables a personalized and intelligent management of every single contact, providing the tele-consultant, in real time, with suggestions and indications processed by the system on the basis of the history of the relations. In this way, it is possible to offer a service and contact experience which is as close as is possible to the end-user’s requirements and expectations.
The Group has also developed a management model known as Sparta which significantly reduces the complexity of the operations in the contact centres. This model helps to improve the performance of the internal operations, through well defined processes, a slim and simple organizational model, proprietary applications provided with evolved algorithms for programming production. In this way, Sparta offers a competitive advantage that translates into a greater satisfaction for the customers of the Group.
MARKET AND STRATEGY – With the Visiant-Contacta merger, Covisian responds to the increasing demand for qualified partners (in terms of size, processes and competencies), in a market where there is an increasing need for structured companies that are able to offer a wide range of services and support the achievement of strategic objectives through an innovative and differentiated customer experience.
Covisian’s objective is to confirm itself as a point of reference on the Italian market and at the same time penetrate the international market.
In Italy, the Group will aim at an organic growth through new services and added value, that will enable the consolidation of the current client base but also further develop sectors that are showing greater growth such as, for example, utilities, finance and insurance.
Covisian aims also to grow, in Italy and abroad, through acquisitions of synergic businesses with the strategic objectives of the Group, attention will be turned to companies with specialist competences on particular services or industrial sectors.
The international development strategy, in particular, aims to further qualify the offer to the large multinationals that require a geographic presence in the Countries in which they work. Covisian has just completed the acquisition of company branch 1254, by Italiaonline.
NEW BRAND AND PLACEMENT – Covisian is the answer to Business Process Outsourcing market demand to combine operational excellence and innovation capacity, to realise a continuous improvement of the Customer Experience. He name “Covisian” is not just the logic combination of two names, it was chosen because it incorporates two fundamental concepts “condivisione” (sharing) and “vision”, which express the will of our Group to get to know and share the strategies of the client companies, in order to be able to support them at best. Covisian goes beyond the traditional paradigm of the contact centre, evolving from ‘mere contact management tool’ to key factor in the achievement of the business objectives, giving back value, in this way, to its clients.
THE COMPANIES – Founded in 2000, Visiant is among the first Italian companies specializing in client base management and development trough contact centre services, customer care and lines of offer in which technology and the different competencies enable the end-to-end services and with added value. The company has distinguished itself over time for its innovative business models and for the wide range of services offered.
Since 1996, Turin based Contacta has been playing a leading role on the Italian market of contact centres and business process outsourcing services, customer base management, inbound and outbound marketing, back office. The company is recognised on the market for the elevated quality of the services provided both in the adoption of technological tools and organizational models that guarantee the constant control of the operations’ performance.