Teleperformance, a provider of outsourced multichannel customer experience management, will acquire Aegis USA, a major outsourcing and technology company in the United States, the Philippines and Costa Rica, for $610 million.
The business to be acquired represents total annual revenue of $400 million and more than 19,000 full time employees across 16 centers in the three countries, serving multiple premium clients in various key growing industries in the U.S. market. In particular, the deal strengthens Teleperformance's presence in the healthcare, financial services, travel, and hospitality verticals.
The deal "fits perfectly with our long-term strategy," Daniel Julien, Teleperformance's executive chairman, and Paulo César Salles Vasques, its CEO, said in a joint statement.
Peter Ryan, a principal analyst in Ovum's global IT services practice, says the decision by Teleperformance to acquire Aegis' U.S. operations "is a forward-looking move in many respects."
"Most notably," he says, "Teleperformance will be in a strong position to take on higher levels of call volumes, essential as U.S. consumer activity increases through the coming months, which will lead to enterprises seeking out contact center partners to help deal with both demand and high levels of customer care. "
Ryan also notes that there are "obvious vertical benefits" to this deal for Teleperformance, especially in healthcare and travel and tourism, "two sectors that Ovum expects will grow their use of CRM outsourcing over the next five years."
Additionally, the deal "helps Teleperformance shore up capacity in an industry where consolidation has been pervasive over the past 24 months,” he adds.