ATLANTIC Tele-Network (ATN), parent company of the Guyana Telephone and Telegraph Company (GTT), on Thursday launched a full-service outsourcing company that is expected to transform the customer experience industry.

The new company, named WeSolveCX, will focus on three customer experience areas: Marketing, consultancy, and customer experience journeys.

According to a release from GTT, the General Manager of the company, Shem Erskine said that WeSolveCX is an outsourcing business that works with other businesses to deliver on their customer-experience initiatives.

“We focus on how you get the customer on board; how you anticipate their needs. It is really that 360 view of who the customer is, and how you treat the people who are paying you to deliver your business services to them,” Erskine said.

He added: “We believe that with our business model, that we will help those businesses to deliver the best possible experience to their customers by anticipating their needs, looking at the right analytics to know what they would want, and when is the best time to deliver to them.”

The general manager said that the initiative is aimed at transforming the traditional customer service industry that is less friendly to the needs of various customers to understand and respond to various customer service points.

“You walk into a store, and the level of service you get is sometimes based on if you know the owner or someone in the store, and that determines if you go back and make another purchase, but it really is not inviting; it really doesn’t guide the customer to what you call the customer journey, and we are about to change that,” Erskine related.

Executive Chairman of the company, Christopher Daly said that WeSolveCX already serves both local and international companies.

“We serve businesses that are based in the US, the Caribbean, US Virgin Islands; we provide them with telemarketing services, inbound care services, IVR management, and we are currently working on a project to deploy a new CRM tool that will help businesses to transform customer experience journeys,” he said.

Daly added that the company is fully committed to the government’s development agenda, as Guyana experiences massive transformation and growth with oil-and-gas revenues.

“The oil-and-gas industry is still a business that has basic needs, and we wouldn’t want to be servicing the oil companies directly, but there are a number of entities that serve them who need our services,” he said.

Daly added that 70 per cent of their staff work remotely, and this was made possible by GTT fiber deployment that provides the additional speeds required to make this a very seamless process.