Xerox announced today that they have bought themselves a new support company, UK-based WDS, which brings with it about 2,000 employees.
WDS provides support analytics to wireless providers through its own proprietary system, GlobalMine, to in the words of Xerox’s press release:
… capture, analyze and manage millions of technical support interactions across thousands of different mobile device types. WDS uses this data to help clients adjust, in real-time, any systemic issues and/or customer experience problems that their end-users may be experiencing with their devices or service.
Xerox recently opened a new call center in Webster as well, as “The Document Company” appears to be slowly transitioning into “The Tech Support Company,” I guess? Full text of press release below:
Xerox Acquires UK-based WDS; Strengthens Leadership in Customer Experience Management for the Wireless Industry
NORWALK, Conn. – Xerox (NYSE: XRX) has signed a definitive agreement to acquire WDS, a firm that provides technical support, knowledge management and related consulting to the world’s largest wireless telecommunication brands.
WDS uses a proprietary cloud-based platform called GlobalMineTMto capture, analyze and manage millions of technical support interactions across thousands of different mobile device types. WDS uses this data to help clients adjust, in real-time, any systemic issues and/or customer experience problems that their end-users may be experiencing with their devices or service.
Based in the United Kingdom, WDS has over 2,000 employees in the United States, United Kingdom, South Africa, Singapore, Australia and New Zealand.
“WDS’s expertise in the telecommunications industry strengthens Xerox’s already broad portfolio of customer care solutions – differentiating us as a trusted partner for a rapidly evolving industry that requires reliable, accessible and scalable ways to support the complexity of their consumers’ needs,” said Chris Tranquill, president of the Xerox Telecommunications and Technology group.
Through its more than 48,000 call center employees who support clients in 150 locations, Xerox is a leading provider of customer care solutions, handling more than a million consumer interactions every day via the phone and Web.
Founded in 1995, WDS is led by CEO David Ffoulkes-Jones, who will continue with the company after the acquisition closes. “By focusing on the customer experience, wireless brands can drive greater loyalty and differentiation,” said Ffoulkes-Jones. “With Xerox, we now have the ability to accelerate our global expansion, add more value to our customers and deliver greater opportunities to our employees.”