ACS, a Xerox company, has acquired the Italian-based call center and business process services assets of Innova Consulting.
The acquisition provides ACS with its first operations facility in Italy with a 180-person call center and business process capability.
Innova Consulting was established to provide call center and back offices services to the Italian customers of Zurich Connect.
ACS hopes the acquisition will provide business process services to Zurich Connect, the direct-to-consumer and online insurance brand of Zurich, as part of a five-year, $32m outsourcing agreement.
The transaction is also expected to improve ACS’ ability to offer its customer care services, such as inbound call center support, help desk services and back office processing capabilities to clients seeking these services in the region.
ACS healthcare, payer and insurance group president Connie Harvey said the acquisition provides current clients with the ability to serve their customers in the region or to expand their services in Italy.
"This newly-acquired facility and experienced staff will be able to quickly incorporate ACS’ proprietary business process services and immediately offer Italy as an option for global companies operating in the region," Harvey added.
ACS handles over 1.5 million contact center interactions daily in 150 customer care centers in more than 20 different languages.
Managing Director of Zurich’s direct business in Italy Andrea Rapetti said, "Our insurance customers will immediately benefit when ACS introduces its proven industry expertise to the facility in Sardinia."
"It is time this facility took the next step in providing exemplary client services to our customers."
