Emerge BPO to invest in automation and bot creation

Local Business Process Outsourcing (BPO) company, Emerge BPO is diversifying its business operations to include automation and bot creation.

This is according to Emerge BPO’s Vice-President of Operations, Dalgleish Joseph, in an exclusive interview with Guyana Times.
He posited that Guyana is rapidly changing and with that, the company is on the verge of introducing new services to its clients along with being the first contact centre in Guyana to diversify its operations.
“We want to transition that into automation, bot creation, journey-mapping basically expanding our portfolio in this market which has never been done before.”
He noted that the training in this new process will be spearheaded through the company’s university.
Joseph further explained that the company is always looking for ways in which it can capitalise on the market.
“The reason why we are adding this to our portfolio and basically transiting our whole business model is because the future is now, and automation is taking over the industry. It does not mean we will have less frontline representative; we still need human interaction to create the bots, train the bots and to manage the bots and that is what we are doing right now. We have implemented several artificial intelligence and bot creation courses through our Emerge University and we even partner with a leading automation company in the United States that is going help us really amplify the plans we have for 2020.”
Joseph added that the company recently launched its Emerge-work-at-home programme, while noting that the company is looking to expand its operations within the Caribbean.
“We are expanding our geo-diversity, so we just don’t have operations in Guyana. We have work-at-home business model in the United States and Canada, and coming soon we will be expanding into the Caribbean and Latin America region. This is to show that we have confidence in the skillset that you can find in Guyana and we think that with the leadership we have, which is 100 per cent Guyanese, it has what it takes to expand what we have to offer in those other regions and markets.”
Emerge BPO was founded by Adrian Collins and his wife Carole Fletcher.  Their vision was to create a world-class contact centre in the heart of their native Guyana, performing a variety of outsourced services to clients and their customers in North America. After working in the BPO industry for nearly ten years stateside, Collins decided to combine his operational expertise with his knowledge of quality process delivery and in 2008, established Emerge BPO in the capital city of Georgetown.
Since Emerge BPO opened its doors over 10 years ago, it has experienced significant growth, both in terms of client base and number of employees, making it a near shore leader in customer management, back office, and transaction processing.