Market Research Report: Foundever®

Company Overview

Name: Foundever®

Mission: Foundever’s mission is to be the solutions and the team behind the best experiences for the world’s leading brands, focusing on creating innovative and human-centric capabilities.

Founded: Foundever was established in 1994 by Laurent Uberti and Olivier Camino.

Key People:

• Laurent Uberti – Founder, President & CEO

• Olivier Camino – Founder & COO

• David Slaviero – Chief Technology Officer

• Nordine Benbekhti – Chief Financial Officer

• Martin Wilkinson-Brown – Chief Marketing Officer

• Carole Bohrer – Chief Legal Officer

• Guillaume Laporte – Chief AI Officer

• Maria Harju – EVP, Enterprise Operating Standards & Global Clients

• Michelle Parks – CEO of U.S. Market

Headquarters: Luxembourg

Number of Employees: 150,000 associates globally

Revenue: No information is available

What is the company known for: Foundever is known for delivering 9 million customer experiences daily across more than 60 languages and is one of the largest customer experience (CX) companies in the world.

Products

Product Offerings:
1. CX Outsourcing Services: Foundever provides comprehensive customer experience outsourcing services and solutions designed to meet the challenges of contact centers and evolving customer expectations.

• High-Level Description: These services include operational insights and expertise to support brands at every stage of the customer journey.

• Key Features:

• Multi-lingual support in over 60 languages

• Delivery through 45 countries

• 150,000 associates worldwide

2. CX Solutions: A range of solutions that accelerate digital transformation and simplify customer interactions through a human-centered strategy.

• High-Level Description: These solutions incorporate robust technology and insightful data designed for effective customer engagement.

• Key Features:

• Integration of human expertise with AI capabilities

• A flexible delivery model for future-proof operations

Recent Developments

Recent Company Developments:

• Partnerships & Collaborations:

• December 2024: Announced collaboration with M47 Labs to enhance AI-driven customer experience solutions.

• Awards & Recognitions:

• December 2024: Won the 2024 CX Innovation Award for Conversational and Generative AI.

• November 2024: Received seven awards at the European Contact Centre & Customer Service Awards.

• October 2024: Received the 2024 Generative AI Expo Product of the Year Award and named Top Global Leader in ISG Provider Lens™ Contact Center – CX Services Global Report.

• Certifications:

• December 2023: Foundever in Spain certified as Great Place To Work®.

• November 2024: Great Place To Work® certification in the Philippines.

• Security & Technology

• March 2024: Achieved HITRUST Essentials, 1-year e1 Certification, demonstrating foundational cybersecurity.

• New Initiatives:

• 2023: Launched Foundever.org to spearhead the #CXforGood movement focusing on community impact through education and opportunities.

• Global Expansion:

• April 2024: Announced the launch of a multilingual hub in Malaysia.

• May 2024: Introduced a new location in Cape Town, South Africa, with a pledge to bring 3,800 jobs to the region by 2026.

New Products Launched: No specific new product launches noted.

New Features Added: Foundever invested in enhancing digital capabilities and solutions centered around AI transformation according to their recent exploration and growth in AI strategy.

New Partnerships: Collaborated with M47 Labs to further AI-driven customer experience solutions.

This report provides an in-depth overview of Foundever®, focusing on the company’s structure, operations, and recent advancements in the market.