TDCX (NYSE: TDCX), an award-winning digital customer experience (CX) solutions provider for technology and blue-chip companies has deepened its presence in Europe through its move to a bigger campus in Romania. Located in the northern part of Bucharest in Green Court Campus, the heart of the most dynamic business district in the north of Bucharest, the campus boasts inviting meeting spaces, recreational areas, a cafeteria and a cinema room for employees to enjoy movie nights together.
The expansion of TDCX’s Romanian campus represents the company's growth in the region and underscores its commitment to help more clients tap Europe as an outsourcing destination.
In just over two years, TDCX Romania has doubled its employee headcount, serving clients across diverse industries including automotive, e-sports, health-tech and software. Apart from serving existing clients and the new mandates, the expanded Romania campus is a strategic investment that will better equip TDCX to meet future client needs.
TDCX’s Romanian campus already has the ability to provide support in 15 languages, thus enabling it to deliver the type of multilingual and personalized service that is needed to serve Europe’s linguistically and culturally diverse market.
Ms. Sophie Chelmick, Executive Vice President, EMEA, TDCX, said, “Our campus in Bucharest is an important hub for our Europe operations. Romania is situated in the heart of Europe, making it easy to collaborate with clients and partners across the continent. Its business-friendly environment, cost-effectiveness and skilled workforce make it a favorable location for outsourcing, and we see strong potential in expanding our presence here. We hope that through our efforts to grow our Romanian campus, we will be able to attract interesting jobs that will lead to meaningful careers for our talents here.”
Contributing to the growth of Europe’s CX industry
The need for good CX is becoming increasingly important among European companies. Almost nine in 10 (89 per cent) of mid-sized and enterprise level companies in Europe acknowledge that CX innovation is required to protect their business from competitors1.
This is echoed by a report2 that stated that there is room to provide European customers more personalized services. This includes enabling frictionless and conversational customer interactions on a single channel. Brands therefore must continually invest and deliver improved experiences to keep their customers.
Mr. Daniel Mereuta, Country Director, TDCX said, "Today’s customers are better informed, better connected, and more demanding than before. Hence, it is getting increasingly tough for brands to navigate customer expectations, keep pace with technological innovations and hire the talent needed to drive customer satisfaction.
“As a specialist CX provider, we have an intimate understanding of the elements that are needed to deliver exceptional service and have refined our approach through years of experience. Our ability to balance technological innovations with the human touch, combined with our focus and agility, enables us to help our clients set up CX teams in less than three months. This covers the entire process from establishing the delivery model and hiring and training the required talent, thus providing clients with the speed and efficiency that is required to start delivering on their goals quickly.”
TDCX’s new Romanian campus is situated within a LEED Platinum-certified building, consistent with the company’s commitment to environmental sustainability in its choice of buildings. It is easily accessed by public transportation and is supported by various facilities, including a prominent shopping mall across the street.
Global electronic components distributor Mouser Electronics chooses Vilnius for new customer service centre
Mouser Electronics, a global distributor of semiconductors and electronic components, is opening a European Customer Service Center in Vilnius, Lithuania. The new office will provide customer support for the company’s clients in the Baltics and Finland.
Mouser, a subsidiary of TTI, a Warren Buffett Berkshire Hathaway, specialises in the introduction of the newest products and technologies, providing electronic components to design engineers and purchasers to power innovation. Headquartered in the US, the company offers 6.8 million products from over 1,200 manufacturer brands, shipping to over 650,000 customers in 223 countries and territories.
Setting up a customer service centre in Vilnius is a step to support Mouser’s significant growth across the EMEA region. Key drivers including 5G, Internet of Things, and robotics, coupled with many applications across the industrial, transportation, and communications sectors, continue to accelerate overall consumption and demand for semiconductors and electronic components. Mouser Electronics has expanded its distribution and customer service operations in EMEA to support the innovation of technologies in these areas.
“Our business across Europe continues to grow significantly – in 2022, we saw our European business surge by 30 percent,” says Mark Burr-Lonnon, Mouser’s Senior Vice President of Global Service and EMEA and APAC Business. “. Lithuania is home to a burgeoning tech sector and ecosystem with an increasing amount of electronics design and manufacturing activity. We are proud to deliver localised services globally and are excited to support European design engineers and buyers with their purchases of the newest semiconductors and electronic components.”
Operating a truly global enterprise, Mouser provides specialised customer service in local language, currency and time zone. Vilnius joins the company’s network of 27 support locations worldwide, dedicated to answering the electronic component needs of buyers and design engineers.
According to Elijus Čivilis, General Manager of Invest Lithuania, Mouser Electronics will benefit from the quality of local Lithuanian talent:
“In Lithuania, Mouser will find not only a vibrant tech sector with an increasing level of electronics design and manufacturing activity, but also a pool of skilled and motivated specialists. They will undoubtedly power the excellent services that Mouser seeks to provide to its growing client base.”
Encora, a global next-gen digital engineering services company, today announced that it has closed the acquisition of Softelligence, a Romanian software engineering services provider. The acquisition, originally announced on May 16, 2023, establishes Encora's first delivery centers in Europe and further enhances the company's ability to deliver nearshore services to clients in the Americas, Asia, Australia and now Europe. "We are pleased to welcome the Softelligence team into the Encora family," said Anand Birje, CEO, Encora.
"Softelligence CEO Adrian Blidarus has built an incredible team that will help us break into new markets, as well as provide deep domain expertise across the software development landscape to help Encora solidify its standing as a leading global engineering solutions provider."
Softelligence provides critical digital engineering services to top-tier insurers and banks in Europe covering paperless quote and bind flows, automation of the claims processing through AI, fraud detection using machine learning algorithms across personal and commercial lines, corporate and specialty as well as digital lending. With the closing of the acquisition, Softelligence will rebrand to operate under the Encora brand.
Encora has grown to more than 9,000 associates across the globe and will now add delivery centers in Bucharest and Craiova (Romania) and in Skopje (Macedonia). The new team will support Encora's strategic expansion into Europe and bolster its capabilities to serve clients in new markets.
"The Softelligence team is thrilled to begin this new journey under the Encora brand," said Adrian Blidarus, founder and CEO, Softelligence. "It's a great fit for our people culture, and leveraging the resources of a world-renowned digital solutions provider like Encora with only strengthen our capabilities and allow us to solve complex challenges and offer new innovations to our customers across Europe and beyond."
Deloitte service centres in Romania have reduced their space leased in the Oregon Park complex in Bucharest by 40% to 12,500 sqm despite the rising number of employees, Economica.net reported.
Deloitte had initially rented almost 20,000 sqm shortly before the outbreak of the COVID-19 pandemic.
"Meanwhile, although the number of employees in the three local entities has increased by almost 1,000, the need for office space has decreased due to the preference of employees to work in a flexible regime," Deloitte Romania representatives explained.
Oregon Park is Lion’s Head’s main asset in Romania, comprising three premium Class A office buildings, providing approximately 70,000 sqm of office space and 12,000 square metres of landscaped green areas. More than 2,000 employees of the three Deloitte delivery centres – Deloitte Tehnologie, Deloitte Support Services and Deloitte Shared Services – have their offices in Oregon Park buildings B and C.
Alorica Inc., a global leader in customer experience solutions, has opened its newest location in Łódź, Poland. The latest example of their ambitious geo-diversification plan, the company has invested in Poland as an integral part of its service expansion, based on its multilingual capabilities, highly skilled talent, and progressive digital investments.
Earlier this year, Alorica announced its expansion in EMEA, with launches in Poland and Egypt, in addition to its existing operations in Sofia, Bulgaria. This investment targets high-growth markets with scalable talent, leveraging innovative technologies to engage employees and customers through work-at-home and onsite programs. The company’s experienced team offers CX design, deployment and operations in over 30 languages, to leading companies across a range of in-demand industries.
Matt Sims, President of EMEA Operations at Alorica, emphasized the benefits that the new office brings to businesses seeking global expansion. “Our scalable and flexible solutions enable companies to globalize their business, especially with our strong and expansive language support. We provide customized delivery capabilities based on longstanding operational expertise and global best practices,” he said.
With the launch of its new site, Alorica plans to hire hundreds of locals in the area for both onsite and remote careers. Spanning over 4,700 square meters across two floors, the new office—which is strategically located in the REACT building near Galeria Lodzk—boosts capacity to accommodate 650 employees to start and offers attractive amenities, accessible transportation and surrounding retail stores to help promote economic development and promising career prospects for the local workforce.
Leading the operations at our new Łódź location is Poland’s Site Director Kamila Wozniakowska, a Łódź native with an impressive 14-year tenure in the BPO industry. “Kamila’s journey began in operations as an agent, and her extensive industry knowledge is complemented by her expertise in operations and project management. Throughout her career, she has spearheaded business improvement projects in high-velocity settings and has adeptly managed digital transformation operations and relationships with key clients. Her local roots and industry acumen make her an invaluable asset to both Alorica and the Łódź community,” said Sims.
The centralized new location is efficiently equipped to accommodate both on-site and work-at-home options, catering to a multicultural and multilingual team. This investment underscores Alorica’s commitment to contributing to the region’s progress in becoming a world-class business hub. Alorica Poland has already begun forging strategic partnerships locally to bolster talent acquisition in the country through collaborations with industry associations and leading educational institutions. These partnerships enable the company to recruit top-tier professionals, contribute to enriching the local economy and fostering community development. Last year alone, Alorica promoted over 5,000 team members in which more than half were women, which led to the company earning an award for Achievement in Developing & Promoting Women.
“Alorica is a well-recognized global CX provider that I’m excited to help lead here in my country as the company continues to grow across EMEA,” said Kamila Wozniakowska, Alorica Poland’s Site Director. “Not only does Alorica stand out for its industry-leading solutions, but also for its award-winning culture. As the largest family-founded and minority-owned BPO, Alorica is deeply rooted in its commitment to diversity, inclusivity and vision to make lives better for its employees, customers and local communities. This includes supporting team members’ professional development, leading corporate social responsibility initiatives and focusing on environmental sustainability efforts.”
As a testament to its customer-centric dedication, Alorica has recently been named a finalist in the ECCCSAs Awards for Best BPO partnership. This accolade highlights the importance Alorica places on partnerships with its customers, ensuring that each collaboration is tailored to meet specific needs and deliver exceptional results.
GlobalLogic is moving to a new office in Gdansk. Based in the Argon building of the Alchemia complex, it will provide a more comfortable environment for almost a hundred engineers who are involved in projects for clients in the automotive, medical, financial or smart home sectors. It will also enable the organisation to run more internship and training programmes aimed at the local IT community.
Just over a year after officially opening its office in Gdansk, GlobalLogic is moving to a new location that better suits the needs of its rapidly expanding team. The choice is not coincidental – Alchemia Argon is recognised as one of the most modern buildings in northern Poland and symbolically connects to the company’s growth plans in the region.
Gdansk provides access to a large pool of educated specialists and the support of prestigious scientific institutions, while continually attracting programmers and engineers from Poland and abroad, for whom it appears to be an ideal place to live and develop professionally. This potential is recognised by companies in the IT sector. It can also be seen in the rapid growth of GlobalLogic, which has almost doubled its team size in just over a dozen months.
– Tricity offers very good conditions for IT business development. The support from local government institutions makes it easier to operate even for companies with a narrow specialisation, and this can be seen in the composition of our team. Today, there are DevOps specialists, embedded systems programmers, automatic test engineers or project managers who have the knowledge and competences to respond to the needs of the largest organisations in the world in terms of stable and secure IT solutions – says Kamil Świadek, Director of the GlobalLogic branch in Gdańsk.
The high qualifications of the specialists working in the Tricity office make it possible, among other things, to develop advanced solutions in the field of data engineering, using machine learning or telematics, which relate to platforms already in use and those that are only due to reach cars in the coming years. Gdansk engineers are also involved in the development of the medical industry, through the creation of an automatic insulin delivery system for people with type 1 and type 2 diabetes, ensuring patient safety around the clock.
The ever-growing talent pool available in the region to create and develop this kind of software is the result of close collaboration between the education and business sectors. GlobalLogic is also active in the Tricity in this respect, joining forces with the WSB Merito University or, more recently, the Gdansk Tech. The aim of the organisation is to further develop the dual education model and to support universities in fine-tuning their curriculum offerings to meet the future needs of the labour market. In the past months, GlobalLogic experts have had the opportunity to give interdisciplinary lectures in the areas of Java and DevOps, as well as taking part in events organised by the organisation – including the Embedded, QA Testers or ARES academies, which allowed the local IT community to have creative discussions and share experience.
– In our new office at Alchemia Argon, we intend to offer even more opportunities to those willing to participate in internship programmes. This summer alone, we hosted thirteen students to gain knowledge in Java, #C and QA. The larger space will allow us to be even more active in this area. We also aim to be very active in the area of trainings, academies, but also networking meetings intended for professionals looking for opportunities to exchange knowledge and inspiring discussions – emphasises Justyna Kielar, Line Manager at GlobalLogic.
The company is currently recruiting for ongoing projects, looking for, among others, new Software Architects, as well as AUTOSAR, QNX Security, Linux C and Senior C++ engineers, who will join the team already working in the Alchemia Argon building.
GlobalLogic’s growth at such a rapid pace would not have been possible without the support of its partners, in particular the local government initiative Invest in Pomerania. In the last few months alone, the cooperation has resulted in initiatives leading to employee education on safe working practices and mental health care, as well as improving the wellbeing of the people who make up the local IT community.
– The hybridisation of the work system and the shift in focus towards working from home has not changed the fact that the office is an essential corporate meeting place for task and project teams. Tricity IT investors are actively working with developers and office builders to ensure that their spaces are made with an excellent understanding of the new nature of operation. A good example of an office designed in this way is the new GlobalLogic headquarters in Gdansk – comments Marcin Grzegory, Deputy Director, Invest in Pomerania.
LSEG (London Stock Exchange Group) celebrated its new office in Gdynia, Poland with an opening ceremony hosted by David Schwimmer, CEO, LSEG, David Shalders, Chief Operating Officer and Erica Bourne, Chief People Officer. The ceremony at LSEG Tower was attended by people from LSEG’s Gdynia office, Leszek Bonna, Deputy Marshall of the Pomorskie Voivodeship, Wojciech Szczurek, Mayor of Gdynia and other dignitaries from Gdynia’s City Hall, representatives from economic associations, the University of Gdansk, and organisations supporting LSEG’s office relocation.
"Today’s opening ceremony is a great milestone for LSEG in Gdynia and a clear demonstration of our commitment to Poland. Gdynia is home to significant talent with diverse skillsets, and this is reflected in the make-up of our team here. This new hub in Gdynia will enable our people here to continue to collaborate with each other and with colleagues around the world to support customers, develop content and build solutions – said David Schwimmer, CEO, LSEG.
LSEG presence in Gdynia goes back 17 years. Over 1,000 people work at LSEG’s Gdynia office, in roles supporting the Group’s Operations, Data & Analytics and Technology functions. Located in 3T Office Park in Gdynia, LSEG Tower is designed to support hybrid working and enhanced collaboration for our people. There are also a number of social and wellbeing spaces where people can meet and connect in a more informal setting.
– You are starting a new chapter in your new “home”, which is the space of one of the most modern office buildings in Tricity – 3T Office Park. I am convinced that this place will be a friendly environment for you to work and develop. Our seaside climate, beaches, direct access to green areas combined with the advantages of a larger city in terms of the labor market and urban infrastructure make it easier for us to encourage locating business in Gdynia, and your long-term presence in the area confirms my words. May I wish you every success in this new place and I am proud of the fact that a global company of great potential as yours is developing in Gdynia – added Wojciech Szczurek, Mayor of Gdynia.
LSEG (London Stock Exchange Group) is a leading global financial markets infrastructure and data provider, playing a vital social and economic role in the world’s financial system.
With its open approach, trusted expertise and global scale, they enable the sustainable growth and stability of their customers and their communities. They are dedicated partners with extensive experience, deep knowledge and a worldwide presence in data and analytics, indices, capital formation, and trade execution, clearing and risk management across multiple asset classes.
Johnson Matthey (JM), a global leader in sustainable technologies, has announced plans to establish a global business services (GBS) centre in Vilnius, Lithuania. The company plans to hire approximately 200 people over the next three years for a new office that will support JM’s operations worldwide. It will be managed by Mariano Andrade Gonzalez who joins JM as GBS Director.
The new GBS office will serve as a central hub for activities across finance, IT, HR, and procurement – all aimed at streamlining operations and enhancing efficiency within JM. Within the HR domain, the office will oversee personnel management, recruitment, onboarding, and other functions, ensuring consistency, efficiency, and a standardised approach to HR practices across JM’s global operations.
Nick Cooper, GBS Programme Lead at JM said: “Our main criteria when selecting a new location is centred around talent availability and flexibility, and language capability. We visited a number of potential locations across Europe, but Lithuania stood out due to its multilingual talent pool and its reputation for attracting delivery centres and GBS hubs.”
As part of the company’s corporate social responsibility strategy, JM prioritises supporting educational initiatives that inspire students and young individuals to pursue careers in the technology sector. It will be looking to employ new graduates, as well as offering internship opportunities. JM will also allocate €60,000 to enhance social cohesion within local communities, such as two paid volunteering days a year for employees.
“By investing in these initiatives, we seek to make a positive impact, grow, and contribute to the development of a vibrant and inclusive society in Lithuania,” said Mariano Andrade Gonzalez, GBS Director at JM.
Elijus Čivilis, General Manager at Invest Lithuania, believes that Lithuanian talent will contribute to Johnson Matthey’s mission of catalysing the net zero transition.
“Skilled and driven, Lithuanian specialists have proven they are able to support operations of multinational companies like Johnson Matthey. I am sure that the new GBS centre will bolster the company’s global success and, in turn, its vision for a cleaner world.”
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11th annual CEE Business Services Awards
Build it or Buy It?: Outsourcing in Poland and Central Eastern Europe
BSC Directors VIP WineTastings, June-September 2023
BSC Charity Beach Volleyball Tournaments - June and August 2023