Press Room


September 26, 2007, Accra, Ghana

e.Services Africa, headquartered in Accra, Ghana, and U.S.-based Osprey Associates announced the formation of a strategic partnership to deliver a suite of customer contact and analytical services.

e.Services Africa is committed to delivering value to our clients’ customer by providing a broad range of solutions and expertise as well as unrivaled technological expertise. With the recent launch of its premium contact center in Accra in August, e.Services Africa delivers enhanced, differentiated customer care services.

Osprey transforms customer care operations into “customer experience centers” through its unique blend of analytics, consulting, and process optimization. Osprey uses customer segmentation and enterprise-level analytical tools to produce data that explains the drivers of customer behavior. This enhanced analytical capability enables Osprey’s clients to optimize business processes both inside and outside the customer care center.

“I’m delighted about the suite of offerings our companies bring to the contact center marketplace,” said Kojo Afedzi Hayford, e.Services Africa’s CEO. “Osprey’s analytic processes along with our core strength in delivering contact center services will provide clients unique insights about customer behavior, allowing them to refine business strategies while reducing costs and improving retention and sales.”

“e.Services Africa is rapidly carving out its niche as a top tier provider of customer care solutions,” said Steve Finikiotis, Osprey’s President and CEO. “I’m confident that our collective commitment to excellence will enable clients to realize a competitive advantage to drive profitability.”

The strategic alliance combines the skills of both companies to transform customer care into highly differentiated customer experience management. The alliance supports e.Services Africa’s business objectives in several critical ways.

  • Strengthens e.Services Africa’s leadership in customer contact management through expanded business capabilities for outsourced contact center services.
  • Provides a suite of differentiated, premium services based on operational excellence, proprietary methods and innovative technology.
  • Enables e.Services Africa to create unmatched, industry-specific data on customer interactions to help clients identify and address gaps in service performance more quickly and efficiently.
  • Creates a platform for strengthening customer relationships and increasing revenue through effective cross-selling/up-selling.