WDS uses GlobalMine to capture, analyse and manage several technical support interactions across different mobile device types
American document management company Xerox has signed an agreement to acquire UK-based WDS for an undisclosed sum.
WDS is a firm that provides technical support, knowledge management and related consulting to the wireless telecommunication brands.
Xerox Telecommunications and Technology group president Chris Tranquill said, "WDS’s expertise in the telecommunications industry strengthens Xerox’s already broad portfolio of customer care solutions – differentiating us as a trusted partner for a rapidly evolving industry that requires reliable, accessible and scalable ways to support the complexity of their consumers’ needs."
The UK-based firm uses a cloud-based platform called GlobalMine to capture, analyse and manage several technical support interactions across different mobile device types.
WDS uses this data to help clients adjust, in real-time, any systemic issues and/or customer experience problems that their end-users may be experiencing with their devices or service.
WDS CEO David Ffoulkes-Jones said by focusing on the customer experience, wireless brands can drive greater loyalty and differentiation," said.
"With Xerox, we now have the ability to accelerate our global expansion, add more value to our customers and deliver greater opportunities to our employees," Ffoulkes-Jones said.