Foundever launches its first multilingual hub in South-East Asia in Malaysia - Relevant News

Foundever launches its first multilingual hub in South-East Asia in Malaysia

(From left) Foundever US market chief financial officer Zameer Ahmad Zaheer, Foundever US market chief executive officer Michelle Parks, InvestKL chief executive officer Datuk Muhammad Azmi Zulkifli and Foundever Asia-Pacific operations vice president and China and Malaysia country leader Eden Gutierrez at the official launch of the Foundever multilingual hub at WORQ Coworking Space at Intermark Mall in Kuala Lumpur. — ART CHEN/The Star.

KUALA LUMPUR, 10 SEPTEMBER 2024: FOUNDEVER, a global leader in the customer experience (CX) industry, officially opened its first multilingual hub in South-East Asia on August 26 in Kuala Lumpur, Malaysia.

The company’s expansion into Malaysia marks a significant milestone in its mission to provide digital-first CX solutions and multilingual support, in a diverse range of languages and cultural affinities, to its clients across the globe in one of the fastest-growing regions.

The new hub, located at WORQ Coworking Space Intermark in Kuala Lumpur, is initially supporting a hybrid working model, supporting remote work until a permanent brick-and-mortar site is established.

Foundever Asia-Pacific Operations vice president and China and Malaysia country leader Eden Gutierrez says Malaysia was chosen as the location for the multilingual hub due to its strategic advantage as a melting pot of Asian cultures.

“If you think about it, Malaysia is a gateway to all of South-East Asia,” says Gutierrez.

“There’s no better place for us to start building the capabilities we have, in terms of delivering diverse language support services, for all the various Asian languages and dialects.

“By taking advantage and embracing the diversity of cultures here, we can harness the potential in delivering language services for different Asian markets out of one location, which enables us to create more diversity in the CX solutions that we provide.”

Foundever’s entry into Malaysia is timely as the country continues to grow into a hub for technological innovation and digital entrepreneurship in South-East Asia. By establishing a base here, the company aims to enhance its service delivery capabilities and strengthen its position in the region, solidifying its position as a global leader in digital, scalable solutions.

One of the key highlights of Foundever’s new hub in Malaysia is its multilingual support, leveraging the country’s diversity to cater for the array of languages spoken across South-East Asia.

This includes support for over 30 languages, including English, Bahasa Malaysia, Tamil, Mandarin, Cantonese, Japanese, Korean, Vietnamese, Thai, Bahasa Indonesia and Arabic.

Parks (left) and Gutierrez said that Malaysia is the 45th country where Foundever operates. — ART CHEN/The Star.

Gutierrez shares that Malaysia’s strategic advantage as a site for the multilingual hub is further aided by its highly skilled workforce.

“We are discovering that Malaysia has a very dynamic workforce with highly skilled IT professionals, as well as data and content processors,” she says.

“But the most interesting and practical skill is the unique capability to speak multiple languages. The average Malaysian can speak at least two to four languages, and this is not typically found anywhere else. This is a strong advantage for our multilingual hub.”

Foundever US market chief executive officer Michelle Parks adds that “the new hub can become a “one-stop shop” for clients in need of Asian language support”.

“One of the things we try to solve for many of our international and domestic clients is the number of languages that we will be able to support. In the U.S., there is a need for Asian language support services. So, instead of going into each individual country for language support, Malaysia offers an amazing language support hub for all Asian languages.”

Parks explained also that Foundever is developing in-house tools and technologies to enhance its CX solution services. By leveraging emerging technologies like generative AI, the company aims to provide advanced solutions and tools to better support its clients.

She notes that Malaysia is now the 45th country in which Foundever operates, which allows the company to facilitate more languages in its plethora of CX solution services.

“I am personally very excited to launch this new site in a new country. This will go a long way in helping us to provide the best CX solutions at the lowest price and highest quality for the clients that we support, in the places that make the most sense.”

“This goes back to the point of being able to facilitate and execute diverse services and support in one location, with a cohesive leadership team and culture."

Among the top three largest CX companies in the world, Foundever also has more than 25 multilingual hubs established across the globe, in locations such as Brazil, Bulgaria, China, Cyprus, Egypt, Greece, Hungary, Poland, Portugal, Romania, Serbia, Spain, and the U.K.

Source: The Star