Expert Global Solutions (EGS)
Service and Human Capital – A Nearshore Boon
Expert Global Solutions (EGS) generates employment and contributes to human capital development through its three growing contact centers in Guatemala. The Guatemalan workforce pro .....
Expert Global Solutions (EGS) generates employment and contributes to human capital development through its three growing contact centers in Guatemala. The Guatemalan workforce provides an ideal complement to the company’s services.
Guatemala has emerged as a paradigm for contact center operations due to its close proximity to the United States, a labor force that is increasingly proficient in English, and a familiarity with North American culture. Taking advantage of these benefits, Expert Global Solutions (EGS) serves its customers’ business process outsourcing (BPO) needs from the Central American nation with sophisticated technology and customization.
80 years of innovation
The holding company for two BPO firms—EGS Customer Care and EGS Financial Care— whose histories extend back more than 80 years, EGS has become a global leader in the industry by supplying its customers with the service, technology, and processes they need to expedite business operations. The company provides customer and financial care services for well-known global brands in a variety of industries, among them telecommunications, finance, healthcare, transportation and logistics, retail, and hospitality.
Using multi-channel support and customized service platforms, EGS delivers a wide range of solutions throughout the customer lifecycle. For example, many EGS clients require contact centers to answer questions related to products or to retain and save customer relationships. Financial care services may include arranging payment plans with delinquent customers or performing first-party collections. EGS can also develop other services based on clients’ needs, such as Tier 1-4 help desk support or cross-selling and up-selling.
“We are lucky to have strong, localized leadership that differentiates us from our competitors. We have local professionals in leadership roles, allowing us to better understand the market.” —Miro Batista, President, Latin America, Expert Global Solutions
Nourishing a Heartland
Latin America is well on its way to becoming a global food superpower, with innovative companies like AgroAmerica leading the way, delivering quality products around the world whil .....
Latin America is well on its way to becoming a global food superpower, with innovative companies like AgroAmerica leading the way, delivering quality products around the world while adhering to a strict code of corporate social responsibility.
AgroAmerica, a principal grower and exporter of agricultural products in Latin America, produces bananas and palm oil for markets in North America, Europe, the Mediterranean, Asia, and Latin America. The company has sold its Guatemalan- and Ecuadorian-grown fruits in the United States and Europe for 40 years and produces 22 million boxes of bananas annually. In 2014, AgroAmerica expanded organic banana farming into Peru and palm oil into Panama. Palm oil production and export, mainly to large industrial companies, makes up the remainder of the firm’s product portfolio.
AgroAmerica’s leadership in banana and palm oil production and export goes beyond the business aspect, setting an example of caring about the environment, the workforce, and the community.” —Fernando Bolaños, CEO, AgroAmerica
The name means quality
To ensure quality receipt of AgroAmerica’s produce at the point of sale to consumers, the company acquired its own fleet of refrigerated shipping units and has developed extensive in-house expertise in the global transportation pipeline for fresh
food products. This service is also offered to other exporters in the region, ensuring supply chain control and quality delivery for a large percentage of Latin American food production.
Although the company packages bananas for sale under the Dole and Del Monte labels, AgroAmerica’s innovation and commitment to excellence have yielded an exceptional product capable of carrying its own brand, leading to the launch of ONE Banana in November 2014 with distribution in the United States, Canada, and Europe. “Each day the market is more aware of quality and wants to know the circumstances in which the fruit is produced. The ONE brand fulfills consumer expectations through high standards and consistent quality, cultivated by a company with good social and environmental practices,” observes Fernando García-Salas, Vice President of AgroFruit, an AgroAmerica subsidiary.
Bringing Innovation’s Edge to Central America
As Telefónica turns its attention to Central America, it has recently increased its investment by a staggering 65 percent. The company hopes to attract clients there with the same .....
As Telefónica turns its attention to Central America, it has recently increased its investment by a staggering 65 percent. The company hopes to attract clients there with the same combination of innovation and service that captured market share in Europe and South America.
The world’s sixth-largest telecom by market capitalization, Telefónica is a truly global company, with a significant presence in 21 countries on four continents. Owned by 1.5 million direct shareholders, the company is listed on stock exchanges in Madrid, London, New York, Lima, and Buenos Aires. With a global workforce of about 120,000 employees and a customer base that includes more than 341 million accesses, Telefónica had net income in 2014 of just over €3 billion on revenues of €50.377 billion. The company’s first Central American operations began in El Salvador in 1998, when that country privatized its telecom sector, and in 1999 in Guatemala. It entered the Panamanian and Nicaraguan markets in 2004 after it purchased Bellsouth’s operations in several Latin American countries, and in 2011 in Costa Rica though the privatization process.
Keeping the cutting edge sharp
A recognized pioneer in the highly competitive world of telecommunications technology and services, Telefónica stays ahead of the competition through continuous innovation, delivering customers a portfolio of best-in-class products, networks, and services superior to that offered by any competitors. Illustrative of this commitment to innovation is Telefónica’s Open Future initiative, which actively seeks out new talent and digital entrepreneurship, in the process accelerating the growth of ideas, projects, SMEs, and the people behind them. With a presence in nearly every country where Telefonica operates, Open Future connects entrepreneurs, investors, and startups, as well as public and private organizations. The initiative’s goal is to focus innovation toward developing viable projects in such a way as to illuminate talent and connect it with the organizations and investors that need it. To date, Open Future has created more than 10,000 jobs worldwide since its inception in 2014.
“In Telefonica we chose to Listen, Grow, Accelerate, Surprise, Transform and Be Brave to give a decisive move towards global leadership in this fast-paced digital revolution we are living. In other words, we CHOOSE EVERYTHING to become an ‘OnLife Telco’” —Osman Rodriguez, CEO of Telefónica Central America
Duke Energy Guatemala
Responsible, Sustainable Growth
Its primary market in the United States provides much of Duke Energy’s revenues, but that market has matured and is growing slowly. Duke Energy has also turned its attention to the .....
Its primary market in the United States provides much of Duke Energy’s revenues, but that market has matured and is growing slowly. Duke Energy has also turned its attention to the international market and is focusing on accomplishing in Central and South America what it has achieved in the United States.
The largest electric power holding company in the United States, Duke Energy began operations in 1900 with the construction of a hydroelectric power station in South Carolina. Duke’s American business currently accounts for about 85 percent of the company’s revenues, but given that U.S. demand is projected to grow only sluggishly, Duke is making a concerted effort to increase its international energy business.
We generate energy with environmental and social responsibility. We work to continue growing and maintaining our leadership in the sector.” —Hugo E. Ferrer, Duke Energy International Central America President
The firm began investing in Latin American operations in 1998, and Duke Energy International (DEI) today has grown to become the fourth-largest privately owned power generator in Latin America. DEI today owns and operates more than 4,400 megawatts (MW) of electric generation in Guatemala, El Salvador, and five South American countries. About two-thirds of DEI’s power in Latin America is derived from hydroelectric sources.
Steady growth in Guatemala
DEI entered the Guatemalan market in 2001 with the acquisition of a local company and its two thermal generation plants: Las Palmas and La Laguna, which have a combined capacity of 107 MW. After the acquisition, the new company became known as DEI Guatemala y Cía S.C.A., or DEG. Later, DEG built another thermal generating plant, the 165 MW Planta Arizona, which began commercial operation in 2003 at Puerto San José.
In 2005, DEG reconfigured the facilities at La Laguna, which now operates a single 18 MW gas turbine and sells reserve capacity. In 2011, the firm relocated an 83 MW pulverized coal plant from North Carolina to Guatemala, christening it Las Palmas II. After this move, DEG had four plants up and running in Guatemala, two burning heavy fuel oil #6, one burning diesel #2, and the fourth fueled by pulverized coal. Their installed capacity of 360 MW makes DEG the largest foreign-owned thermal generator in Guatemala and the producer of nearly 9 percent of the country’s energy.
Mobile, Flexible Power Solutions
It is often said, “Knowledge is power.” Many emerging economies might say, “Power is power.” The organizers of the 2014 FIFA World Cup turned to temporary power when Brazil’s power .....
It is often said, “Knowledge is power.” Many emerging economies might say, “Power is power.”
The organizers of the 2014 FIFA World Cup turned to temporary power when Brazil’s power grid did not match the needs of ESPN’s broadcast facilities. So, too, do many nations utilize temporary power solutions when the emerging demands of a growing population and burgeoning business environment outstrip the capacity of the local infrastructure.
It is at times like these that Aggreko’s services become vital to a business or government.
Economies across the world are growing at a phenomenal rate, resulting in an increased strain on power generation, transmission and distribution infrastructure. As the world leader in the supply of temporary power solutions, Aggreko understands the unique challenges and power needs of each.” —Ana Amicarella, Managing Director of Aggreko’s Americas Power Projects division
Power on demand
Aggreko is the world leader in the supply of temporary power solutions. Headquartered in Scotland, Aggreko maintains the largest rental fleet of mobile electric generation equipment in the world, with more than 13,000 generators and a capacity of more than 9,500 megawatts. To put that in perspective, the company’s rental fleet could supply one-tenth of the power requirement of the entire United Kingdom.
Aggreko specializes in providing power solutions to customers who need power either very quickly or for a short or indeterminate period of time. The company serves customers in 100 countries from more than 200 Aggreko service centers and offices with more than 6,000 employees. Its 20-foot ISO containers allow for rapid mobilization, transport, and installation of equipment, as well as easily scalable solutions that can expand or contract to meet flexible or seasonal needs.
As a consequence of this global reach and the highly mobile nature of the company’s fleet, Aggreko can deliver rapid solutions addressing situations requiring anything from the rental of a single one-megawatt production unit at a remote site to deployment of entire generator farms delivering hundreds of megawatts of baseload power to support national grids. Especially crucial in the Americas is Aggreko’s Americas Power Projects division, which works on complex, longer-term projects as a turnkey partner for utilities, mining, and oil and gas companies. The company can tailor these solutions to very specific requirements according to the client’s needs.
Innovation in the Americas
Projects in the Americas in particular have inspired Aggreko to increase innovation of product lines and solutions.
Consider infrastructure needed to support the tremendous oil and gas boom in North America. Electric grid supply is limited in many areas of Alaska, making supplemental power essential. With its highly mobile and configurable technologies, Aggreko is able to establish a mobile plant to power one well or a microgrid to drive multiple wells. These plants may operate independently or in conjunction with existing grid power and can be mobilized to the next production site quickly with minimal cost.
Baker Tilly Panamá
Baker Tilly Panamá
Published: 2014 Respected accounting firm Baker Tilly Panamá has operated in Panama and throughout the region for more than a decade. The firm provides auditing, fina .....
Respected accounting firm Baker Tilly Panamá has operated in Panama and throughout the region for more than a decade. The firm provides auditing, financial due diligence, forensic auditing, outsourced accounting services, tax and advisory services, and business advisory and strategic planning to family offices and small-to-medium-sized businesses.
Founded in 2003 as Bosquez, Holness & Co., the firm quickly established a reputation for quality work and exceptional professional standards and attracted the attention of Baker Tilly International, a global accounting and business advisory company.
Rethinking Connectivity in Panama
Digicel, a comprehensive telecommunications company with service in markets across the Caribbean region, Central America, and the Pacific, provides unique and efficient technology .....
Digicel, a comprehensive telecommunications company with service in markets across the Caribbean region, Central America, and the Pacific, provides unique and efficient technology solutions to an international business clientele.
Digicel is a telecommunications provider with more than 13 million subscribers in 31 regionally distinct markets. The company was founded in Kingston, Jamaica, in 2001, and maintains a corporate headquarters there today in addition to field offices throughout Central America, the Caribbean, and the Pacific. At its inception, Digicel was a comparatively limited enterprise with a focus on individual mobile service. After thirteen years of hard work and astute market analysis, it has expanded to offer a full range of fixed and mobile business telecommunications solutions and stands out in a global telecom industry crowded with hungry competitors. Expansion into Panama invigorated Digicel’s business product development, which has, in turn, driven unprecedented corporate growth.
In recognition of the vast opportunity presented by the Latin American business telecom market, Digicel recently put its full weight behind the enhancement of its Business Solutions Unit. The project has doubled the company’s workforce, now at 4,000 employees, and spawned a complete business product portfolio designed to address the needs of partners across the commercial spectrum.
This unit concentrates its efforts in three principal areas of business: network services, managed services, and integration services. Services include dedicated internet access, private leased circuits, business fixed voice, data center services, Wi-Fi and cloud-based IT solutions, hosted exchange, device management, online backups and disaster recovery.
Parque Logístico Panama
Parque Logístico Panama: Free Zone and Market Encourages Business, Showcases Connectivity
In today’s fast-paced and globalized business environment, companies are free to choose locations that make operations easier and improve profit margins to the greatest exte .....
In today’s fast-paced and globalized business environment, companies are free to choose locations that make operations easier and improve profit margins to the greatest extent. The people and government of Panama are working hard to devise new strategies in the face of a world filled with competition. Creating a legal environment that is friendly to foreign investment and domestic businesses with an international clientele is one of those strategies, and Parque Logístico Panama is one of its most tangible success stories.
Parque Logístico Panama
One of the keys to Panama’s high-energy economy is the frequent occurrence of free zones, or physical spaces throughout the country in which tax burdens, impediments to migration, and labor restrictions are all reduced in order to facilitate the success of international businesses within Panamanian borders. Grupo Corporativo Perez, a collection of companies with decades of experience in transportation, logistics, and real estate, seized upon the opportunity to become a partner in Panama’s vision for the economic future when it sponsored the development of its own free zone, a world-class Type A logistics park called Parque Logístico Panama (PLP).
Location, Location, Location
The park was deliberately situated in the eastern section of Panama City in order to maximize its clients’ access to the city’s excellent, and continually improving, infrastructure. Proximity to the Panama Canal, the focal point of international shipping in the Western Hemisphere, is the most obvious but by no means the only important advantage of PLP’s physical site. While the park has access to multiple port cities on both the Pacific and the Atlantic via the canal, it is literally within walking distance of Tocumen International Airport, the passenger and freight hub of Central America. The main entrance to PLP is located on the four-lane Pan-American Highway, which gives easy access to all of Panama’s major roadways, as well as to Panama’s Inter-Oceanic Railway. In choosing this site, the park’s developers have ensured its ability to provide the most complete business connectivity in Latin America.
Information technology consulting firm Alcenit takes a holistic view of business, with a mission to create synergy among each client’s strategies, processes, people, and technology .....
Information technology consulting firm Alcenit takes a holistic view of business, with a mission to create synergy among each client’s strategies, processes, people, and technology so that IT is no longer a drain on resources but a critical part of the business that adds value to an organization.
The company has dedicated years of study to the “IT problem,” an all-too-common disjuncture between specialized IT departments and the executives who run the businesses. The experienced team at Alcenit understands that the solution to the IT problem is not to throw more personnel and technology at an issue but rather to align a company’s IT architecture to its business processes.
SFC Investment S .A.
Opening Panama’s Capital Markets to All Investors
Against a national backdrop of explosive growth, SFC Investment, Panama’s leading independent investment banking firm, continues to find ways to extend the capital markets to inves .....
Against a national backdrop of explosive growth, SFC Investment, Panama’s leading independent investment banking firm, continues to find ways to extend the capital markets to investors both large and small.
SFC Investment, S.A
“We democratize capital.” With that simple but bold statement, Santiago Fernández Castro announced his intention to bring the capital markets in Panama to everyone, even the small investor, a new species in this developing economy. And it’s working. Since its inception seven years ago, Santiago Fernández Castro’s company, SFC Investment, S.A., has become the largest independent investment banking firm in Panama. The firm offers investment banking services and products with a broad appeal for both experienced and novice investors.
Growing with Latin America
Born in Caracas, Santiago Fernández Castro began his career in the financial sector—as a bank clerk—at the age of 17. Working as a trader and an investment banker, he ultimately earned a spot as a vice president of the Caracas Stock Exchange and went on to found several investment companies across Latin America.
In 2007, attracted by Panama’s bustling economy, Santiago Fernández Castro decided to create his next venture there. SFC Investment is currently the only independent investment banking firm in the country with a BBB-.pa. rating and the only such company with an ISO 9001:2008 management certification.
Growth Through Diversification
Alkindo, the eco-friendly manufacturer of paper tubing and packaging materials, plans to use its innovative advantage to fight world food shortages. PT Alkindo Naratama Tbk Publish .....
Alkindo, the eco-friendly manufacturer of paper tubing and packaging materials, plans to use its innovative advantage to fight world food shortages.
PT Alkindo Naratama Tbk
PT Alkindo Naratama Tbk has always prided itself in producing products of the highest quality. The company was founded over 20 years ago in 1989 as a paper converter specialising in paper tubes used as technical carrier for the filament industry. These tubes are also used in the tire cord, paper, plastic and other industries that require winders. During these 20 years, through extensive diversification they have emerged as a major market leader for paper tubes and other paper products including paper core and honeycomb.
A 21st CenturyYarn
With state-of-the-art technology at their fingertips, a global market that spans five continents, and an A-list customer base, PT Sulindafin spins yarn and fibre that you can belie .....
With state-of-the-art technology at their fingertips, a global market that spans five continents, and an A-list customer base, PT Sulindafin spins yarn and fibre that you can believe in.
PT. Sulindafin (Member of Shinta Group)
Whether you’re dressing up for a long day at the office, or dressing down for sports, you probably give little thought to the highly skilled processes involved in the production of the fabric that goes into your apparel. For PT Sulindafin, however, the fabric of your apparel represents decades of intensive manufacturing and trailblazing technologies that push the boundaries of what can be achieved through polyester production.
With investors demanding nine times the shares available,Waskita Karya proved a massive market hit in what was last year’s only IPO of a state-owned company. PT. Waskita Karya (Per .....
With investors demanding nine times the shares available,Waskita Karya proved a massive market hit in what was last year’s only IPO of a state-owned company.
PT. Waskita Karya (Persero) Tbk
For Waskita Karya, 2012 proved to be a year of momentous significance with the state-run Indonesian construction and property company turning for the first occasion not to the government for its future financial requirements, but to the stock market instead. Since its establishment in 1961, Waskita Karya has grown progressively on a staple construction regime of power plants, bridges and high-rise buildings, with Jakarta International Airport, BNI City, BI Building and Mandiri Plaza Tower among an expanding portfolio of large and prestigious schemes.
Bank QNB Kesawan
Middle Eastern Promise
Indonesia continues to expand its international business relationships with a prestigious link to a famed Qatari bank. PT Bank QNB Kesawan tbk Published: 2013 Trading connections b .....
Indonesia continues to expand its international business relationships with a prestigious link to a famed Qatari bank.
PT Bank QNB Kesawan tbk
Trading connections between the Middle East and Indonesia can be traced back hundreds of years. Although for some time South-East Asia was primarily a conduit connecting China with Arabian and Indian goods (and vice-versa), by around the 7th century A.D. Indonesia had become a trade destination in its own right, becoming a source for luxury items such as rainforest-sourced aromatic woods and exotic spices such as cloves, nutmeg and mace.
Indopoly Swakarsa Industry
Dividends of Leadership
Exceptional leadership fostered on a distinctive corporate strategy is a guarantee for market share increase and Indopoly group serves as its prime example. PT Indopoly Swakarsa In .....
Exceptional leadership fostered on a distinctive corporate strategy is a guarantee for market share increase and Indopoly group serves as its prime example.
PT Indopoly Swakarsa Industry Tbk.
The twin pillars of advanced technology and capable human resource stanchion PT Indopoly Swakarsa Industry Tbk’s passion for superior quality and sustainable development. That its ilene brand enjoys an enviable reputation across the global film packaging market space is a result of commendable corporate culture and operational efficiency.