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COMPANY OVERVIEW

Serving global clientele across multiple industries since 2001

Knoah Solutions is now a 24-7 Intouch company powered by a customer-centric work culture, established processes and innovative technology. We have been providing customer experience management solutions to small and medium-sized businesses and Fortune 500 companies alike.

Our operations began in Hyderabad, India in 2001 with a small technical support email program for a growing internet provider, who is still our client today. We have grown our operations to include multiple customer engagement solutions offered through a variety of contact channels and handled in a diverse range of languages from our global delivery locations.

Over the course of 19 years, Knoah has reached numerous milestones:

  • Expanded from one location in Hyderabad, India to five locations, including moving our corporate headquarters to Las Vegas, Nevada; and opening new locations in Tegucigalpa (Honduras) and Guatemala City (Guatemala)
  • Grown from 20 employees, in 2001, to over 3500+ employees worldwide
  • Carved a niche as the earliest adopter of the chat customer contact channel
  • Honed strong quality processes which led us to the development of TotalAssure QA, our third party quality assurance monitoring solution
  • Developed our innovative workforce management optimization platform, KnoahsARK 360

The customer experience is paramount at Knoah and our commitment to exceptional customer support will continue to be our highest priority. Knoah will continue to lead the way in providing innovative and creative solutions to meet the needs of you and your customers today and in the future.

We want to thank our loyal and talented team, clients and partners for their contribution to our success story.

OUR LEADERSHIP

Greg Fettes

CEO

As Chief Executive Officer, Greg provides the strategic vision, framework, and initiatives for our performance and growth. Since our inception in 2001, we’ve succeeded under his leadership by diversifying solution offerings and expanding our footprint globally. In this time, we have maintained our ability to deliver innovative support, continued client value and service excellence.

Greg has over 20 years of entrepreneurial experience in sales, marketing, and operations. He attended Bentley College and the University of Western Ontario, studying Industrial and Organizational Psychology.

Sri Myneni

President

Sri Myneni, President – Knoah Solutions and Co-founder – Knoah Solutions & KnoahSoft, is a recognized leader and serial entrepreneur in the ITES-BPO services sector and Telecommunications Product industry. He has more than 25 years of senior management experience with global corporations in diverse areas like Enterprise Database Management, Secure Networking, CRM, and eCRM with major emphasis in Customer Management, Product Management, Business Development and Software Development.

In 2001, Sri Myneni co-founded Knoah Solutions and organically scaled it up to be an award-winning and internationally recognized global outsourcing services company that delivers multi-channel customer support to Fortune 500 clients globally from its onshore, nearshore and offshore delivery centers in Las Vegas, Hyderabad, Tegucigalpa and Guatemala city.

With an objective to provide cutting edge technology to its clients for enhancing customer experience, in 2007, Sri co-founded KnoahSoft that provides Enterprise level Contact Center Workforce Optimization Solutions to over 200 small and large companies across the globe. Currently, it is one of the key players in the WFM solutions industry world-wide.

KnoahSoft was acquired by Avaya, world’s leading telecommunications product company.

Prior to co-founding Knoah, Sri was VP of Strategic Customers and Alliances for eGain, where he played a key role in signing multi-million dollar deals with companies including AOL, Schwab, AT&T, Verizon and 3Com. Additionally, he was instrumental in growing eGain from a fledgling company to the eCRM market leader with more than 700 employees. Prior to eGain, he held senior business development and management roles addressing both domestic and international markets at Motorola’s Information Systems Division. He also held senior technical and business positions at Bull HN Information Systems and TekNow Inc. Sri holds an MBA from Thunde Bird, an MSCS from ASU, and a BSCS from Nagarjuna University.

Ralph Barletta

Executive VP and Co-Founder

Ralph Barletta has more than 22 years of experience in the knowledge management and eCRM industries, helping Fortune 1000 companies successfully deploy these key technologies in their large call centers. Prior to co-founding Knoah, he was product evangelist for eGain’s Knowledge Products.

Prior to eGain, Ralph spent five years with Inference Corp., serving in a variety of roles, including as the President of the k-Commerce Support Division responsible for their worldwide knowledge management product line. He spent the previous 10 years in research, development, and consulting in the case-based reasoning, knowledge management and artificial intelligence fields. Ralph is a frequent speaker and panel member. He holds a BA in Business Administration and an MS in Computer Science, both from Rutgers University.

Sridhar Sriramaneni

Senior Vice President, Operations

Sridhar Sriramaneni is a seasoned professional with past experience in the IT consulting arena. Prior to joining Knoah, Sridhar served as a Senior Consultant at Sybase and Cap Gemini America. Having worked for ISO certified companies throughout his career, Sridhar has developed a strong understanding of Service quality. He has worked in a cross-section of industries ranging from Financial Service to Government sectors. Sridhar has held multiple roles in Knoah over the past 15 years contributing to the growth of the company.

Sridhar holds a Masters in Computer Science (Bradley Univ.) and graduation in Mechanical Engineering (GITAM Univ).

Sudha Ravella

Chief Information Officer (CIO)

Sudha Ravella, a strategic thought leader with over 25 years of experience across domains such as Information Technology, ITES, Healthcare and Life Sciences has helmed IT Strategy, Program/Project Management, Delivery, Corporate Solutions and Consulting.

With a deep-rooted philosophy for business success, Sudha has focused on ownership of outcomes, understanding customers, designing innovative technology solutions, formulating a performance driven culture and maintaining an uncompromising work ethic.

A Corporate executive for most of his career, has made significant impact in leading cross-functional and matrix teams both nationally and internationally by designing creative, innovative and cost-effective process solutions. Has been a catalyst for improvements and delivery by overcoming complex business/technical challenges. Has seamlessly handled multiple projects simultaneously, including implementations and IT Operations.

Areas of expertise include Strategy Planning, New Initiatives, Financial Planning, Policy Formulation, IT/ Management Consulting, CRM, Operational Strategies, Change Management, HR / Competency Development, Business Solutions Architecting, Service Delivery, Infrastructure Planning, Business Process Reengineering, Business Evaluation, Business Proposals and Techno Commercial Operations.

A few highlights of his career include playing a pivotal role in reshaping GSS Infotech and Virtify Technologies’ processes and projects and being instrumental in making them flagships projects by focusing on client delight.

Successfully built organizations from ground zero, moved organizations up the value chain by focusing on specific industry verticals and lead distributed P&L and cost centers based organizational structures. Proven record of providing effective leadership in driving continuous improvements and innovation in business and operations.

Sudha has a Master of Science degree from the California Institute of Technology (Caltech) and Dual Bachelor(s) of Science degrees from Georgetown University in US.

David Lewy

Senior Vice President – Sales & Business Development

David Lewy brings over 25 years of Sales and Executive Management experience in the Customer Service/Technical Support arena to Knoah Solutions. His responsibilities include developing new accounts, managing business relationships with current accounts and exploring and solidifying relationships with new business partners. During his previous tenure at Advantagekbs, he was responsible for doubling Sales and preparing the company for its eventual sale to UK-based Logica.

Mr. Lewy has been involved in all aspects of sales and business development for a variety of technology-based companies and has been a frequent speaker in the Contact Center arena. David received his MBA from Rutgers University and his undergraduate degree in Artificial Intelligence/Cognitive Science from the University of Rochester

Mahesh R Joshi

Sr. Vice President – Finance

Mahesh Joshi is a Chartered Accountant with over 25 years of industry experience in the field of Finance, Accounting & Compliance. Before joining Knoah, Mahesh provided leadership role in Finance and displayed acumen in Financial Accounting & Management Reporting, Financial operations, Investors Relations and Compliances for a variety of IT companies ranging from startups to established enterprises having multi-geographical operations.

His career achievements include fund raising through IPOs, Project Finance & Working capital facilities, documenting functional SOPs for Startups, involvement in establishing overseas ventures, due diligence activities for PEs, Mergers and System Implementation for Finance function.

Mahesh is a graduate in Commerce from Mumbai University and a member of Institute of Chartered Accountants of India.

Terry Nichols

VP, North America Operations

Terry heads North America operations at Knoah and operates out of Las Vegas center.

Terry has over 20 years of experience in the BPO space. Starting with a small 3rd party warranty administrator, Terry held key positions from agent to trainer, before evolving into leadership roles and responsibility for building brand new support concepts in verticals never ventured by his organization. Success there led Terry to have the confidence to build and co-found his own BPO organization which grew from a 5 persons to a 400+ employee organization over a period of 3 years. This business was eventually sold to Kemper Cost Management, a wholly owned subsidiary of Kemper Insurance carriers. Over the last 15 years Terry has worked for key BPO players, both large and small, and brings vital transformation capabilities to Knoah.

Manfred Alvarez

Vice President, Latin America Operations

With over 18 years of experience in management and startups. Manfred brings strong work ethics and an entrepreneurial spirit to the workplace. His experience includes Contact Center, Business Process Outsourcing, E-commerce, Online Gaming and Business Development. including launching and managing the first Contact Center / BPO Service Company in Honduras, launching and management of Online Poker networks and Online Casinos, online marketing management, and Contact Center Operations, among others.

Manfred’s background allows him to bring strong and dynamic management experience along with a wide variety of skill sets to any Service, E-commerce or International Trade and Commerce company with a focus on Operations and Customer Relation Management.

24-7 INTOUCH GLOBAL CAMPUSES

Knoah Solutions’ wide range of outsourcing services combined with the flexibility of choosing onshore, offshore, near shore or a combination of locations provides a powerful and flexible value proposition to our clients.
We believe in an engaging culture that flourishes in cool, dynamic workspaces. Our campuses foster empowerment, excellence and growth.
Our exuberant culture allows us to customize your solution by offering your customers around the clock support, highly trained staff and multilingual support at lower costs, allowing us to scale our capabilities as your needs change.

Winnipeg, Canada

Winnipeg is home to four of our on-shore facilities including our corporate headquarters. It is a vibrant city with an innovative arts scene, compelling history, enticing restaurants and a dynamic music and entertainment scene. Winnipeg is also known for its diverse culture where more than 100 different languages are spoken.

Las Vegas, USA

Knoah’s onshore facility is located in Las Vegas, Nevada. Las Vegas is home to a wealth of call center experienced personnel as well as access to UNLV Graduates. Las Vegas is internationally renowned as the ‘Entertainment Capital of the World’ and famed for its vibrant nightlife, fine dining, and incredible entertainment options. It is a top three destination in the United States for business conventions and a global leader in the hospitality industry. Today, Las Vegas annually ranks as one of the world’s most visited tourist destinations

Tegucigalpa, Honduras

Our nearshore facility is located in Tegucigalpa, Honduras.  Tegucigalpa is Honduras’ largest and most populous city as well as the nation’s political and administrative center. Tegucigalpa serves as the national education center, hosting most of the universities and higher education institutions in the country, including the country’s most important public university, the National Autonomous University of Honduras. This Central American city is known for its highly educated and accent neutral, bilingual English and Spanish speaking workforce. It’s the largest English speaking population in the region.

Hyderabad, India

The princely city of Hyderabad has been a commercial hub since 1591 AD. It presents fascinating panorama of the past, with rich cultural heritage and myriad traditions complemented by world class technology & infrastructure making it the most preferred destination for investors and business. Our Hyderabad facility is located within Hi-Tech City. Hi-Tech City is a special IT/ITES corridor which was created to ensure safe and secured environment for business investors.

Athens, Greece

Athens, one of the world’s oldest cities, is the capital of Greece and the warmest major city in Europe. It is one of the biggest economic centers in South Eastern Europe, and boasts a large financial sector. Not only is Athens ranked a very safe city to live, but it’s also a transportation hub with an international airport and close proximity to the port of Piraeus, the main gateway to the Greek Islands.

Bogota, Colombia

Bogota is the heart of Colombia, nestled high in the Andes with a population of over 8 million. It’s a city known for art, culture and a mix of colonial and modern architecture. It’s also a cycle-friendly paradise, a haven of green space and a culinary capital.

Cebu, Philippines

Cebu is the largest island in the Visayas region, boasting an ethnically diverse population of Malay, Chinese and Filipino inhabitants and an ever-growing number of westerners. It’s considered to be the most dynamic island in the Philippines, attracting native and international tourists in droves. Ever-increasing foreign investment has created hundreds and thousands of jobs in the BPO industry and rapid economic growth has emerged in the modern urban skylines.

Manila, Philippines

Metropolitan Manila encompasses six cities and 12 towns. This historic, modern capital of the Philippines is the second most populous city in the country, and is filled with museums, parks and churches, plus enough nightlife to last until dawn. Manila is a well-known shopping hub and has been named one of the best shopping destinations in Asia. It also welcomes more than one million tourists each year.

Montego Bay, Jamaica

Montego Bay, located on Jamaica’s north coast, is the second largest city in the country. It is a major cruise ship port with numerous beach resorts and golf courses outside its commercial core. It is a tourist destination known for its sheltered Doctor’s Cave beach with clear turquoise waters, which is one of the most famous beaches on the island. Our campus in Montego Bay in located in Cazoumar Free Zone with a sprawling area of 20,000 sq. ft. It has an outdoor oceanfront cafeteria.

Orlando, USA

Orlando, nicknamed “The City Beautiful”, is a diverse community known for its vibrant tourism industry, exciting nightlife, and picturesque attractions. Consistently rated one of the most visited cities in the United States, Orlando is also home to one of the largest US university campuses in terms of enrolment. This educated community contains residents who speak a variety of languages including English, Spanish, French, and Portuguese, and more. Our campus in Orlando proudly boasts of 8 state-of-the-art training rooms equipped with the newest multimedia devices.

Phoenix, USA

Phoenix is a ray of vibrant communities in the Salt River Valley of the Sonoran Desert. Ranked as one of the fastest growing cities in the USA, and the sixth largest across the States, Phoenix has consistently been rated one of the most livable cities in the United States, and has won numerous awards including being named the best run city in the world. Our campus in Phoenix is spread across an area of 135,000 sq. ft. It has 9 modern training rooms equipped with the newest multimedia devices.

Tampa, USA

Tampa, the Army Air Base City, is a diverse community known for its safe, enjoyable environment, and facilities that honor its history, heritage, and commitment to the arts. Our Tampa facility is located at the center point of Tampa, Clearwater, Largo, and St. Petersburg, enabling access to an expanded labor pool. Our campus in Tampa has a seating capacity of over 1300 with 7 modern and 40 personal training teams.

Denver, USA

Denver, Mile-High City, is one of the most picturesque places to live or visit in the U.S. With a young, well educated, and ethnically diverse population, this green city is home to one of our largest on-shore facilities and over 20 dedicated client programs.

Guatemala City, Guatemala

Known as the “Bridge of the Americas”, Guatemala City is considered the most dynamic metropolis in the area, and the biggest economic engine in Central America. It boasts the largest number of university students in Central America (27%) and has 15+ universities/colleges. Guatemala City is the largest city in Central America, with a population of 4+ million in the Metro Area. We have a 14+ year tenure in Guatemala located in the heart of downtown.

OUR JOURNEY

Knoah has always balanced bedrock principles of customer support with an eye toward innovation.

When we began in 2001, our primary focus was to help organizations respond to their customers making contact through new communication channels. As customer service technology evolved, so did we. By always offering the solutions for the consumer channels in demand, we were able to become the go-to support partner for many companies, including Fortune 500 corporations.

Our success has allowed us to expand our operations to new locations and service options. Now, we not only provide customer experience management solutions and back-office services for businesses both large and small, we also offer third-party quality assurance monitoring services with trained evaluators, coaches and our internally-developed analytics software, KnoahsARK, to help companies evaluate, measure and train their own customer service staff that create the quality of care today’s customer demands.

OUR MISSION / VALUES

From the start, our goal has been to take the guesswork out of customer service.

Our experience and state-of-the-art technology helps our clients measure consumer satisfaction and see a quantifiable return on their choice to work with our organization.

We want to establish an open and honest partnership with every company that uses our services. Working together side by side, we strive to introduce third-party services, new software tools and management solutions that not only yield greater transactional revenue through increased early engagement and upsells, but leave a business’s customers satisfied after every brand interaction.

We prioritize flexibility. We don’t offer standard one-size-fits all services, but unique solutions for the companies that reach out to use for help.

OUR COMPLIANCE / CERTIFICATION

We realize working with an outsourcing service means trusting sensitive data to an outside party, and we do everything in our power to demonstrate our commitment to your security. We are an ISO 27001:2013 certified organization that practices strict information security. Knoah is also recognized as Payment Card Industry (PCI) Data 3.2 certified and Health Insurance Portability and Accountability Act (HIPAA) compliant.

Our commitment to honoring – and often surpassing – industry standards for client protection, staff management and service delivery has earned us numerous awards for excellence including being named Best Outsourced Provider by the 2015 Call Center Week Awards, earning 2015 and 2016 MVP Quality Award and listing among the 10 best rising stars for several years in the International Association of Outsourcing Professionals Global Outsourcing 100 (GO100).

ANNOUNCEMENTS

24-7 Intouch Acquires Knoah Solutions
24-7 Intouch announced today that it has acquired Knoah Solutions, a Global BPO and Contact Center provider.

24-7 Intouch and Knoah Solutions are leaders in the customer care industry, focused on pairing the customer experience with best-in-class technology. This partnership is designed to support the growing need for globally diverse customer service solutions, while leveraging operational best practices from both companies.

24-7 Intouch recently announced its expansion to Europe, which complements its current geographical and language support options. With this acquisition, 24-7 Intouch continues to expand its global presence with over 18,000 employees servicing over 30 languages from 22 sites in nine countries. Most significantly, Knoah Solutions will signal 24-7 Intouch’s entry into the Indian market with over 1,200 seats of production capacity in Hyderabad, already partnering with several high growth technology and retail clients. In addition, this acquisition will expand the Company’s Latin American footprint with a 900-seat site in Honduras and additional production capacity in Guatemala. It also adds a second site in Las Vegas.

AWARDS

Throughout our long history and reputation of providing outstanding results for our clients, Knoah has been honored with numerous awards and recognition.

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