Computer Generated Solutions Romania

Project to Logistics
Student: Dinulescu Elena Madalina
Business Administration
2nd year of study
Group 8841

Contents
Descriptions................................................................................................................ 3
Historical company..................................................................................................... 3
CGS leadership........................................................................................................... 4
Financial Information Company.................................................................................. 7
Competitors Computer Generated Solutions company in Romania............................9
CGS provides companies with whom they are partnered outsourcing solutions:
customer care, technical support, help desk, telesales, and other outsourced many
business verticals..................................................................................................... 10
BlueCherry suite...................................................................................................... 10
CONCEPT-TO-CONSUMER CAPABILITIES.............................................................11
Best in class ERP for FASHION APPAREL & FOOTWEAR BRANDS...............................11
ENTERPRISE-WIDE VISIBILITY.............................................................................11
Best in class PLM (Product lifecycle management) for FASHION APPAREL & FOOTWEAR
BRANDS.................................................................................................................... 12
Manufacturing.......................................................................................................... 14
FAST-CHANGING MANUFACTURING MANDATES.........................................................15
Shop Floor Control.................................................................................................... 16
Logistics................................................................................................................... 19
TRANSPARENCY. VISIBILITY. CONTROL................................................................19
Outsourcing............................................................................................................. 20
About CGS Romania jobs.......................................................................................... 21
Learning................................................................................................................... 22
Customer support..................................................................................................... 25
Technical support...................................................................................................... 27
Telesales & Telemarketing........................................................................................ 30
REDUCE SALES COSTS AND DRIVE REVENUE.....................................................31
Swot analysis for logistic system.............................................................................. 32
Project findings:........................................................................................................ 32
Biography................................................................................................................. 32

Descriptions
Company name: Computer Generated Solutions Romania SRL
CUI: 15005324

Trade Register: J40 / 11348/2002

Industry: Technology Solutions business, electronic commerce, consulting, software

application development and training services.
Company Overview: Founded in New York, USA, in 1984, CGS Inc. provides
technology solutions for business, e-commerce, consulting, application development
software and training services, serving customers in North America, Europe, Asia,
Middle East and Africa.
CGS Romania covers the full range of services associated with call center activity:
help desk, technical support, business process outsourcing (BPO), acquisition of new
customers, Customer Care, Customer Loyalty & Retention.
CGS Romania operates 24/7/365, offering a range of solutions for front and back
office in 18 languages, with almost 3,000 employees in locations in Bucharest,
Brasov and Sibiu.
Founded in Romania: 2002
Computer Generated Solutions ( CGS ) - a global provider of business applications ,
systems and learning outsourcing services , was named earlier this year in the "
100 Global Outsourcing " by the International Association of Outsourcing
Professionals ( IAOP ) .1

Historical company
EasyCall Communications was founded in 2003 by a former employee of Connex,
Vladimir Sterescu and its partners Sorin Cristescu and Radu Gheorghe. EasyCall, a
company with over 600 employees offering services to more markets with clients in
areas such as hardware, software, electronics, financial services,
telecommunications, retail, media, and government.
In 2005, the company recorded turnover of 1.8 million euros and a profit of 50,000
euros.
In 2007, the US group Computer Generated Solutions (CGS) acquired the company
Easycall as stated by Director CGS Romania "to meet growing demand for
outsourcing services." The acquisition was estimated at about six million. Thus from
700 employees in 2008, their number increased to 1,200 at the end of 2009. In
2011, CGS has 2,000 employees and plans to hire 600 of the new center of Sibiu.
CGS Europe headquarters in Bucharest was established as a result of favorable
conditions for development. "We will open a software development center in Europe
and offer customers all the services they already provide CGS in North America and
1 "Global Outsourcing 100" ( Go100 ) recognizes practically the best outsourcing
service providers in the world.

Asia and we will coordinate in Bucharest. We could choose any capital in the world
or in Europe, but I decided that Bucharest is the best site, "said Sterescu.
Center Bucharest Sema Park complex is in an area of 35,000 square meters.

CGS leadership
CGS leadership team is composed of experts and veterans who embody the
entrepreneurial spirit that characterizes the company more than 30 years.
CGS Management team has had decisive roles in some of the newest and innovative
organizations to some of the most influential global corporations. Like real
entrepreneurs, business leaders and pioneers were some of the main technologies
and organizations in the world, including of the first contact center in Romania.

Partners
Our partnerships are fundamental to our clients success. Thats why weve forged long-term
partnerships with many of the worlds leading organizations to deliver powerful, hard-working,
comprehensive solutions that drive our clients fundamental business processes.

As a Microsoft Gold Certified Partner, CGS is among the elite Microsoft Business
Partners who have earned the highest customer endorsements. CGS has passed the
highest level of requirements from Microsoft and has demonstrated the most robust,
efficient and scalable implementations of Microsoft technologies in demonstrated
enterprise customer deployments.

CGS has partnered with AT&T for the housing of our hosting (cloud) services, which
includes a Level 4 data centerthe highest security level available.

Avaya enables businesses to achieve superior results by designing, building and

managing communications networks. Together with CGS, we help our customers

leverage existing and new networks to create value and enhance business
performance.

Avnet, Inc. is one of the world's largest value-added distributors of semiconductors,

connectors, passive and electromechanical components, RF and microwave devices,
enterprise networking and computer equipment and embedded subsystems from
leading manufacturers. CGS is a value-added reseller of Avnet products.

Cisco is the worldwide leader in networking that transforms how people connect,
communicate and collaborate. CGS is a value-added reseller of Cisco products.

CGS is a Dell Premier Partner. Through our partnership, CGS and Dell offer costeffective and powerful networking and hardware solutions for companies requiring
exceptional and reliable performance.

EMC Corporation is a leading developer and provider of information infrastructure

technology and solutions. Together with CGS, we help organizations of every size
around the world keep their most essential digital information protected, secure and
continuously available.

As a Hewlett-Packard Authorized Reseller, CGS provides technical resources that enable

our customers to develop, demonstrate and deploy their solutions using industryleading HP technologies.

As an IBM Partner, CGS offers unparalleled expertise in IBM's traditional products as

well as new eBusiness solutions. CGS continues to build offerings in this arena and
consistently delivers cost-effective, on-target solutions for companies utilizing IBM
solutions and solutions that run on the IBM platform.

CGS manages the New York Area IBM Business Partner Innovation Center (BPIC). IBM
Innovation Centers provide our business partners with easy access to IBM skills and
equipment to help them migrate, test and optimize their applications for an ondemand world.

Symbol is the core of Motorolas enterprise mobility business, uniquely positioning

the company to take enterprise mobility to a new level. Symbol's PartnerSelect
Program allows CGS to help meet the enterprise mobility needs of today's complex
enterprises.

CGS is a Partner level member of the Together Commerce Alliance, the business
partner program for Toshiba Global Commerce Solutions(TGCS). As a member of the
alliance, we have demonstrated our commitment to Toshiba and its Together
Commerce vision.

Veeam enables the Always-On Business by providing Data Center Availability with
high-speed recovery, data loss avoidance and verified protection. CGS is a valueadded reseller of Veeam products.

CGS is a VMware Enterprise Certified Partner delivering reliable, scalable and flexible
server consolidation solutions. CGS's extensive experience in architecture,
implementation, training, and performance tuning, combined with VMware's virtual
server technology, result in the highest value with greater return on investment.

CGS partners with Avalara to utilize its automated sales tax compliance solution to
provide a more robust tax engine to our Microsoft Dynamics AX clients.

CGS partners with Blue Horseshoeto utilize its advanced warehousing solution for
Microsoft Dynamics AX to offer increased inventory management capabilities to our
clients.

Financial Information Company

To make analysis of turnover, net profit and number of employees was made
company Computer Generated Solutions comparison between these five
competitors on the market in Romania
Graphic Description: each company was assigned a number, as shown in the
description
1 Computer generated solutions
2 Genpact
3.Accenture
4 HP (GEBOC)
5 Arvato
6 Competence Call Center

Competitors Computer Generated Solutions company in

Romania
Genpact www.genpact.ro
Accenture www.accenture.com
HP (GEBOC)
Bosch Communication Center Timisoara
Valoris www.valoris.ro
Euroanswer www.euroanswer.ro
Competence Call Center http://www.yourccc.com
Optima www.optimacall.ro
Tweencall Romania
Bluepoint www.blue-point.ro
Callpoint New Europe www.callpoint-group.com
XLWorld www.xlworld.eu/ro/
Webhelp Romania
Elicom www.elicom.ro
Walter Services http://ro.walterservices.com/ro/romania.html
Wipro http://careers.wipro.com/why_wipro/romanian.htm
WNS
Nobel www.nobel.ro
Teleperformance www.teleperformance.com

CGS provides companies with whom they are partnered

outsourcing solutions: customer care, technical support,
help desk, telesales, and other outsourced many business
verticals.

BlueCherry suite

INTEGRATED SOLUTIONS FOR OMNICHANNEL SUCCESS

The growth of omnichannel commerce has challenged apparel and consumer lifestyle
products companies as never before to evolve many planning, supply chain and distribution
activities to meet customers' expectations of a seamless shopping, delivery and returns
experience. To accomplish this, companies require solutions and technology partners that can
improve, streamline and synchronize the way they design, develop, produce and deliver their
products in todays omnichannel business environment.
As companies face stiff pressure to control product and operational costs, manage
ongoing supply chain complexities, reduce time to market, improve visibility and meet growing

social and regulatory compliance, CGSs BlueCherry Enterprise Software with its apparel ERP
and PLM components provides the platform necessary to compete and succeed.

CONCEPT-TO-CONSUMER CAPABILITIES
CGSs BlueCherry Enterprise Suite has the built-in capacity to address the
fundamental needs of all core management, planning, design and product development,
sourcing, manufacturing, logistics and sales functions.
Our flexible, modular approach allows us to configure solutions to fit each clients
aspirations launching as one comprehensive integrated system that reaches across a
clients entire organization, or implementing in a step-by-step fashion to grow along with a
clients business.
With end-to-end capabilities, the BlueCherry Enterprise Suite enables consumer
lifestyle products companies to manage critical business transactions and concept-toconsumer processes to improve speed to market, gain greater process visibility and
control, increase productivity and operational efficiency, reduce costs and enhance
competitiveness.
https://www.youtube.com/watch?v=xrouA_eYMhI

Best in class ERP for FASHION APPAREL & FOOTWEAR

BRANDS
ENTERPRISE-WIDE VISIBILITY
In todays omnichannel business environment, fashion apparel and
footwear companies are constantly challenged to meet fast-changing and seemingly
ever-increasing customer demand for more innovative products and more frequent
product releases at a higher quality and perceived value.

At the same time, companies face increasing supply chain complexities and
are also tasked with reducing cycle times and controlling product costs.
To overcome these operational and market challenges, companies require
real-time enterprise-wide visibility and greater control to improve strategic decision
making, become more agile and streamline the delivery of products through a
number of sales channels.

ONE STOP SHOP, POWERING YOUR FUNDAMENTAL BUSINESS

PROCESSES
BlueCherry Enterprise Resource Planning (ERP) is a best-in-class solution that
provides a comprehensive set of tools to power your fundamental business
processes and manage all of your critical business transactions, including
everything from customer orders to deliveries, planning to production, raw materials
to finished products and everything in between.
Consumer lifestyle products manufacturers, wholesalers and retailers benefit
from end-to-end transparency, visibility and control required across the entire
enterprise and supply chain. BlueCherry ERP connects and strengthens core
business functions through an integrated platform for seamless omnichannel
operations in todays highly competitive marketplace.
FEATURE-RICH TECHNOLOGY
BlueCherry ERP is the most widely deployed, feature-rich and comprehensive solution
available in the marketplace, and is used by leading fashion, shoe and footwear brands
across the globe to plan, manage, synchronize and optimize supply chain and distribution
activities.

Market-Leading Capabilities Include:

Order-to-Cash Management

Financial Management

Credit/Factor Management

Purchasing and Receiving

Production/Import Management

Predictive and Actual Costing

Robust Reporting

And Much More!

With a comprehensive range of capabilities, BlueCherry ERP empowers companies

to streamline processes, gain greater visibility, increase productivity and operational
efficiency, reduce costs and enhance competitiveness.

Best in class PLM (Product lifecycle management) for

FASHION APPAREL & FOOTWEAR BRANDS

PLM REDEFINED FOR CHANGING INDUSTRY NEEDS

BlueCherry PLM is a best-in-class product lifecycle management solution for Apparel
Fashion, Accessories, Lifestyle and Footwear Brands, providing a comprehensive set of tools
to manage your entire product lifecycle.
In addition to core product data management (PDM), bill of materials (BOM), technical
specifications and other commonly available PLM tools, BlueCherry PLM draws from its
enterprise solution heritage to deliver a broader set of integrated line planning, design, product
development, sourcing and production capabilities to meet the demands of today's rapidly
changing marketplace.
These and other extended PLM capabilities better equip companies to streamline
processes, gain greater visibility and control over collections, enhance collaboration across inhouse and global supply chain operations and bring new, profitable products to marketfaster.

NEXT GENERATION PLM CAPABILITIES

Launch new products directly in Adobe Illustrator and automatically
populate BlueCherry PLM with the BlueCherry Adobe Illustrator Plug-in
application. The resultmore innovative designs and better design efficiency.
Establish greater control over raw materials and finished goods sourcing, testing
compliance, quality assurance and other key business activities.
Generate and manage CPSIA, GCC and other compliance documentation. Link data from onsite
sample approvals, factory scorecarding and other quality initiatives to maintain a comprehensive
product record.
Delivered with out-of-the-box processes based upon industry best-practice as a standalone solution or as a fully-integrated component of the BlueCherry Enterprise Suite.
Integrates with virtually any ERP solution.

INTEGRATED PLATFORM FOR ONE VERSION OF THE TRUTH

Lack of business and process visibilityboth internally and with global supply chain partners
can lead to missed trends, missed deliveries and high product and operational costs.
BlueCherry PLM provides one version of the truth for the details and status of each product
under design and development by centralizing and managing design images, product and raw
materials development, purchasing and sample approval. Underpinned with end-to-end workflow
tracking, the result is a decrease in iterations for samples and prototypes, reduced administrative
tasks and data entry, increased efficiency and overall greater speed and agility.

Manufacturing

FAST-CHANGING MANUFACTURING MANDATES

To meet fast-changing customer demand, global consumer products manufacturers,
brands and vertical retailers are challenged to meet ever-increasing mandates to reduce cycle
times, increase product innovation and quality and deliver greater value at lower costs.
As retailers and brands chase low labor manufacturing costs around the globe, they
increase their exposure to workplace safety, unfair labor and wage practices, and other social and
political risks. Manufacturers must provide the visibility and reporting necessary to comply with
customer requirements and growing governmental regulation.
These mandates drive companies to seek new technologies and processes that offer the
significant and sustainable improvements necessary to compete in a globally competitive
business environment.

MANUFACTURING AND MATERIALS REQUIREMENTS PLANNING

With over 30 years of experience, BlueCherry Apparel Manufacturing software enable
manufacturers and brands to effectively identify and fulfill current and future materials demand,
supply and inventories.
With BlueCherry Manufacturing System, wholesalers, retailers and consumer lifestyle
products companies can run demand against forecasts and sales orders to better plan and execute
the timing of raw materials purchases and deliveries as well as finished goods completion dates.
Manufacturers can automate and schedule purchases to align with production schedules
to minimize costs and inventory positions while automating inventory control of materials and
goods. Our Apparel Manufacturing Software sets itself apart in the industry for its ability to
allow manufacturers, wholesalers and retailers to meet customer demand and expectations.

REAL-TIME SHOP FLOOR VISIBILITY AND CONTROL

BlueCherry Shop Floor Control (SFC) [formerly Leadtec] solutions automate the
collection and reporting of production activities immediately as they occur.

This real-time visibility equips managers with a comprehensive view of department and
factory activity, allowing faster, better-informed business decisions on issues and activities such
as order tracking, line balancing, absenteeism and low individual productivity.
To help managers solve or even avoid potential production delays, the BlueCherry realtime Shop Floor Control system proactively advises on potential bottleneck situations and
recommends work-around solutions before problems and excess costs escalate. BlueCherry Shop
Floor Control quickly identifies and isolates quality problems that impact production schedules
and costs.

Shop Floor Control

TRACK AND REPORT THE BREADTH OF YOUR FLOOR

ACTIVITIES
Sewn products manufacturers face ever-increasing mandates to improve individual and
overall plant productivity and efficiency in order to reduce throughput time and production costs.
At the same time, they are challenged to improve quality and reduce work in process inventory
levels.
To eliminate delays and achieve on-time deliveries, apparel and sewn products
manufacturers must closely track, control and make production processes transparent to their
customers and supply chain partners.
Further, to achieve and maintain high levels of productivity and employee morale,
successful manufacturers must provide workers with information to make better decisions,
motivation to be more productive and performance benchmarking to optimize incentive-based
earnings. See how General Sportwear improved production efficiency with BlueCherry Shop
Floor Control [formerly Leadtec].

REAL-TIME SHOP FLOOR VISIBILITY AND CONTROL

BlueCherry Shop Floor Control (SFC) [formerly Leadtec] solutions automate the
collection and reporting of production activities immediately as they occur.
This real-time visibility equips managers with a comprehensive view of department and
factory activity, allowing faster, better-informed business decisions on issues and activities such
as order tracking, line balancing, absenteeism and low individual productivity.
To help managers solve or even avoid potential production delays, BlueCherry Shop
Floor Control (Leadtec) proactively advises on potential bottleneck situations and recommends
work-around solutions before problems and excess costs escalate.
BlueCherry Shop Floor Control quickly identifies and isolates quality problems that
impact production schedules and costs.

INCREASE PRODUCTIVITY AND EFFICIENCY

When a workers productivity is not up to standard, supervisors use BlueCherry Shop
Floor Control to identify the cause and find solutions before seriously affecting output and
operator earnings earnings. Supervisors gain the ability to load and reconfigure production lines
to optimize and maintain a balanced flow and instantly determine the status of any production
order and delivery status.
By providing individual performance feedback to production workers, BlueCherry Shop
Floor Control eliminates non-productive time and increases overall production output without
requiring additional staffing, facilities or overhead expenses.
BlueCherry Shop Floor Control (Leadtec) provides up to 200% increase in piece-work
operator performance for global manufacturers.

REDUCE AND CONTROL COSTS

BlueCherryShop Floor Control immediately reduces individual and overall administrative
time and expenses by eliminating time clocks, paper tickets and manual recording of production
information. It also improves payroll accuracy by automating processes and more consistently
accounting for off-standard time. In fact, manufacturers using BlueCherry report saving 5-10
minutes of lost time per operator per day at the time clocks.
By using the system to evaluate current off-standard issues and their costs, supervisors
quickly and easily identify waste and prioritize actions to resolve issues and eliminate
unnecessary costs.
With BlueCherry Shop Floor Control, managers take corrective measures before
production bottlenecks and quality issues escalate into more costly and time consuming
problems.

MOBILE ACCESS. FLEXIBLE OPERATIONS.

Manufacturers are facing new pressures to optimize production in an
increasingly mobile environment. Enhancements to BlueCherry Shop Floor Control
offer flexibility in factory management reports as well as on the shop floor via the
Actionable Intelligence (AI) Dashboard and Wireless Operator App.
The AI Dashboard provides managers with aggregated smart data to make better
strategic decisions across the shop floor, enabling a shift from reactive to
proactive. The operator app leverages off-the-shelf mobile devices to collect
production data from users as it occurs. Manufacturers can choose to implement
wired and wireless devices for more flexibility, lower cost of ownership and for
managing supply chain risk more accurately.

Logistics

MASTER TODAYS TOUGHEST WAREHOUSE AND DISTRIBUTION

MANAGEMENT CHALLENGES
In todays omnichannel world, consumer lifestyle products retailers, apparel and fashion
brands--along with their suppliers--are challenged to provide a seamless shopping and customer
service experience across all sales channels including brick-and-mortar and eCommerce.
Variations in products, constraints of physical facilities, shipping methods and sheer
volume all contribute to some of the toughest warehouse and distribution challenges.
Companies require increased visibility and optimized operational efficiency in order to meet
consumer demand.
Leverage omnichannel order fulfillment to attract more customers. Enter more
international markets. Win greater market share by embracing the latest in supply chain logistics,
inventory management and order fulfillment technologies with optimized logistics.

TRANSPARENCY. VISIBILITY. CONTROL.

Whether the need is omnichannel order fulfillment or integrated tracking of product and
information throughout the supply chain, BlueCherry Logistics offers the end-to-end
transparency, visibility and control companies require.
As a key component of the BlueCherry logistics module,
the BlueCherry Omnichannel Warehouse Management solution handles consumer lifestyle
product companies data flow and operations while providing increased visibility into all
warehousing activities, including multistage picking processes, quality assurance procedures,
cross-docking, paperless picking operations through use of wireless scanners, fabric tracking to

the roll level, RFID and use of material handling systems like Put-to-Light or automated
conveyors.

REAL-TIME INFORMATION FOR BETTER DECISION MAKING

The BlueCherry Omnichannel Warehouse Management solution is designed to work on a
manage-by-exception basis, so warehouse managers and consumer lifestyle products
executives can address problematic issues immediately, rather than wading through numerous
reports to determine if and where a problem exists.
With real-time business information, visibility and control, warehouse managers and
industry leaders can make timelier and better informed decisions, ultimately benefiting from a
more agile warehouse and distribution operation.
Through improved speed, accuracy and reporting capabilities, consumer lifestyle
products companies can consistently meet consumer expectations and demand for a seamless
shopping, delivery and returns experience, maintaining their brand equity and delivering value.

Outsourcing

About CGS Romania jobs

In many companies, a lot of posts, the main requirement for employment is at least
two years experience in the field. Of course, the question that arises in these cases is:
"How can I make my experience if no one accepts me before I have?" But there are
also companies that used to help young people at the beginning, notwithstanding the
presence of previous employment. One of these companies is CGS Romania, and for
more details about opportunities now, I spoke with Iuliana Stan, Recruitment Manager.

1) Why should choose a young graduate to start his career in the CGS?
CGS Romania, young people with no job experience, can easily find a job. We think it's
a hand you reach out to young people, who usually can not engage in other places
without experience for at least 1 year. All our vacancies require a period of training
and habituation, which can last between 2 weeks and 2 months, depending on the
complexity of the job.

2) What are the most interesting jobs offered to young candidates CGS now?
Positions which may be of most interest to those who want to work with us as
customer service representative, officer debt collection, customer care specialist, IT
helpdesk, accounts receivable. The positions involve fluency in a foreign language:
English, French, Spanish, German, Portuguese, Italian or Dutch, but also
communication skills, technical etc.

3) What kind of projects are available now and what kind of candidates are
expected for each of them?
CGS Romania to become engaged our candidates should have the following skills:
communication skills, flexibility, communication in a foreign language, technical or
financial profile.

4) It is known that the job market for foreign language speakers is quite the
offer. What comes in addition CGS to attract the best candidates?
CGS Romania differs from the other companies by offering training opportunities and
further development within the company. This means that an employee can grow both
horizontally, which involves moving to another department, depending on the skills
required it, and vertically, meaning promotion department where they work. It's
important to note that 90% of our employees in middle and upper management
positions were promoted from within the company.

5) How much consider the previous experience of a candidate applying for an

entry level job?
To apply for posts CGS Romania has not needed any experience. Prospective
employees will be trained by us through various training for projects that will
subsequently be involved.

6) What are the benefits of employment in CGS for students?

CGS Romania is the perfect option for a student, thanks to flexible. It can work 4, 6 or
8:00, depending on its availability. Initial training must be performed only on a fulltime basis.

7) What are the opportunities for professional development that benefit the
company's employees?
Our employees can develop in the following areas:
- HR, which includes the administrative
- IT, where there are very technical positions and technical support Level 1.5, 2 or 3
- Management, where it enters backup stations, team leader, quality assistance, coach
homes controller, dispatch, project manager.
- Training: Trainer

Learning

Customer support
THE CHANGING WAY CONSUMERS INTERACT WITH
BUSINESSES
The way consumers shop and interact with businesses is changing. According
to a multi-channel shopping survey by PricewaterhouseCoopers, 80% of
respondents said that they research a product online before buying.
Consumers are more informed, more tech-savvy, leave little room for error
and demand to be recognized as individualsor theyll go elsewhere. Because one

size certainly does not fit all, companies looking to differentiate in todays crowded
marketplace must deliver exceptional experienceswhen and where customers
want themregardless of how complex the interaction.

MAKE EVERY POINT OF CONTACT MATTER

Companies work hard to build brands that customers love. But to win a customer for life,
every point of contact matters.
CGS understands the mission-critical nature of customer experience. We consider each of
our 45+ million interactions per year as unique chances to exceed expectations and build longlasting relationships with your brand.
CGS allows our clients to effectively service all customers from a single location
through any channel and no matter what language they speakwithout sacrificing superior
quality.
With CGS, our clients get big-company capabilities combined with outstanding personal service,
and benefit from happier customers who buy more, speak positively about their brands and
ultimately help their businesses grow.

IMPROVE OPERATIONAL EFFICIENCIES FOR BETTER

CUSTOMER SATISFACTION
Customer experience is king. CGS's Business Process Outsourcing group works with
clients to determine customer support goals, identify the right tools and processes and deliver
exceptional service across the customer lifecycle. Our solutions are flexible enough to meet each
clients needs, whether its delivering onshore or off, dedicated or shared services, 24x7x365,
ramping up or down for seasonal volumes, or using your tools or our own.
We recruit, hire, train and retain top talent so our clients can scale quickly. Our
technology enables agents to efficiently assist customers across channels, we utilize data from
every interaction to continuously improve processes, enhance customer satisfaction levels and
implement savings.

NEVER MISS A CONVERSATION THAT MATTERS

Your customers are talking about you. Do you know what they're saying? We can help you
listen and respond effectively on a personal level, improving customer experience, increasing
brand loyalty and accelerating growthall while analyzing trends that impact decisions about
your business. After all, CGS was the first contact center with social media monitoring
capabilities.\
AN EXTENSION OF YOUR TEAM
Superior processes and technology are fundamental, but people are the heart of great service.
Our teams collaborate so closely with our clients' teams that often we cant tell them apart.
Like you, we are obsessed with customer satisfaction and quality. Our agents are accentneutral problem solvers who are trained to empathize and understand. We take the time to
learn about your products and brand to emulate your core valuesbecause we believe that
life-long partnerships sustain life-long customers.
We recruit the best and sharpen technical and care skills so we can handle the toughest
situations, the most challenging questions and the busiest days with a smile.

EXPERTISE
CGS is an award-winning provider of multilingual customer support solutions
delivered from North America, Romania, Chile, Canada and India. We provide
customer care from simple requests to complex technical support across channels
from telephone and voice to email, chat, web and social media.
Why clients turn to CGS to deliver outstanding personalized customer service:

Weve helped a leading household electronics and appliance company improve overall

customer satisfaction survey results by 34%

We've helped one of the world's largest mobile telecommunications companies reach

100% of customer satisfaction goals

We reduced no-show reservations for a major restaurant company by 27% through
data analytics and predictive scheduling

Technical support
KEEPING UP WITH YOUR TECHNOLOGY INNOVATION

With the pace of technology innovation changing so rapidly, and technology companies
releasing more products more frequently to stay competitive, even the most die-hard techsavvy customers can struggle to keep up. IT support teams are straining to meet the demands
of those customers who have high expectations for quick resolution.

One size certainly does not fit all for tech support. Companies looking to differentiate
in todays crowded marketplace cant rely on just product and price alone, but must deliver
exceptional experiences when and where customers desire itregardless of how complex the
interaction.

LOWER COSTS AND IMPROVE EFFICIENCY

CGS technical support agents stretch every metric. We are driven to go beyond KPIs and
improve speed-to-answer and first call resolution, which means fewer calls passed to our
clients teams. Striving to diagnose and resolve problems the first time, every time not only
keeps costs down, but leads to more loyal customers.
We manage the people, including recruiting, hiring, training and retaining top talent so our
clients can scale quickly for new product releases or seasonality. Our technology enables
agents to troubleshoot across channels and we utilize data from every interaction to
continuously improve processes and implement savings.

FLEXIBLE SOLUTIONS FOR TECHNOLOGY COMPANIES

We think outside-the-box to tailor our solutions to meet each companys fundamental
needs, whether it be onshore or off, dedicated or shared technical support 24x7x365, afterhours or self-service, supporting customers anywhere on any device, or using your ticketing
tools or our own.
CGS allows our clients to cost effectively service all customersfrom a single location
and no matter what languagewithout sacrificing quality.

EXTEND YOUR TEAM WITH HIGHLY SKILLED PROBLEM

SOLVERS
Superior processes and technology are fundamental, but people are the heart of great
support.
Like you, we are obsessed with customer satisfaction and quality. Our agents are
accent-neutral problem solvers rather than script readers. With the perfect blend of technical
and care skills, CGS agents are prepared to handle rapidly changing technologies and business
needs. We take the time to learn about your products and brand to emulate your core values.
We handle the toughest situations, the most challenging questions and the busiest days with a
smile in order to secure your companys reputation for quality.

OUR EXPERTISE
With more than 20 years of experience supporting ThinkPad PCs and Notebooks, CGS
is an award-winning provider of technical support services delivered from North America,
Romania, Chile and India. We were pioneers in remote PC takeover and diagnostics, and are
experts at owning the support process from start to finish including: tier 1, tier 2, tier 3 and
issue resolution.
Clients including three of the world's leading PC makers and three of the world's
leading telecommunications companies leverage our expertise as a trusted technical support

resource. Combined with high-quality customer care, we help make their customers happier
so theyll buy more, use more products, talk positively about their brands and help their
businesses grow.

NEED MORE SUPPORT?

Looking to outsource higher tiers of service for management of servers, storage, telecomm,
networks, desktops, email, applications and more? Read about our Remote Maintenance &
Monitoring services.

Telesales & Telemarketing

GROWING PAINS
Sales and customer retention and loyalty strategies have undergone profound changes in the
last 10 years. Business leaders must stay on top of trends in cloud, SaaS, recurring revenue
models, solution selling, marketing automation and social monitoringall while maintaining
the highest levels of customer satisfaction.
Choosing the right balanced approach can be daunting, while the wrong choice can
beexpensive. Fundamentally speaking, all companies seek to reduce sales cycles, increase
profits, develop more predictable pipelines, reduce the cost of sales and build loyalty
with telesales and telemarketing programs to make it easy for customers to engage with
their business.
To get it all right, you need to stay focused.

REDUCE SALES COSTS AND DRIVE REVENUE

CGS has expertise in business to business (B2B) and business to consumer
(B2C) sales, marketing and customer experience efforts.
We possess the discipline and processes to cost-effectively drive growth
through inbound telemarketing and telesales campaigns, including customer
retention and loyalty, new sales, up-sell and cross-sell opportunities.
CGS was recently ranked #1 in sales among all outsourcing
partners by one of the top five largest U.S. wireless providers. Companies turn to
CGS to gain the talent and flexibility they need to reduce sales costs, drive
revenue, increase repeat business from satisfied and loyal customers, and compete
and grow without sacrificing outstanding personal service.

AN EXTENSION OF YOUR TEAM

Superior processes and technology are fundamental, but people are the heart
of great service. Our agents know how to maximize every point of contact and
convert calls to sales opportunities.
Like you, we are obsessed with driving sales through exceptional service. We
have big company capabilities to help you reach new markets around the globe
without sacrificing the quality and individual attention you need to take
sales and loyalty programs to the next level.
We recruit the best call center agents. Then we help them learn about your
products and brand, sharpen their skills and prepare them to handle the toughest
deals, most challenging competitive questions and the highest-volume sales
periods.

Swot analysis for logistic system.

strengths
weaknesses
The high potential employees. Foreign
firms have been attracted to the labor
force in Romania. Young people under
25, the first job with language skills,
computer skills and willingness to learn.

Due to the economic crisis, budgets

allocated to departments decreased.
Thus, managers have given up
competitions, team-buildings bonuses
which led to the disappearance of
employee motivation. Employee
dissatisfaction regarding advancement
or bonuses led to the migration of staff
very quickly.

opportunities

threats

Foreign companies are looking to

outsourcing to reduce costs. The
increase is so great that CGS has come
to the opening of four centers in
Romania.

CGS's main threat are other outsourcing

companies like HP, Oracle, Microsoft.
Most employees leaving from CGS
swinging to these companies because
the salary package more attractive,
legal program in Romania, etc.

Project findings:
My recommendation would be for managers to draw up a plan of employee
motivation. Employees receive continuous mails from managers, from other
companies, are praised for good results that they have, but this is not reflected
anywhere else.
Motivation does not necessarily have to be financial. Offering new challenges
and opportunities for development and learning is another possible way of
motivation. But it should be treated with caution as they may not have the desired
effect. For example, in a department, the desire to increase productivity whole
project several agents were cross-trained, occupying two departments, the mayor
during the week, and the second weekend. Such agencies had to come and
weekend work.

Biography
Ziarul Financiar : file:///C:/Users/Madalina/Desktop/Computer%20Generated
%20Solutions%20Rom%C3%A2nia%20S.R.L.%20_%20Ziarul%20Financiar.html
Article posted data Sunday May 15, 2016 hour posting 21 :45
CGS official site https://www.cgsinc.com/ro/leadership

Article posted data Sunday May 15, 2016 hour posting 22 :00
CGS official site

https://www.cgsinc.com/ro/partners

Article posted data Monday May 16, 2016 hour posting 21 :45
CGS official site

https://www.cgsinc.com/en/applications

Article posted data Tuesday May 24, 2016 hour posting 21 :45
CGS official site

https://www.cgsinc.com/en/bluecherry

Article posted data Tuesday May 24, 2016 hour posting 18 :16
CGS official site https://www.cgsinc.com/en/bluecherry/logistics
Article posted data Tuesday May 24, 2016 hour posting 19 :45
Youtube: https://www.youtube.com/watch?v=xrouA_eYMhI
Data video post Tuesday May 24, 2016 hour posting 23 :36
CGS official site https://www.cgsinc.com/ro/outsourcing
Article posted data Tuesday May 24, 2016 hour posting 17 :45
CGS official site https://www.cgsinc.com/en/business-process-outsourcing
Article posted data Tuesday May 24, 2016 hour posting 21 :57
official site VERIFICARE FIRMA http://www.risco.ro/verifica-firma/computergenerated-solutions-romania-cui-15005324#
Article posted data Tuesday May 24, 2016 hour posting 16 :45
official site VERIFICARE FIRMA http://www.risco.ro/verificafirma/competitie/computer-generated-solutions-romania-cui-15005324
Article posted data Tuesday May 24, 2016 hour posting 16 :12
CGS official site https://www.cgsinc.com/en/business-process-outsourcing/customersupport
Article posted data Tuesday May 24, 2016 hour posting 16 : 22
CGS official site https://www.cgsinc.com/en/business-process-outsourcing/technicalsupport
Article posted data Tuesday May 24, 2016 hour posting 15 :52
CGS official site https://www.cgsinc.com/en/business-process-outsourcing/telesalestelemarketing
Article posted data Tuesday May 24, 2016 hour posting 15 :05
Youtube: https://www.youtube.com/watch?
v=mNlnu0IxGQA&list=PLB592107A210453E8&index=3

Data video post Tuesday May 24, 2016 hour posting 20 :36
Despre joburi: http://www.desprejoburi.com/index.php/2015/05/21/despre-joburi-incgs-romania/
Article posted data Tuesday May 24, 2016 hour posting 21 :45