Archive for September, 2010

FORT WORTH, TEXAS (Sept. 2, 2010) – NOVO 1, a leading provider of inbound and outbound customer interaction solutions and a portfolio company of the Glencoe Capital Michigan Opportunities Fund, has opened a new 37,000 square-foot customer-service facility in Holland, Mich.

“There is no better way to celebrate Labor Day than by creating new jobs in America,” said Mary Murcott, CEO of NOVO 1. “With the opening of our dream Michigan contact center we will be creating 300 new jobs over the next several years.”

NOVO 1 has invested in excess of $2 million in the call center with an emphasis on security, technology and commitment to the environment.

“West Michigan embodies an entrepreneurial spirit and public/private sector cooperation so vital to job creation in today’s marketplace,” added David Evans, Chairman and Chief Investment Officer of Glencoe Capital, LLC. “Michigan’s greatest asset and the engine of its vitally important economic recovery is the intellectual, interpersonal and initiative skills of its people, which have grown strong despite the adversity its citizens face. These qualities are what NOVO 1 saw in bringing its major operation expansion to Michigan.”

The new Holland contact center features a spacious and open design to facilitate collaboration with team leaders and agents. The center will accommodate 291 customer service representatives and 21 team lead stations. Three multi-synched training rooms feature state-of-the-art multimedia allowing for 72 training seats and 3 training instructor seats.

AT&T outfitted the facility with its telecommunications solutions, including AT&T Connect® conferencing and fully managed VPN service. The AT&T VPN solution is particularly important for NOVO 1 because it provides high levels of flexibility, reliability and security.

“Everyday, AT&T invests in its infrastructure and network to deliver stronger service and more advanced products for our customers,” said James Murray, President of AT&T Michigan. “Those investments also help promote expansion of new businesses and the creation of jobs in communities like Holland and across Michigan. We’re proud of our investments in Michigan and celebrate the opportunity to come from today’s grand opening.”

Not only does the center have state-of-the-art telecommunications equipment, but NOVO 1 also demonstrates its commitment to the environment with the center’s green features, including:
• An Active Power Rotary and UPS system .that is non-toxic, 98% efficient, with no lead acid core batteries, doesn’t require special ventilation, no spill containment required and takes up a small footprint.
• 100% recyclable and sustainable carpeting throughout the contact center. Energy Star compliant computers and monitors

In addition to its green features, security at the contact center is paramount, and NOVO 1’s Holland Contact Center has local and remote monitoring around the clock. Sensitive areas have three layers of security. There are no exposed data cables from Network Systems equipment to computers. Cables are buried in a concrete floor in under-floor conduit. Customized workstations feature a locking chase that physically secures customer service representative computers from access by agents. Only designated IT personnel have access to the computers. No CD, DVD, media or USB thumb drive intrusion is permitted. Electrical receptacles are secured so there is no uninterrupted power supply (UPS) overload.

“We’re proud to have NOVO 1 as a new member of the Chamber and West Michigan business community,” said Jane Clark, President of the Holland Area Chamber of Commerce. “Our people, location, infrastructure and spirit of cooperation make it possible for companies like this to call Holland home.

The Honorable Kurt Dykstra, Mayor of Holland added, “The City of Holland is recognized as one of the best places to live and work by Kiplinger Magazine and the Gallup organization. A pro-business environment fosters the required economic development to enhance the area’s quality of life.”

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*AT&T products and services are provided or offered by subsidiaries and affiliates of AT&T Inc. under the AT&T brand and not by AT&T Inc.

NOVO 1
Since 1987, Fort Worth, Texas-based NOVO 1, www.novo1.com, has dedicated itself to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. The company delivers adaptable solutions implemented with proven processes and people for industries, such as healthcare, financial, retail, energy and logistics. Whether it’s a healthcare service, B2B logistics dispatch, or retail customer retention program, NOVO 1 provides a scalable, safe, and seamless extension to any business.

GLENCOE CAPITAL
Founded in 1993, Glencoe Capital is a private equity firm focused on lead-sponsored acquisitions and growth equity investments in lower middle-market companies. Glencoe Capital and its affiliates manage a number of private equity funds, including the Michigan Opportunities Fund and Glencoe Capital Partners III, L.P.

For more information, contact:
Jack Wilkie, NOVO 1
817-355-8909
Mobile: 515-321-5467