MCI Buys Mystery Shopper and CX Firm Market Force

MCI, a tech-enabled business services conglomerate headquartered in Miami Beach, FL, has agreed to acquire Atlanta, GA-based Market Force Information, whose range of CX solutions includes customer feedback surveys, mystery shopping, operational audits and competitive benchmarking.

Market Force offers Knowledge Force, an SaaS analytics and case management suite which uses AI and data science for predictive analytics and recommendations. The firm has locations in the US, the UK and Canada. In addition to helping clients enhance CX for improved satisfaction, customer loyalty and retention, it provides digital and voice call center services, tech-support, customer service, employee satisfaction and engagement programs and complaint resolution services. Its mystery shopping business is especially strong, with clients across multiple sectors from e-commerce, financial services, movie studios and gaming through restaurant, specialty retail and grocery to energy, education, health and wellness, and government agencies. The company was bought by its management in 2017, in partnership with investment firm Main Street Capital.

MCI Chief Exec Anthony Marlowe (pictured) comments, 'We loved the Market Force suite of services and their approach to business improvement via market research, data collection, and tech-enabled business services. It was an easy decision for us to acquire 100% of the equity and assets'. With the combined company in mind, he adds: 'I am not sure I'm aware of another mid-market company with analytics, AI/automation, BPO, and CX capabilities as comprehensive as MCI, with all our subsidiaries that can move as quickly, have the flexibility, and come with an extraordinary price advantage'.

Dr. Phil Doriot, EVP of Market Force Information comments: 'As a result of partnering with MCI, we now have one of the most differentiated and complimentary modern CX BPO mid-market conglomerates in world'.

The firms are online at www.marketforce.com and www.mci.world .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.