ibex Acclaimed by Frost & Sullivan for Leading the CALA Customer Experience Outsourcing Market with Its BPO 2.0 Model
February 04 2021 - 11:00AM
Business Wire
Its purpose-built technology platform, wide
footprint, and strong customer centricity helps ibex thrive even in
difficult market conditions
Based on its recent analysis of the Central American and
Caribbean customer experience outsourcing services market, Frost
& Sullivan recognizes ibex (www.ibex.co) with the 2020 Central
America and Caribbean Company of the Year Award. ibex is leading
its client-partners in the new digital economy; leveraging agile
technology platforms and dynamic operational strategies to offer
scalable, flexible, and tailored experiences. As part of its BPO
2.0 model, ibex offers a fully realized vision for helping clients
accelerate growth through transformative customer experiences.
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“ibex developed its BPO 2.0 approach by investing in digital
transformation and articulating a framework to serve born-digital
companies with digitally-native expectations. ibex builds its
service around enhancing and protecting the client’s brand through
a superb customer experience," said Sebastian Menutti, Industry
Principal. “ibex's continually growing wallet share underlines the
trust and confidence existing customers repose in the brand.”
With five locations in Jamaica and two in Nicaragua, ibex
provides robust nearshore services centered on partnership,
execution, and customer experience (CX). It has excelled in
difficult market conditions by combining a fully developed CX
vision with operational excellence, purpose-built contact center
technology, end-to-end business intelligence, sophisticated
in-center and virtual training models, a highly engaged employee
culture, and operational agility.
“This award is the crescendo of what we have accomplished over
the last five years as leaders in the nearshore growth and
expansion,” said Bob Dechant, CEO of ibex. “Between 2015 and 2020,
we experienced growth among new economy clients (176%), non-voice
support services (52%), and workstations (26%) and achieved a CAGR
of 75%.”
A critical enabling element of ibex’s success is its dedicated
technology center of excellence comprised of architects, developers
and analysts, known as WaveX. WaveX’s innovative solutions-focused
approach delivers purpose-built technology to drive operational
efficiencies, generate revenue, and produce deep customer insights
along the entire customer journey.
Delivering agent training and AI-guided agent toolsets and
integrating with an ecosystem of leading-edge AI partners, the Wave
X platform enables a superior customer experience. This
comprehensive CX platform helps ibex drive results across
end-to-end customer touchpoints and uncover insights that propel
value across the lifecycle.
"ibex faced the same challenges and disruptions as any other
business in 2020, but by combining agile technology, adept
management, and clear priorities, it ensured business continuity,"
noted Nick Baugh, Best Practices Research Analyst. "Overall, its
wide footprint, strong organizational culture, and customer-centric
services have established it as one of the fastest organically
growing service providers in the segment."
The Frost & Sullivan Best Practices award can be found at:
ibex.com/frost.
Each year, Frost & Sullivan presents a Company of the Year
award to the organization that demonstrates excellence in growth
strategy and implementation in its field. The award recognizes a
high degree of innovation with products and technologies and the
resulting leadership in customer value and market penetration.
Frost & Sullivan Best Practices awards recognize companies
in a variety of regional and global markets for demonstrating
outstanding achievement and superior performance in areas such as
leadership, technological innovation, customer service, and
strategic product development. Industry analysts compare market
participants and measure performance through in-depth interviews,
analyses, and extensive secondary research to identify best
practices in the industry.
About Frost & Sullivan
For six decades, Frost & Sullivan has been world-renowned
for its role in helping investors, corporate leaders, and
governments navigate economic changes and identify disruptive
technologies, Mega Trends, new business models, and companies to
action, resulting in a continuous flow of growth opportunities to
drive future success. Contact us: Start the discussion. Contact us:
Start the discussion.
ABOUT ibex
ibex helps the world’s preeminent brands more effectively engage
their customers with services ranging from customer support,
technical support, inbound/outbound sales, business intelligence
and analytics, digital demand generation, and CX surveys and
feedback analytics.
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version on businesswire.com: https://www.businesswire.com/news/home/20210204005316/en/
Frost & Sullivan Contact:
Lindsey Whitaker P: +1 (210) 477-8457 E:
lindsey.whitaker@frost.com
ibex Contact:
Rosemary Hanratty P: 412.539.7099 E:
rosemary.hanratty@ibex.co
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