#contactcenterworld, @ibexglobal1, @Frost_Sullivan
Sao Paulo, Brazil, Feb. 4, 2021 -- Based on its recent analysis of the Central American and Caribbean customer experience outsourcing services market, Frost & Sullivan recognizes ibex with the 2020 Central America and Caribbean Company of the Year Award. ibex is leading its client-partners in the new digital economy; leveraging technology platforms and operational strategies to offer scalable, flexible, and tailored experiences.
"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."
"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%."
"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."
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.
Veronica Silva Cusi, news correspondent
IBEX Global (AIM: IBEX), Headquartered in Washington, DC, delivers onshore, near shore and off shore solutions in 5 countries across 19 call centers maintaining a network of more than 9,000 employees that supports multi-channel inbound and outbound communications via phone, web, chat and email in 20 languages. IBEX is specifically focused on improving and maximizing the customer service experience on behalf of over 70 global clients.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Friday, February 5, 2021
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