ibex has been ranked as a Leader in Frost Radar™ for Customer Experience Management Outsourcing in North and Latin America.
Quiver AI Summary
ibex has been recognized as a Leader in the Frost Radar™ Customer Experience Management Outsourcing 2025 report for North America and Latin America, reflecting its innovative approach to business process outsourcing (BPO) and customer engagement technology. CEO Bob Dechant highlighted ibex's commitment to enhancing customer experience (CX) through advanced AI solutions and agent assist technology. The report praised ibex's Wave iX AI platform for its role in driving CX improvements via automation and real-time analytics, while also noting the company's strong growth and unique innovation capabilities. Additionally, ibex's focus on employee development is a key factor in its success, with a significant percentage of leadership having previously worked as agents, contributing to a motivated and experienced workforce. Overall, ibex aims to deliver customized solutions rapidly to ensure exceptional customer outcomes.
Potential Positives
- ibex has been recognized as a Leader in the Frost Radar™ Customer Experience Management Outsourcing 2025 report for both North America and Latin America, enhancing its credibility and reputation in the industry.
- The company's innovative agent assist technology and unique Wave iX AI solutions platform are highlighted as game-changers in enhancing customer experience, showcasing ibex's commitment to technological advancement.
- ibex's strong performance in innovation and growth is reflected in the report, which cites its high growth rates and success in non-traditional businesses as significant achievements.
- A noteworthy emphasis on employee development, with 95% of leaders having started as agents, underscores ibex's robust internal culture and commitment to career progression, likely fostering employee loyalty and engagement.
Potential Negatives
- The press release lacks specific details about the metrics or criteria that led to ibex being recognized as a Leader in the Frost Radar™ report, which may raise questions about the significance of the ranking.
- There is no comparison data provided to contextualize ibex's performance relative to its competitors, which could leave stakeholders uncertain about the company's market position.
- The statements about investment in employee development and advanced technology might imply the company has previously faced challenges in these areas that needed addressing, raising concerns about operational effectiveness.
FAQ
What is ibex's ranking in the Frost Radar™ report?
ibex has been ranked as a Leader in the Frost Radar™ Customer Experience Management Outsourcing 2025 report for North America and Latin America.
How does ibex enhance customer experience?
ibex enhances customer experience through its AI-powered Wave iX platform, which includes predictive analytics and automation for real-time performance tracking.
What role does employee development play at ibex?
Employee development is crucial at ibex, with 95% of leaders having advanced from agent positions, fostering loyalty and experienced leadership.
What industry sectors does ibex serve?
ibex serves various sectors including retail, e-commerce, healthcare, fintech, utilities, and logistics, delivering end-to-end customer engagement solutions.
What makes ibex's technology unique?
ibex's technology is unique due to its advanced Wave iX AI solutions platform, which integrates automation and AI for improved customer experiences.
Disclaimer: This is an AI-generated summary of a press release distributed by GlobeNewswire. The model used to summarize this release may make mistakes. See the full release here.
Full Release
WASHINGTON, June 26, 2025 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, today announced it has been ranked as a Leader in the Frost Radar™ Customer Experience Management Outsourcing 2025 report for both North America and Latin America.
“We are proud to be named a Leader by Frost & Sullivan in its highly respected Frost Radar™ report for CX management outsourcing, which accurately reflects ibex’s position as one of the most dynamic and visionary BPOs in the industry,” said Bob Dechant, CEO of ibex. “ibex has been disrupting the CX industry with innovative agent assist technology and raising the bar on world-class CX for more than a decade, and we are at it again today. From award-winning AI-assisted live agent support to lifelike autonomous customer interactions, we automate the routine and empower human agents to solve the complex.”
The Frost Radar™ is a proprietary, data-driven benchmarking tool that evaluates companies based on their focus on continuous innovation and their ability to convert that innovation into sustained growth. ibex outperformed in both innovation and growth, reflecting its winning AI strategy and market-leading performance.
“ibex earned a leadership position in this year’s Frost Radar™ because of its unique innovation capabilities, elevated adoption rates, nimbleness, and unusually high growth rates in non-traditional businesses,” said Sebastian Menutti, Industry Director at Frost & Sullivan. “A key aspect of ibex’s success is its investment in advanced technology and proprietary platforms. The company’s Wave iX AI solutions platform is a game-changer and underscores its commitment to technology-driven CX management.”
The report noted that ibex’s cutting-edge Wave iX platform serves as the cornerstone of the company’s AI-powered CX strategy, enhancing CX through predictive analytics, automation, and real-time business intelligence. The report further noted that by embedding AI and automation into daily operations, ibex ensures seamless technology integration, enabling real-time performance tracking and efficiency analysis.
The report also stated that a major success driver for ibex is its commitment to employee development and career progression. A remarkable 95% of leaders started out as agents before advancing into management positions, helping to foster experienced leadership and strengthen employee loyalty and engagement.
“Next-generation CX takes more than just technology; it takes deep understanding of the customer journey, unparalleled business analytics, a remarkable workforce, and a proven track record of flawless execution and rapid deployment,” added Dechant. “We design and implement bespoke solutions that meet our clients’ unique needs in weeks, not months, ensuring exceptional customer outcomes at scale. ibex brings it all together!”
About ibex
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of approximately 30 operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.
ibex leverages its diverse global team of more than 31,000 employees together with industry-leading technology, including its AI-powered ibex Wave iX solutions suite, to manage nearly 175 million critical customer interactions, adding over $2.2B in lifetime customer revenue each year and driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn .
Media Contact:
Dan Burris
ibex
[email protected]
A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/8058762e-db5d-4bd3-8a99-ee4349da15d1
