Jamaica-based customer experience (CX) outsourcer, itel has been named among the globe’s top CX outsourcers in Everest Group‘s 2022 Peak Matrix.

The Peak Matrix Assessment 2022 for the Americas, which was recently released by the Everest Group, is a comparative analysis of best-in-class service providers.  

After assessing market success and delivery capabilities, itel received its first-ever placement in the report as an ‘Aspirant’ next to 36 competitors, including long-standing global players.

Everest Group Matrix Assessment 2022 is a thorough comparative assessment of top global CXM service and technology providers.

Yoni Epstein, founder and chairman of itel, said: “We are maintaining a strong velocity towards making a significant industry impact in the global services sector. This quarter alone, we are recruiting over 2,500 people while expanding several facilities in the nearshore region.”

With locations spread across seven countries and nine facilities and an agent workforce that has grown to more than 7,000, Epstein promises that itel will move up the quadrant quickly in the next few years, as the Caribbean’s largest homegrown business process outsourcer continues to expand into new industries and markets.

The recent expansion of itel includes launching a third building in St Lucia’s Hewanorra Free Zone only two years after opening its first site in St Lucia; investing more than US$4 million to expand its Guyanese operations; and an additional 35,000 sq ft build-out of its facility in Honduras.

This is in addition to a new, state-of-the-art, US$7-million facility and contact centre in Jamaica that houses more than 1,400 employees and contributes in excess of US$60 million to the local economy.