JAM | May 22, 2023

Itel named among ‘Top CX Outsourcers’ in the Americas

/ Our Today

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Nighttime external view of itelCX’s Montego Bay office in Jamaica. (Photo: Facebook @itelCX)

Jamaica-based customer experience outsourcer itel, has been named among the globe’s top CX outsourcers in Everest Group‘s 2022 Peak Matrix, a comparative analysis of best-in-class service providers.

Everest Group recently released its CXM Services PEAK Matrix Assessment 2022 for the Americas, in which itel made its first ever placement. The PEAK Matrix is a thorough comparative assessment of top global CXM service and technology providers.

After assessing market success and delivery capabilities, itel made it on the list as an “Aspirant” next to 36 other competitors, including long-standing global players.

Commenting on its showing, itel’s founder and chairman, Yoni Epstein, remarked, “we are maintaining a strong velocity towards making a significant industry impact in the global services sector”.

Yoni Epstein. (Photo: Outsource2Jamaica)

“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 over 7,000, we expect itel to move up the quadrant quickly in the next few years, as we continue to expand into new industries and markets,” Epstein added.

itel’s recent expansion includes launching a third building in St. Lucia’s Hewanorra Free Zone only two years after opening its first site in St. Lucia; investing over US$4 million to expand its Guyanese operations; an additional 35,000 sq ft build-out of its facility in Honduras; and a new state-of-the-art, US$7 million facility and contact center in Kingston, Jamaica.

The Kingston contact centre currently houses over 1,400 employees and contributes over US$60 million to the local economy.


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