With emerging technological shifts in the BPO and logistics sectors, Jamaica is ready to embrace the evolution of new solutions such as generative artificial intelligence (AI), and robotics process automation (RPA).

Players in the local sector are positioning themselves to be at the forefront of these technological advances. 

This was in full display at the recently held Outsource2Jamaica Conference, where attendees were able to see first-hand demonstrations of the use of AI supporting BPO and contact centres service delivery.

Prominent outsourcing company itel, for the very first time, showcased its internationally developed AI platform engineered specifically for the Caribbean. This platform allows for a higher degree of analytical accuracy and performance tracking. 

Third-party logistics was also a major feature of the next frontier in the global outsourcing space in Jamaica. This was in keeping with the theme of the annual conference ‘Driving Excellence: Talent Technology and Transformation‘.

Jamaica was again highly recognised as continuing to be a significant player in the global services sector, particularly in the business processing outsourcing (BPO) and offshore outsourcing. International players who attended the Outsource2Jamaica Conference lauded the local sector with a favorability rating for exceptional communication skills, trainability, competitiveness and low attrition rating. Jamaica also boasts an impressive connectivity uptime of 98 per cent from telecommunications partners, minimising disruptions.

Erez Fishman, executive vice president of Teleperformance, one of the world’s largest digital services company, is also attributing the success of his company in Jamaica to the aura of Jamaicans, and the ease of doing business, which places the country way above our competitors in over 97 countries worldwide.

Similar sentiments were shared by Brad Meiller, international expert in customer experience, contact centre operations and BPO strategy.  “The deep culture of loyalty, competitiveness and pride is embedded in the way businesses operate here.”

Both gentlemen were panellists at the fifth staging of the conference, which showcased Jamaica’s immense potential as a hub for business process outsourcing (BPO), knowledge process outsourcing (KPO), and information technology-enabled services (ITES).   

In welcoming stakeholders, O2J2025 chairperson, Gloria Henry, said that this year’s conference theme is underpinned by the main pillars supporting the industry – talent, technology and transformation. 

“The sector is poised for a transformation to position Jamaica as the leader in the fourth industrial revolution.” 

Likewise, Wayne Sinclair, president of Global Services Association of Jamaica, expressed confidence that “the future of Jamaica’s global services sector looks more promising than ever”.

“Local players continue to advance a sector wide corporate culture of flexibility, adaptation and innovation.  The national strategy aims to reposition Jamaica as a higher-value destination while building on its existing strengths as a credible nearshore customer service hub,” he said. 

Attendees at this year’s staging of Outsource2Jamaica participated in several panel discussions with international players and also explored how businesses can successfully transition into the digital global service economy. 

Sean Duncombe, co-founder and COO of Podcast.AI, also shared his perspectives on leveraging generative AI for efficiency and effectiveness in the GSS. Sponsors capitalised on opportunities for visibility, networking, and engagement with key players in the sector.

The GSAJ is the leading representative body serving the information, communications technology, logistics outsourcing and business process outsourcing (contact centre) sectors in Jamaica.

The Outsource2Jamaica conference is the largest event that currently focuses on the sector and was attended by global experts, technocrats, government officials, multilateral agencies, industry service providers, policy experts, and aspiring creative professionals to learn and network as they prepare for the future of the industry.