Company: ibex
Nomination Submitted by: Finn Partners
Company Description: ibex, a global provider of innovative business process outsourcing, delivers smart digital marketing, online acquisition technology, end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers.
Nomination Category: Achievement Categories
Nomination Sub Category: Achievement in Technology Innovation
 Nomination Title: ibex Wave iX
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated organization's technology innovation achievements since the beginning of 2023, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization's history and past performance (up to 200 words):
Total 198 words used.
ibex delivers innovative business process outsourcing, smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. ibex operates a global customer experience (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 over 30,000 employees with industry-leading technology, including the 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.
ibex’s success is fueled by a strategic shift into the digital-first marketplace, enabling the company to win elite blue-chip and leading new-economy clients and expand globally into high-growth areas.
Recent accolades: Ranked No. 2 on 2024 Forbes list of America’s Best Employers for Tech Workers; 2024 Generative AI Expo Generative AI Product of the Year Award; 2024 Stevie Awards Technology Breakthrough of the Year for Artificial Intelligence; 2024 CUSTOMER Contact Center Technology Award, Business Intelligence Group 2024 Artificial Intelligence Excellence Award.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2023 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
In January 2024 ibex launched ibex Wave iX, the definitive AI-driven digital first CX and employee experience (EX) solution suite. ibex Wave iX seamlessly integrates innovative AI-powered solutions with ibex’s cutting-edge CX platform to facilitate advanced, hyper-personalized, and intelligent interactions that cultivate stronger connections between brands and their customers. It harnesses generative AI to augment humans, insights, and actions across the end-to-end CX value chain. Supported by automation tools for self-service, Wave iX enables organizations to become more productive, cost-effective and customer-centric.
ibex Wave iX comprises three strategic components - Agent AI, Customer AI, and Insights AI - to deliver the next generation of AI and agent-assisted customer experience. More than just an AI-powered platform, ibex Wave iX is a commitment to redefining customer experiences and setting new industry standards.
In July 2024 ibex launched ibex Wave iX Translate, which breaks through the language barrier to enable real-time customer conversations and interactions in more than 150 languages, without requiring native speakers. With ibex Wave iX Translate, businesses can overcome language barriers and adapt to local accents and nuances, and deliver an enhanced customer experience.
Most recently, ibex introduced ibex Wave iX AI Virtual Agent, a sophisticated AI solution designed for seamless and scalable automated customer brand interactions. This capability ensures that businesses can effectively communicate with customers across any platform, creating a seamless and inclusive experience.
As a forward-thinking organization, ibex is constantly assessing, training and refining its models, and will continue to push the boundaries to enhance its capabilities.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 248 words used.
ibex has helped some of the world’s leading companies optimize CX to drive customer satisfaction, loyalty, and retention while enhancing brand reputation, and growing profitability.
While each deployment is tailored to specific client needs and requirements, ibex has built a strong reputation for speed and quality of its implementations.
Recently, ibex worked with a leading health provider to transition them from a purely human-based diagnostic to an AI-based solution with the goal of improving quality monitoring and coaching with greater scale. By leveraging its AI-based Quality Monitoring solution to augment human-based QA, ibex was able to reduce costs and remove impediments to scale. The new ibex Wave iX AI-based solution can evaluate up to 100% of interactions, remove bias, and deliver performance within a 1% scoring variance of human diagnostic scoring. The results were impressive including a 200% increase in Customer Sentiment Data, near real-time insight around repeat contacts and a successful Auto coaching and Automation of Performance Management Process.
In addition, ibex worked with a global transportation leader who wanted to improve the customer experience by ensuring agents were using standardized grammatical sentence structure when responding to customers via chat and email. The client wanted to reduce average response time. Leveraging AI-powered messaging assistant technology, ibex enabled agents to generate relevant responses from a team response bank, autocomplete suggestions across all messaging platforms and a shared knowledge library for fast research. The results included improved agent’s communication style and a 20+ percent decrease in Average Response Time.
- Optional: Reference here any attachments of supporting materials throughout this nomination and explain how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 228 words used.
There are three strategic components within the ibex Wave iX solution suite that leverage cutting-edge Generative AI technology to deliver the next generation of AI and agent-assisted customer experience. Combining years of award-winning business process outsourcing operational excellence to augment humans, insights and actions, across the end-to-end CX value chain, ibex Wave iX comprises:
ibex Wave iX Agent AI
The Agent Performance Suite is the leading AI suite for agent productivity and workflow enhancement. It integrates across the agent experience to drive enhanced outcomes for every agent action providing Total Agent Performance Management, Hyper-Personalized Agent Engagement, AI Conversational Assistance, Coaching & Optimization, and Real-Time Language Translation.
ibex Wave iX Customer AI
The Customer Interactions Suite AI technology boosts every interaction along the customer journey, using the latest in Generative AI. It incorporates LLM Tailored to Each Brand, Virtual Agents & Conversational AI, AI Voice Engagement, and Advanced NLP.
ibex Wave iX Insights AI
The CX Insights Suite is an end-to-end insights layer measuring real-time CX interaction data supported by a Business Intelligence team surfacing insights that drive business forward. It encompasses 100 percent Interaction & Data Capture, Real-Time Analysis, Quality Assurance, and Action, Predictive, Brand-Tailored Insights, and a Continuously Learning Knowledge Base.
ibex Wave iX is AI designed to enhance every engagement at every touchpoint from omnichannel AI support to enhanced personalization, proactive AI support, and enhanced self-service.
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