Itel expands Jamaica operations, adds clients amid industry contraction

MONTEGO BAY, JAMAICA — Caribbean’s largest homegrown international customer experience (CX) provider itel is bucking the trend of industry-wide contraction by expanding its operations in Jamaica. 

The company has secured two new clients in the logistics and retail sectors, leading to a substantial increase in its workforce on the island.

Expansion and technological innovation of itel

To accommodate its growth, itel is conducting hiring initiatives across Jamaica, aiming to add to its current workforce of nearly 2,000 employees on the island. 

The company is expanding its operations in Kingston to serve a new logistics and transportation client while restructuring and expanding its support services in Montego Bay for a major U.S. retail client.

Simultaneously, itel is integrating artificial intelligence into its global operating model. The company has launched a suite of in-house developed generative AI features to support a customized approach to customer experience delivery.

Strategic growth amid global CX industry challenges

Despite challenging macroeconomic conditions affecting CX providers globally, the company is actively investing in its sales team and pursuing new clients, particularly in emerging sectors with high growth potential. 

This strategic shift includes targeting rising startups and SMBs, alongside its existing roster of larger, global clients.

“We have spent the last few years building the itel brand regionally as an employer of choice across the Caribbean and Latin America, which has allowed us to recruit and expand at an impressive rate,” said Yoni Epstein, itel’s Founding Chairman & CEO.

“But we have also built brand recognition internationally, which has allowed us to attract top clients and to compete with much larger players in the CX space.”

Itel’s growing international presence

Itel’s expansion in Jamaica is part of its broader international growth strategy. The company operates in multiple countries across the Caribbean and Latin America, including The Bahamas, Saint Lucia, Guyana, Mexico, Honduras, and Colombia. Additionally, itel has established a presence in the U.S. and Canada, further solidifying its position as a major player in the global CX industry.

This expansion and client acquisition demonstrate itel’s resilience and strategic vision in a challenging market environment. As the company continues to grow its workforce and integrate cutting-edge technologies, it is well-positioned to maintain its leadership in the Caribbean CX sector while competing effectively on the global stage.