Ibex brings AI customer experience solutions to governments worldwide

WASHINGTON, UNITED STATES — Ibex, a global business process outsourcing provider, announced its strategic expansion into the government sector, offering AI-powered customer experience solutions to federal, state, and local agencies worldwide. 

Meeting citizen demands for digital government

With over 30 operations facilities globally, ibex is leveraging its extensive international footprint to help government agencies meet evolving citizen expectations. The company’s expansion comes as governments worldwide face pressure to modernize their citizen engagement capabilities.

“With increased focus on driving efficiency and cost reduction in all areas of its supply chain, the government sector can greatly benefit by partnering with business process outsourcers to transform their call center operations, reduce response time for citizens, and deliver service excellence at scale,” said Bob Dechant, CEO of ibex.

The shift reflects a broader global trend where citizens increasingly expect government services to match the quality of private sector digital interactions. 

“Now that many citizens are experiencing high-quality, AI-driven interactions in the private sector, they have come to expect the same level of service from government,” Dechant added.

Wave iX platform delivers omnichannel, compliant AI

Central to ibex’s government strategy is its Wave iX AI solutions platform, which delivers omnichannel support across voice, chat, email, and social media. The platform’s compliance with HIPAA, SOC 2, and PCI standards positions it for deployment across various international regulatory environments.

“Today’s citizens demand seamless, responsive interactions—whether they are applying for benefits, accessing public services, or seeking information,” said Thomas Cannon, Vice President of Business Development at ibex. 

The timing of the ibex’s government sector push aligns with global budget constraints facing public agencies, creating opportunities for cost-effective outsourcing solutions. With operations spanning multiple continents, ibex is positioned to serve government clients across diverse time zones and languages, potentially accelerating the adoption of AI-powered citizen services on a global scale.

Ibex recently ranked #53 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.