ibex CIO Jim Ferrato to retire after 9 years
WASHINGTON, UNITED STATES — Business process outsourcing firm ibex has announced that Chief Information Officer Jim Ferrato will retire on June 30, 2024.
Ferrato assumed the CIO role in December 2015 and has significantly contributed to ibex’s achievements during his tenure.
Ferrato’s milestones with ibex
He spearheaded the development of the award-winning BPO 2.0 technology platform and managed the onboarding of thousands of remote employees during the COVID-19 pandemic.
Bob Dechant, ibex’s CEO, expressed gratitude for Ferrato’s dedication and accomplishments, stating, “From the moment Jim took charge as our CIO, he has led with expertise, foresight, and determination, never losing sight of our mission to revolutionize customer experiences.
Under Ferrato’s tech leadership, ibex has earned numerous awards, including the 2024 Artificial Intelligence Excellence Award and consecutive Contact Center Technology Awards from 2022-2024.
Beyond the numerous accolades, Ferrato leaves behind a robust roadmap for future innovation and a revolutionary Wave iX solutions suite that harnesses Generative AI to optimize every customer interaction.
Wave iX: ibex’s AI-powered CX suite
It was also during Ferrato’s leadership when ibex created the groundbreaking Wave iX, an all-in-one artificial intelligence (AI)-powered solution suite to enhance the customer (CX) and employee experience (EX).
It leverages Generative AI to deliver hyper-personalized and intelligent customer interactions across all channels, boosting revenue. It aids organizations in being more productive and cost-efficient and places the customer at the center of services.
The Wave iX Customer Interactions Suite is equipped with the latest GenAI technology. Highly customizable, the platform also has advanced natural language processing (NLP) features.
Also, the CX Insights Suite boasts a real-time analysis, quality assurance, and action feature.
Finally, The Agent Performance Suite includes key features such as AI conversational assistance, coaching and optimization, and real-time language translation, among others.
With over 30,000 employees and cutting-edge solutions like Wave iX, ibex manages nearly 200 million customer interactions annually, generating $2.2 billion in revenue.
