itel named top performer in Everest CXM assessment
MONTEGO BAY, JAMAICA — Caribbean-based Business Process Outsourcing (BPO) firm itel recently earned the titles of Star Performer and Top Aspirant in Everest Group’s 2023 Customer Experience Management (CXM) Services PEAK Matrix Assessment.
In just a year after entering the Aspirant category, itel showcased impressive market growth, advancing in both revenue and tech investments. Even amid 2022’s industry hurdles, this progress saw itel outpacing six of its Aspirant peers and securing the Star Performer accolade — a distinction for top-tier firms with consistent growth.
The company’s formidable growth trajectory and rapid advancement in key capabilities — such as revenue generation and technology investments — have contributed to itel earning the Star Performer designation.
In a statement recognizing these achievements, itel credited its success to its forward-thinking operational model, adoption of artificial intelligence (AI) and automation, and state-of-the-art CX technologies.
itel’s operations stretch across the Caribbean, Latin America, and the U.S., and its focus on innovation has marked them as a significant player in the global CX arena.
The Everest PEAK Matrix assesses 54 global CXM providers to provide vital business insights based on market impact and service delivery quality. Notably, TDCX was also recognized as a Star Performer and Major Contender in the Asia Pacific by Everest Group in the same assessment.
