ibex and TPG Unveil Strategic Partnership to Deliver AI-Powered Quality Automation
19 10월 2023 - 10:00PM
ibex (NASDAQ: IBEX), a leading global provider of business process
outsourcing (BPO) and customer engagement technology solutions, and
TPG Inc., a leading provider of customer experience (CX) analysis
services and solutions, today announced a new partnership to
integrate Anna®, TPG’s revolutionary artificial intelligence (AI)
communications assessment platform, into ibex’s award-winning Wave
X platform to deliver next-generation quality automation, customer
experience optimization and greater agent performance.
Anna analyzes communications with speed, sophistication, and
scalability and can evaluate up to 15,000 percent more interactions
than a human analyst at similar accuracy rates.
“We are excited to team up with TPG to deliver cutting-edge
AI-based quality automation for our clients,” said ibex CIO Jim
Ferrato. “This partnership is a game-changer, enabling ibex to
enhance agent performance, drive greater customer satisfaction and
optimize customer interactions. With TPG’s Anna, we can now analyze
every customer call and chat to deliver extraordinary insights and
unparalleled solutions for our clients.”
ibex’s Wave X offering includes Business Intelligence services,
Customer Journey Mapping, Value Stream Mapping, and Customer
Complexity Analysis.
“TPG is delighted to partner with ibex to leverage Anna’s 25
years and 180 million interactions worth of accumulated knowledge
measuring sentiment and resolution from the customer’s perspective
to deliver actionable insights and solutions,” said Lisa DeFalco,
the founder and CEO of TPG. “This partnership will revolutionize
the CX world. Combining ibex’s industry-leading solutions with
Anna’s ability to provide rich data and valuable customer insights
will enable business to take meaningful action quickly and at
scale.”
ibex is redefining the future of customer and brand interactions
through the seamless integration of world-class contact center
services and AI-enabled technologies. Driving innovation through
technology partnerships is an essential component of its strategy
to usher in the next generation of customer and employee
experiences. This partnership with TPG is another exciting
milestone in executing that strategy.
About TPG, Inc.
TPG delivers intelligent customer experience solutions through
AI-based analysis backed by 25 years of customer interaction
insights. With capabilities ranging from acquisition to risk
management, TPG helps our clients develop deeper customer
connections, resolution, and loyalty with customers and prospects.
TPG has offered customer experience (CX) solutions to Fortune 500
clients for over two decades. In 1996, TPG became the first
dedicated professional services firm to provide independent quality
assurance services to measure contact center customer experience.
TPG has advanced CX insights by blending AI and human intelligence
together while leveraging 25 years of proprietary interaction
knowledge. To learn more, visit TPG at tpginc.com or LinkedIn.
About ibex
ibex delivers innovative business process outsourcing (BPO),
smart digital marketing, online acquisition technology, and
end-to-end customer engagement solutions to help companies acquire,
engage, and retain valuable customers. Today, ibex operates a
global CX delivery center model consisting of 31 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
together with industry-leading technology, including its Wave X
platform, to manage nearly 200 million critical customer
interactions, adding over $2.2B in lifetime customer revenue each
year and driving a truly differentiated customer experience. To
learn more, visit our website at ibex.co and connect with us on
LinkedIn.
Media Contact:Dan
BurrisibexDaniel.Burris@ibex.co
Investor Contact:Michael
DarwalibexMichael.Darwal@ibex.co
A photo accompanying this announcement is available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/4a5655e8-cd9a-486a-9a7c-22929c7aafcb
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