Services, CX & BPO

Business Process Outsourcing, Customer Contact & Shared Services in Latin America & The Caribbean

Diane Edwards Now Leading The Professional Services Unit at MSBM Consulting

After a successful tenure at Jamaica's JAMPRO IPA, Diane Edwards tapped to Lead MSBM’s Professional Services Unit

Ascensos Expands Contact Center Operations Across Atlantic to Trinidad & Tobago

Ascensos expects to grow to 300 seats in its Port of Spain operations.

Former Intern Shullette Cox Appointed President of Jampro, Jamaica’s Investment Promotion Agency

Cox, who started 20 years ago at JAMPRO as an intern, was first appointed acting president on January 2, 2023 and led the JAMPRO team that supported the recent Ministerial Mission to Guyana.

Jamaica Based Itel Highlighted in Everest Group Peak Matrix Analysis of Top CX Outsourcers

Itel received its first-ever placement in the report as an "Aspirant" next to 36 other competitors, including long-standing global players.

Outsourcer Glowtouch Bets Big On The Dominican Republic – Not Just For CX, But IT Talent As Well

...So our goal is to have an additional…at least two more locations in other nearshore geographies and we are continuing to evaluate other nearshore locations.

Interview: Language Transfer Makes Learning A New Language Accessible To Everyone

What would you do with a new language?” It's a huge key to that next step in your life, whatever that step might be.

Digicel Builds Subsea Cable, Improving Connectivity In Southern Caribbean

The cable will connect French Guiana, Suriname, Guyana and Trinidad & Tobago, with the capability to connect offshore oil and gas rigs in the area.

Costa Rica To Host In-Person Refriamericas Expo & Congress November 10,11

The event will be held jointly with SolarTec Americas, the expo for the integration of solar energy systems and TecnoEdificios, the expo for the Facility Management industry.

itel Grows Its Caribbean Base With 1,750 New Employees

Even during the pandemic, Itel expanded through new locations, launching its Work from Home operations in Canada and continuing to grow in the Caribbean.

ibex Expands Into Honduras, Partnering WIth Altia Smart City For BPO Facility

ibex is expected to hire more than 400 people in the next month to open and operate the new Honduras delivery center, with plans to grow the facility and its employee base to over 2,000 employees in the next two years.

US Trade Department Releases IT Industry Opportunity Guide For Central America & The Caribbean

The resource guide profiles critical information for the 17 activities, including implementation timelines, costs and financing, export opportunities for U.S. firms, and contact information for the project sponsors.

Teleperformance Named 2021 Latin American Company of the Year

Teleperformance Applauded by Frost & Sullivan for its Strong Growth, Vison and Operational Practices in the Latin American Nearshore Customer Experience Outsourcing Market

Nearshore Software Outsourcer Gorilla Logic Acquires Modernist Studio

With 700+ employees throughout Colombia, Costa Rica, and the United States, Gorilla Logic says it will partner with the team at Modernist Studio to offer a more holistic experience to their clients.

New Book From The Editors Of Finance Americas – Doing Business In The Bahamas: The Bahamas as a Nearshore Business, Operations & Investment Destination

The Bahamas deserves close consideration for specialty & high value BPO and nearshore service delivery site selection, as well as consideration by remote worker professionals, digital nomads, and lifestyle entrepreneurs. This new book provides valuable information.

Ibex Bets On Jamaica With 5th Contact Center Facility In 5 Years

With the opening of this new campus, ibex now has a total of more than 5,000 seats in Jamaica across its five facilities in Ocho Rios, Portmore, and Kingston.

itel Acquires Emerge BPO, Expanding its Geographic Footprint into Guyana and Honduras

itel is acquiring Emerge BPO, marking the 2nd acquisition in the last 5-years for the Caribbean customer experience delivery partner. Through the acquisition, itel will gain new operations in Guyana, Honduras and a work-at-home network in the US

5G Americas, GSMA & CANTO to co-host Virtual 5G Caribbean Summit During MWC 2021

The global scope of digital transformation is influencing and shaping the pathways for technological innovation in the Caribbean,” said José Otero

Sitel To Acquire Sykes, Creating A Global CX BPO Contender

Both Sykes and Sitel have a strong presence in Latin America & The Caribbean. The merger will make the combined company an even more dominant player around the world, with the technology to compete with the largest global CX BPOs.

Newly Rebranded, Jamaica-based itel Expanding Into Honduras, Guyana, Colombia

itel's latest investment in Jamaica, a 90,000 sq. ft. facility located in Kingston will be home to 1,500 on-site employees and manage a network of work-at-home agents, once it opens this fall.

Join Avasant & Unisys Next Week To DIscuss The Future Of Work

Avasant and Unisys are pleased to invite you to the LATAM Digital Forum, "Transforming Your Enterprise for the Future of Work." This session will be taking place on Wednesday, June 16th at 8:00 AM PDT | 10:00 AM CDT.

JAMPRO Wins Top Accolades In Stevie Awards

JAMPRO won gold in the “Sales Process of the Year” category, and Diane Edwards (above), the agency’s president, also won gold as “Business Development Executive of the Year.” Edwards also won silver in the “Woman of the Year in Sales” category.

itelbpo To Inaugurate First Two COVID-Designed BPO Facilities In The Caribbean

The modern building will open in Kingston in June of this year while itelbpo’s facility in Saint Lucia will be upgraded this month with a second building and outdoor dining and recreation area, both designed and built around COVID safety protocols and requirements.

Ibex Lauded As Frost & Sullivan’s 2020 Central America & Caribbean Company Of The Year

Frost & Sullivan recognizes ibex with the 2020 Central America and Caribbean Company of the Year Award for leading its client-partners in the new digital economy; leveraging agile technology platforms and dynamic operational strategies to offer scalable, flexible, and tailored experiences.

Pressured By Coronavirus Pandemic, August PriceSmart Sales Flat

PriceSmart, Inc. (NASDAQ: PSMT) announced that for the month ...

Ibex Limited Launches Initial Public Offering, Listed On NASDAQ

CX Outsourcer IBEX Limited today announced the pricing of its initial public offering of 4,761,905 common shares at a price of $19.00 per share.

Jamaican Outsourcer itelBPO Continues Expansion, Making Canada Its 6th Nationality & Second New Country In 2020

itelBPO Expands Into Canada With New Francophone Telework Capabilities

Alorica Announces Full Salaries Will Be Paid For Employees Infected With COVID-19 Coronavirus

Alorica has reconfirmed that there will be payment of full salaries for all team members who have tested positive for COVID-19 for the duration of their sick leave.

Statement From Alorica In Response To Finance Americas Articles On Jamaica COVID-19 Infections

It is with great concern and sadness that the management of Alorica acknowledges that members of our Alorica team at our Portmore, St. Catherine facility have tested positive for the SARS-CoV-2 (COVID-19) Virus.

Update: Almost Half of 125 Coronavirus Cases In Jamaica Linked To Alorica

Jamaica now has 125 cases of Coronavirus COVID-19 infections, up from 73 cases just 48 hours ago. There are now 52 cases that the health ministry attributes to an Alorica contact center in the Kingston suburb of Portmore.

31 of 32 New Coronavirus Cases In Jamaica Linked To Alorica Call Center, Government Announces Criminal Investigation

Jamaica's Prime Minister Andrew Holness has asked police & health officials to investigate circumstances regarding the Coronavirus outbreak at Alorica, and to bring any appropriate charges.

PriceSmart Sees Sales Surge Almost 20% In March, Postpones New Jamaica, Colombia, Costa Rica Stores, To Launch Online Shopping & Delivery Option

International warehouse club operator PriceSmart announced that for the month of March 2020 net merchandise sales increased 17.1% to $306.1 million USD in the midst of the Coronavirus COVID-19 Pandemic.

IAOP Launches Impact Sourcing Champions Index

IAOP, the International Association of Outsourcing Professionals today announced the launch of its Impact Sourcing Champions Index, IAOP's inaugural list of companies that have distinguished themselves as trailblazers in impact sourcing.

Work From Home Programs Deserve A New Look In Light Of Coronavirus Pandemic

Smart enterprises have already deployed telework and work-from-home strategies. With the coronavirus pandemic and travel bans, now is the time for less proactive companies to catch up...and fast! Some of the most knowledgeable experts in business share their insights.

Ibex Rewards 2 Jamaican Contact Center Employees With New Cars

Ibex Digital, a unit of Ibex Global held an event to reward two top performing employees with a car giveaway drawing called “This is How We Roll” last Wednesday, with winners selected randomly from over 850 tickets. The two winners of the cars are Ibex agent Mounirah Alexander and team manager Karissa Chambers-Barker.

Unisys Consolidates Americas Operations, To Sell US Federal Business To SAIC

Unisys Corporation (NYSE: UIS) has announced a consolidation of its Enterprise Solutions United States & Canada (US&C) and Latin America regions into a new Americas region.

Frost & Sullivan Recognizes Almaviva For Latam Contact Center Leadership

Based on its recent analysis of the Latin American contact center outsourcing services market, Frost & Sullivan has recognized Almaviva with the 2020 Latin American Competitive Strategy Innovation and Leadership Award for its emphasis on service improvements.

Everest Group Names TCS Healthcare Payer Digital Services Leader, Star Performer

Tata Consultancy Services (BSE: 532540, NYSE: TCS) has been ...

IAOP Announces 2020 Leadership Hall of Fame Inductees Peter Bendor-Samuel & Suzanne Leopoldi-Nichols

IAOP, the International Association of Outsourcing Professionals last week announced Peter Bendor-Samuel, Founder and CEO, Everest Group, and Suzanne Leopoldi-Nichols, President, Global Business Services, UPS, will be inducted into its Leadership Hall of Fame.

Colombia Wins 1,000 Job Shared Services Expansion By Swiss-Based LafargeHolcim