ibex, a leader in business process outsourcing (BPO) and AI-powered customer engagement technology, has announced a strategic partnership with Parloa, a provider of generative AI automation solutions. This collaboration will leverage Parloa’s AI Agent Management Platform (AMP) within the ibex Wave iX solutions suite, specifically targeting clients in North America.
Transforming Customer Experience
ibex’s CEO, Bob Dechant, expressed enthusiasm about the partnership, highlighting its potential to revolutionize customer experience (CX). He stated, “ibex is excited to partner with Parloa to leverage cutting-edge GenAI to transform the world of customer experience.” This strategic alliance combines Parloa’s advanced generative AI automation with ibex’s robust Wave iX solutions suite, extensive BPO expertise, and deep customer insights.
Parloa’s GenAI Technology
Parloa’s AI Agent Management Platform is engineered to support dynamic and autonomous personal agents capable of engaging in natural and interactive customer conversations. Malte Kosub, CEO and Co-founder of Parloa, commented on the collaboration: “We’re enabling brands to deliver more personalized and efficient customer interactions, enhancing both the customer and agent experience.”
ibex Wave iX Solutions Suite
ibex adopts a solutions-driven approach to meet specific business needs and drive transformative outcomes in customer experience. The Wave iX suite comprises three key solution sets:
- AgentAI: Enhancing agent capabilities through AI-powered tools.
- CustomerAI: Delivering personalized customer interactions.
- InsightsAI: Providing actionable insights for informed decision-making.
By integrating Parloa’s generative AI technology into these solutions, ibex aims to deliver authentic digital transformation and advanced self-service options tailored to businesses of all sizes.
The partnership between ibex and Parloa signifies a major advancement in leveraging generative AI to enhance customer engagement. With this collaboration, both companies are poised to set new standards in the BPO and customer experience sectors, providing brands with the tools needed to navigate their digital journeys effectively.