In a bold move toward redefining the future of business process outsourcing (BPO) in the region, itel—the nation’s premier customer experience provider—unveiled its proprietary artificial intelligence platform, itelligence, during the fifth staging of Outsource2Jamaica (O2J), hosted by the Global Services Association of Jamaica.
The AI solution, developed in-house by itel’s innovation team, was designed with Caribbean linguistic nuances in mind, marking a technological first for the regional CX industry. The system’s capabilities—ranging from real-time agent performance tracking to automated sentiment analysis—drew attention from delegates across the global services spectrum, many of whom hailed it as a game-changer.
Yoni Epstein, Founding Chairman and CEO of itel, moderated a dynamic discussion on the nearshore industry’s evolving landscape. “The future of CX is intelligent, adaptive, and culturally attuned,” he asserted. “Our AI is not imported—it’s homegrown, trained with our people in mind, and engineered to elevate the performance of Caribbean-based teams on the world stage.”
While Jamaica continues to dominate the regional outsourcing market with over 50,000 professionals employed, the conversation at O2J made it clear: operational scale is no longer enough. With competition mounting globally, Epstein and other leaders emphasized the urgent need to integrate scalable, customized AI solutions to maintain relevance and drive value.
Beyond panel discussions, live demos of itelligence captivated attendees. Features such as automated quality assurance and adaptive learning modules were praised for their immediate utility in optimizing client outcomes and reducing operational inefficiencies.
This year’s conference, themed around transformation and future-proofing, served as both a rallying point and a wake-up call. As global demand for tech-enabled CX grows, Jamaica’s BPO sector must not only keep pace—but set it. Thanks to innovators like itel, the island may very well be writing the next chapter in outsourcing excellence.
