New Partners ibex and Parloa Team Up for Improved AI Customer Engagement

It has been estimated that between 50-70% of customer calls currently go through a business process outsourcing (BPO) organization, i.e. a company that operates a call center on behalf of a client business. There are significant advantages to using a BPO (including, of course, major cost-saving opportunities). Another advantage is that BPO orgs tend to have more advanced technologies in place to better cultivate customer relationships, smoothing out operational challenges.

And increasingly, artificial intelligence (AI) is becoming a larger part of these advanced technologies.

Business process outsourcing company ibex, which also offers an AI-powered customer engagement solution, recently announced its strategic partnership with Parloa, a provider of generative AI (GenAI) automation solutions. According to the terms of the partnership, ibex plans to leverage Parloa’s AI Agent Management Platform (AMP) as part of the ibex Wave iX solutions suite for clients in North America. ibex Wave iX, which includes three key solution sets — AgentAI, CustomerAI and InsightsAI — uses GenAI technology to deliver digital transformation and advanced customer-facing self-service options to businesses of all sizes at every stage of their digital journey.

“ibex is excited to partner with Parloa to leverage cutting-edge GenAI to transform the world of customer experience (CX),” said ibex CEO Bob Dechant in a statement. “This strategic partnership unites Parloa’s industry-leading genAI automation for CX with ibex’s ground-breaking Wave iX solutions suite, unmatched BPO expertise, and deep customer insights to deliver the most advanced AI and agent-assisted CX solutions, ever.”

Parloa’s GenAI-powered AMP platform was created to support fully dynamic and autonomous AI-based personal agents that are able to engage in more natural customer interactions.

“We are excited to partner with ibex to bring generative AI to customer engagement at scale,” added Malte Kosub, CEO and co-founder of Parloa. “By combining our GenAI-based technology with ibex’s expertise, we’re enabling brands to deliver more personalized and efficient customer interactions, enhancing both the customer and agent experience.”