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Summary

Among the wide swath of midsize contact center outsourcing vendors, IBEX Global is looking to improve its visibility in a very crowded market. Ovum believes that following the appointment of a new CEO a few months ago, coupled with a strong and experienced executive team, the firm is ready to assert itself anew. IBEX increased its revenues impressively in FY2015 and is now poised to drive further growth through new delivery centers in cutting-edge, largely untapped locations in the Americas, Africa, and Asia.

IBEX Global has the pieces in place to grow its market presence

At a recent analyst information session hosted by IBEX Global for Ovum analysts, one of the first and most striking aspects of the firm was the experienced team of individuals around the table running its operations. The recent recruitment of industry veteran Bob Dechant as CEO (who brings experience from Qualfon, Convergys, and Stream Global Services) was a very wise move for a firm that is focused on building awareness among prospective clients, industry watchers, and competitors. The same can be said for the rest of IBEX Global's management committee, which is also rich with experience from time spent with both outsourcers and in-house contact center management. Its financial performance is also likely to build confidence among prospective customers. At the end of its 2015 financial year (end of June), IBEX Global's revenues stood at $230m, a jump of 30% from the previous period. This level of expansion is rarely seen in the outsourced contact center space.

Ovum was also encouraged by the willingness of IBEX Global to expand its geographic footprint to incorporate nearshore delivery. The firm's decision to open delivery centers in Jamaica and Nicaragua (two of the more proven locations in the American nearshore) is a wise one and will assist greatly in driving business from US enterprises interested in leveraging more cost-effective sites for customer service delivery. But equally if not more intriguing is what IBEX will do with two of its more cutting-edge operations, those based in Senegal and Pakistan. In the case of the former, Ovum continues to believe that there is a real opportunity to balance out North African French language delivery with new francophone sites (especially given concerns around public security following the terrorist attacks in Tunisia earlier this year). As for Pakistan, while not yet at the top of enterprise contact center managers' list of preferred offshoring locations due primarily to lingering concerns around public security, the value that its workforce brings to the table both in terms of quality and English language skills cannot be underestimated.

In the future, positioning value-add services associated with data management and analytics will be important for IBEX Global, as a complement to its strengths in leadership, ongoing diversification of delivery locations, and financial standing. By tying these elements together, IBEX has the potential to emerge as a larger competitive presence in the contact center services space.

Appendix

Author

Peter Ryan, Principal Analyst, IT Services

peter.ryan@ovum.com

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