Senior Manager of Telecommunications, ibex
ibex modernizes CX operations with Bandwidth’s cloud solutions
ibex is a leading business process outsourcing (BPO) company that delivers customized solutions for clients like financial institutions and healthcare providers. They have built an international presence that spans North and Central America and Southeast Asia while expanding operations into Gulf countries, including the UAE and Saudi Arabia.
The company runs a five-tier support model that starts with their desktop service desk and escalates through specialized teams as needed. ibex’s systematic approach to issue resolution covers network and server administration, software development, and integrations.
“It’s not that all customers have to share the same platform. We are working on different kinds of platforms, and we are providing different kinds of services, just customized for their needs. That’s the ease of doing business with ibex and the kind of support we provide to our customers,” explains Mohammad Hamid, Senior Manager of Telecommunications.
At the foundation of their CX-driven operations, ibex aims to secure the best telecommunication services to ensure reliable connectivity, no matter where they are located or expanding. Their shift from traditional telephony to a cloud-based platform led them to Bandwidth.
Cutting overhead and scaling to support customers
Hamid recounted that ibex was with the same contact center platform for decades. In his experience, it was “one of the best technology providers, but it came with a hefty invoice—which actually affects the cost of doing business.” This was the most significant motivator in pursuing a cloud-based contact center.
Recognizing the need for more efficient spending, ibex switched to Genesys Cloud CX to leverage Bring Your Own Carrier with Bandwidth telephony. Connecting directly to an all-IP voice provider in the cloud eliminated dependence on conventional telephone sets from other providers. Though CCaaS licenses represent a new line item in the budget, the overall hardware cost diminishes when moving to software technologies.
ibex’s clients also felt the impact of these benefits. As operational expenses declined, the company found room to adjust its rate structure and provide excellent service at more attractive price points.
Mohammad Hamid, Senior Manager of Telecommunications
When you move to technologies such as Genesys, it brings down the cost of doing business. In turn, you can offer better rates to your clients.
Beyond improving their rates, ibex’s decision to move to the cloud with Bandwidth also factored in the demand for their accounts and offices around the globe. “The goal of my department is to acquire the best telecommunication services from different providers all over the globe—wherever we are located and wherever we are expanding to,” shared Hamid.
With more than 30 office locations across the Americas, Asia, and the Middle East, it was critical for ibex to establish a strategy that could grow with them. Their culture centers around helping their customers, which includes fostering inclusivity and diversity by supporting areas where their customers are growing.
Mohammad Hamid, Senior Manager of Telecommunications
Bandwidth offers us the diversity of expanding our business into different regions. We can get any number from anywhere in the world. We can get anywhere with the help of Bandwidth.
Taking the hassle out of number provisioning and porting
During the migration, instead of undertaking a large-scale porting operation, ibex acquired new DIDs from Bandwidth with “no complex ordering system.”
Mohammad Hamid, Senior Manager of Telecommunications
The best part is that the configuration is already in place on Bandwidth once you set up a trunk. So, all you have to do is order the numbers, configure the numbers, and you’re ready to go. It’s very easy compared to any other provider.
For the essential numbers that did require porting, the process with Bandwidth was a significant time-saver. With proper documentation and clear communication between incumbents about releasing numbers to Bandwidth, what could have been a hefty job wasn’t hectic at all.
Support that sticks around after setup
Most of the ibex team were long-time experts in their former contact center technology. Changing providers meant new specialized training sessions, new systems to architect, and new workflows for Mohammad’s team. Despite the initial challenge, Genesys and Bandwidth made for a smooth process with a strong integration and supporting documentation. Transitioning ibex’s telephony to Bandwidth was particularly well-supported, according to Hamid, from the initial proof of concept to the successful migration and long after.“”- Mohammad Hamid, Senior Manager of Telecommunications
Mohammad Hamid, Senior Manager of Telecommunications
Bandwidth’s support was very good—and not just at the beginning. Normally when you choose a carrier and go with their services, the initial POC and the setup phase are good. Then later on, we get laid-back support from our service providers, which is not the case with Bandwidth.
When issues arose, Bandwidth’s Signature customer success plan with 24/7 technical support was available even during off-hours. Tickets were answered within minutes, accompanied by a detailed analysis of the reported problem. If the hiccup was on ibex’s end, their team handled it. If it was on Bandwidth’s side, ibex provided supporting stats and logs to help isolate the issue.
The availability of self-guided support has not gone unnoticed. “One good thing that I observed was that there was documentation available on your portal and on your website that we could read through,” notes Hamid. This equipped ibex’s team to troubleshoot independently, especially during the initial Genesys implementation.
Mohammad Hamid, Senior Manager of Telecommunications
We have worked with tier-1 providers in the US for our voice services, like Lumen, AT&T, and Verizon. But we found Bandwidth pretty easy to work with, which made for a good experience. It’s one of the reasons why we went with Bandwidth.
ibex’s proven path to digital transformation
When diving into digital transformation, the ibex way is to “muddy your hands.”
Mohammad Hamid, Senior Manager of Telecommunications
Try to get into things. Try to learn more and more. Try to see how you can improve your own personal experience with different telephony platforms, service providers, and everything. Keeping up with the technology—that’s the best thing you can do to support not only your business but anything in the world these days.
Hamid also emphasized that the need for substantial technology solutions isn’t limited to the BPO industry. Every sector, from banks to government agencies, stands to gain by staying ahead of the tech curve. Companies must be prepared for many client needs—whether it’s direct integrations, SMS capabilities, fax solutions, voice services, or APIs.
As Hamid sees it, the best telecom carriers for these companies offer an extensive suite of services and introduce fresh ideas that enhance the client experience. “In the end, it all comes down to how best we can support our clients,” concludes Hamid.
Growing together: The future of ibex and Bandwidth
As ibex diversifies its client base from Fortune 500 companies in the US to new markets around the world, it doubles down on being technology-centric (because, as Hamid put it, “nobody wants to be Nokia.”) “Without new improvements and developments in technology, we cannot survive for long. We have to change with the passage of time. We have to evolve our culture,” Hamid expressed.
Looking ahead, ibex is confident that it can adapt and scale with Bandwidth as its technology partner.
Mohammad Hamid, Senior Manager of Telecommunications
It’s the kind of age where you have to grow together with your service providers. That’s why we are confident that we will have a better relationship with Bandwidth and grow business with them in the future.
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