ibex has announced a strategic partnership with Sierra to accelerate the adoption of AI-powered customer experience (CX) solutions for enterprises across multiple industries. The collaboration aims to combine advanced conversational AI technology with deep customer experience expertise to help global brands deliver faster, smarter, and more personalized customer interactions.
Under the partnership, ibex will integrate Sierra’s AI platform with its own customer experience operations, analytics capabilities, and technology integration services to build scalable AI-first CX solutions. The companies said the combined offering will enable organizations to deploy enterprise-grade AI customer support systems in weeks rather than months.
Eric Eyken-Sluyters, President of Field Operations at Sierra, highlighted that the collaboration will help businesses create highly personalized customer experiences while accelerating AI adoption at scale. He emphasized that Sierra’s conversational AI capabilities, paired with ibex’s extensive contact center and integration expertise, can help enterprises deliver immediate business impact.
Bob Dechant, CEO of ibex, stated that successful AI-driven customer experience strategies require both advanced technology and a deep understanding of customer journeys. He noted that the partnership will enable businesses to automate customer interactions securely while improving customer satisfaction, operational efficiency, and return on investment.
The partnership has already demonstrated early success through a deployment with Philippine Airlines, where AI-powered voice agents were introduced to enhance customer support operations. According to Mac Munsayac, Vice President for Customer Experience at Philippine Airlines, the phased rollout is already delivering strong results through scalable automation and more natural customer interactions.
ibex explained that its approach focuses on identifying repetitive and high-volume customer service tasks suitable for AI automation, while routing more complex issues to human agents. The company believes this balance between AI and human support is critical for improving customer retention, customer satisfaction, and long-term operational performance.
As demand for AI-powered customer engagement continues to rise globally, ibex and Sierra are expanding deployments across industries to help organizations accelerate their digital transformation initiatives with intelligent, scalable CX solutions.
