Winnipeg, MB – October 28, 2024 –  IntouchCX, a global leader in contact center and technology solutions, has been recognized as a Major Contender in Everest Group’s Customer Experience Management (CXM) Americas PEAK Matrix® Assessment 2024.

This is the second consecutive year IntouchCX participated in the PEAK® Matrix Assessment, and the second time the Company was listed as a Major Contender. 

IntouchCX rated high in both market impact – measured by revenue, number of clients, and year-over-year growth – and vision and capability – measured by innovation and technology, scale of operations, scope, delivery footprint, and buyer satisfaction.

“As the industry evolves, these recognitions affirm our strategy and highlight the immense potential for our platform to grow and thrive,” said Mitul Kotecha, Co-CEO of IntouchCX. “We are committed to being a trusted advisor to our clients, pushing boundaries, embracing transformation, and leveraging AI to deliver both foundational performance and continuous improvement, all while embracing the power of geographical diversity.”

Additional strengths outlined by Everest Group in the 2024 report include:

• Acquiring Beliveo to expand the Company’s footprint into Mexico, adding to a well-balanced shoring mix with sites in the United States, Canada, Latin America, Egypt, Greece, India, Malaysia, and the Philippines
• Developed partnerships with innovative technology leaders to bolster its offerings in AI and automation
• Showcasing expertise in customer experience (CX) services such as inbound sales services, order fulfillment, and technical support
• Supporting a wide variety of client sizes through varied models to leverage appropriate digital CX solutions

“With its comprehensive suite of proprietary automation solutions, flexible pricing models, and a robust partner ecosystem, IntouchCX is positioned for significant growth in the region,” said Sharang Sharma, Vice President at Everest Group. “The acquisition of Believo and expanded capabilities in Mexico, and its increased presence in key industries such as media and technology helped identify IntouchCX as a Major Contender.”

IntouchCX was recognized in July as a Major Contender in Everest Group’s Conversational AI PEAK Matrix® Assessment 2024 for IntouchAI, its suite of AI-enabled solutions for all stages of the customer and agent journey. 

“Looking ahead, we see significant opportunities to expand into existing verticals and explore untapped segments,” said Shane Kozlowich, Co-CEO of IntouchCX. “Beyond CXM, areas like Trust & Safety and Back Office solutions offer exciting growth prospects, and with our reputation as a results-oriented partner, we are well-positioned to capitalize on these opportunities.”

Everest Group’s PEAK Matrix® is a proprietary framework for assessing the relative market success and overall capability of tech and tech service providers based on performance, experiences, ability, and knowledge. Each service and technology provider is measured on both market impact and vision and capability.

About Everest Group

Everest Group is a leading research firm helping business leaders make confident decisions. We guide clients through today’s market challenges and strengthen their strategies by applying contextualized problem-solving to their unique situations. This drives maximized operational and financial performance and transformative experiences. Our deep expertise and tenacious research focused on technology, business processes, and engineering through the lenses of talent, sustainability, and sourcing delivers precise and action-oriented guidance. Find further details and in-depth content at www.everestgrp.com. 

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, technology, and AI and automation solutions. We set a new standard by immersing ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us, visit intouchcx.com.

Media Contact:

Stephanie Suarez
Director, Communications
IntouchCX
stephanie.suarez@intouchcx.com