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Knightfox Serves as Strategic AI Expert Behind itelligence® Contact Center Platform Launched by itel

October 15, 2024 – Kingston, Jamaica – Knightfox, a tech consulting firm specialising in AI and workflow automation, provided strategic expertise and advisory services to itel, the largest Caribbean-born business process outsourcer (BPO), who has officially launched its groundbreaking AI-driven platform, itelligence®. The platform is designed to revolutionise contact center operations, enhancing agent performance, improving customer satisfaction, and driving operational efficiency on a global scale.

The launch event, hosted at itel’s state-of-the-art Kingston facility, brought together media, business leaders, and government representatives to showcase how AI is poised to reshape the BPO landscape. Knightfox’s CEO, Egbert von Frankenberg, participated as an official expert on the panel discussion, sharing the kudos with itel’s CEO, Yoni Epstein, CD and CTO, Duane Williams. 

In an address to the audience, Epstein highlighted the platform’s potential to propel the company forward. “AI is not replacing jobs; it’s empowering the people who use it. The itelligence® platform allows us to evolve and lead in customer service and operational efficiency,” said Epstein. He credited the in-house development of the platform as a key differentiator thanking Knightfox for their critical role in the process. “The support from Knightfox was instrumental in realising our vision for the itelligence® platform,” said Epstein. “Their expertise in AI strategy and automation has allowed us to build a platform that meets today’s demands and positions us for the future.”

Knightfox has spent the last year working closely with itel’s CTO and Digital Services team with it’s CEO taking the lead on expertly guiding the development of the itelligence® platform. “Our team at Knightfox is proud to have been a key part of this transformative project. The platform’s ability to analyse 100% of calls in real time sets a new industry standard, enabling agents to receive instant feedback and deliver faster, more accurate customer service,” von Frankenberg explained.

The platform supports itel’s concept of the “super agent,” where human agents, supported by AI, are able to handle more complex tasks while improving service speed and quality. Duane Williams, itel’s CTO, explained, “The super agent is the future of customer service, using AI to reduce repetitive tasks and focus on high-value customer interactions.”

von Frankenberg further emphasised the platform’s advantage in understanding and accurately transcribing Caribbean accents, setting itelligence® apart from global competitors and offering unique value to clients in the region.

von Frankenberg, who is also Chairman of the Global Services Skills Board, commented on the platform’s broader impact: “AI is transforming the workforce by creating opportunities for career development, not just jobs. The itelligence® platform is at the forefront of that shift, making this an exciting time to enter the industry.”

The itelligence® platform is already transforming itel’s operations and will be a key driver of its future growth, offering scalable solutions to meet the needs of clients worldwide. As itel looks to expand the platform with AI-powered virtual agents and voice-enabled modules that will handle customer interactions autonomously, Knightfox will continue to play a lead role enabling the contact center in providing faster, more efficient service.

For further inquiries, please contact:

Mona M’Barkiou

Chief Analyst, Knightfox

Email: mona@knightfoxapps.com