ibex and Sierra Partner to Deliver Scalable AI-First Customer Experience Solutions

IBEX is pleased to announce a strategic collaboration with Sierra aimed at the fast development of artificial intelligence-driven customer experience solutions for organizations worldwide. The collaboration will leverage IBEX’s extensive experience with customer experience processes in conjunction with Sierra’s conversational AI technology to achieve quicker, more efficient, and personalized customer engagements.

Under the collaboration agreement, IBEX will incorporate Sierra’s AI platform into its existing customer experience platform by blending technology integration, automation, and analytics to create end-to-end artificial intelligence solutions for customers. This is expected to lead to a dramatic reduction in timeframes required to implement AI-powered CX initiatives.

“We’re excited to partner with ibex to transform customer experiences at scale for top global brands,” said Eric Eyken-Sluyters, President of Field Operations at Sierra. “Our conversational AI platform helps companies build better, more personalized customer experiences. Combined with ibex’s decades of contact center expertise and deep integration capabilities, we offer companies the ability to move fast and with immediate impact.”

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“ibex is delighted to partner with Sierra, the market leader in agentic AI technology,” said Bob Dechant, CEO of ibex. “As many companies have discovered, exceptional AI for customer experience requires more than technology alone—it demands a deep understanding of the customer journey. Our partnership with Sierra combines their cutting-edge conversational AI platform for more human customer experiences with our unmatched CX expertise, decades of technology integration experience, and robust analytics. Together, we will automate customer intents seamlessly and securely, while elevating customer satisfaction and driving measurable ROI.”

Advancing AI-Driven CX with Proven Use Cases

The partnership is already demonstrating real-world impact. ibex and Sierra recently collaborated with Philippine Airlines to implement an AI-powered customer experience solution at scale. The deployment leverages Sierra’s AI voice agent technology alongside ibex’s CX strategy and integration capabilities to enhance customer support operations.

“ibex and Sierra have been top-performing partners for Philippine Airlines, and the deployment of AI voice agents is elevating our customer support to a new standard of quality and scale,” said Mac Munsayac, Vice President for Customer Experience at Philippine Airlines. “We’re deliberately phasing this rollout, and even at this early stage, the results are strong, with scalable automation and natural interactions enhancing both efficiency and the overall customer experience.”

One crucial component of the strategy is customer journey mapping to determine which touchpoints can be automated. The more routine, high-volume service requests are managed by artificial intelligence, while more complicated or confidential customer interactions are managed by human agents.

Scaling AI Across Industries

The partnership between ibex and Sierra is not limited to one implementation. Both parties are developing several AI-based CX projects in different industries due to the growing need for intelligent automation and customer engagement in enterprises.

Using journey mapping, automation powered by artificial intelligence, and continuous analysis, ibex helps businesses maximize their potential at each customer contact point. The data collected during each contact is analyzed to enhance performance and ensure brand consistency.

“Thoroughly understanding our clients’ customer journeys, workflows, and operations enables ibex to successfully deploy AI agents at any stage along their digital transformation roadmap,” added Dechant. “We then leverage robust analytics and data from every interaction to optimize journeys, drive improvements, and refine brand voice across all channels. This translates to faster deployments, better call containments and great customer experiences.”

With this partnership, ibex and Sierra are positioning themselves to lead the next phase of AI-driven customer experience transformation—helping enterprises deliver faster, smarter, and more human-centric interactions at scale.