ibex and Sierra combine conversational AI, analytics, and CX expertise to deliver scalable AI-powered customer experiences across enterprise support operations.
Ibex and Sierra have announced a strategic partnership to deliver AI-first customer experiences at scale across multiple industries.
The collaboration combines Sierra’s conversational AI platform with ibex’s customer experience expertise, analytics capabilities, and technology integration services to help enterprises deploy AI-powered customer support solutions more rapidly.
According to the companies, the partnership is designed to enable organisations to deploy end-to-end AI-powered customer experience solutions in weeks rather than months.
“We’re excited to partner with ibex to transform customer experiences at scale for top global brands. Our conversational AI platform helps companies build better, more personalised customer experiences. Combined with ibex’s decades of contact centre expertise and deep integration capabilities, we offer companies the ability to move fast and with immediate impact,” said Eric Eyken-Sluyters, President of Field Operations, Sierra.
“ibex is delighted to partner with Sierra, the market leader in agentic AI technology. 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,” said Bob Dechant, Chief Executive Officer, ibex.
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Proven AI for Customer Experience Solutions
ibex and Sierra recently collaborated with Philippine Airlines to deploy AI-driven customer experience capabilities using Sierra’s AI voice agent technology alongside ibex’s CX expertise and IT integration services.
“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. 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,” said Mac Munsayac, Vice President for Customer Experience, Philippine Airlines.
ibex said it maps customer journeys to determine which interactions should be automated with AI while routing more complex issues to human agents.
The company stated that this approach is designed to improve customer satisfaction, increase retention, and generate measurable operational returns.
Scaling AI-First Customer Experiences
ibex and Sierra are currently collaborating on multiple AI implementations across industries including retail, ecommerce, healthcare, fintech, utilities, technology, and logistics.
The companies said growing enterprise demand is accelerating the adoption of AI-powered customer support and automation capabilities.
“Thoroughly understanding our clients’ customer journeys, workflows, and operations enables ibex to successfully deploy AI agents at any stage along their digital transformation roadmap. We then leverage robust analytics and data from every interaction to optimise journeys, drive improvements, and refine brand voice across all channels. This translates to faster deployments, better call containments and great customer experiences,” said Dechant.
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