ISON Xperiences

iSON Xperiences is a global customer experience (CX) management and business process outsourcing (BPO) provider with headquarters in Dubai, UAE. The company was founded in 2011, initially launching operations in six African countries and India with a focus on call center services for the telecommunications sector. It is a subsidiary of the iSON Group, which was founded in 2010 by Ramesh Awtaney. Awtaney, an entrepreneur with a background in engineering and international trade, previously held leadership roles at IBM, Ericsson, and ABB.

The company serves a diverse client base across industries including telecommunications, banking and financial services (BFSI), retail, government, aviation, and e-commerce. Its business model is centered on providing end-to-end customer lifecycle management through a combination of human teams and technology-driven solutions. This includes customer acquisition, retention, omnichannel management, business process as a service (BPaaS) on a pay-per-use model, debt collection, and quality management. Digital services are a key component of their offering, incorporating artificial intelligence, speech and voice analytics, robotic process automation (RPA), and data analytics to enhance customer journeys and operational efficiency. The firm operates on a global delivery model, with onshore, nearshore, and offshore capabilities to meet varying client needs.

Since its inception, iSON Xperiences has expanded significantly. It now operates across 19 countries with 36 delivery centers, employing over 18,000 people who handle more than 50 million customer transactions monthly in over 40 languages. In October 2021, the company acquired Altron People Solutions, strengthening its presence in South Africa. In October 2023, private equity firms AfricInvest and Verod Capital acquired a majority stake in the company to support its next growth phase, focusing on service diversification and market expansion. In June 2024, Pravin Kumar, who had been the Global CEO since 2011, transitioned to the role of Vice-Chairman of the Board, with Vitul Kwatra appointed as the new Global CEO.

Keywords: customer experience management, business process outsourcing, BPO, CXM, omnichannel support, contact center services, digital transformation, customer acquisition, debt collection, business process as a service, BPaaS, data analytics, robotic process automation, IT services, managed services, global delivery model, Africa, India, Middle East, customer support solutions