Casablanca, Morocco – December 11, 2024 – In the latest Frost & Sullivan's Customer Experience Management Radar 2024 report, Intelcia has been listed as one of the top customer experience management (CXM) providers in Europe. The report highlights Intelcia as the only provider to achieve year-over-year improvement on the Innovation Index, reinforcing its status as a leading force in the European CXM market.

“Receiving recognition as a CX leader by Frost & Sullivan underscores our unwavering commitment to innovation, customer-focused solutions, and the outstanding efforts of our teams. This accomplishment inspires us to continue setting new standards of excellence in customer experience, solidifying our position as a trusted partner for clients, and consistently delivering exceptional service", states Youssef El Aoufir, Intelcia Deputy CEO.

Frost & Sullivan conducted an independent evaluation of over 250 global market players, identifying the top 17 in its Frost Radar™ Customer Experience Management Europe report. The Frost Radar™ methodology evaluates companies using two key axes:

• Growth Index: Measuring growth performance and record of accomplishment across five criteria: market share, revenue growth, growth pipeline, vision, and sales and marketing.
• Innovation Index: Assessing innovation capabilities based on five factors: scalability, R&D, product portfolio, megatrends leverage, and customer alignment.

Intelcia achieved high scores on both axes, with Frost & Sullivan highlighting the following achievements:

Innovation

• Intelcia thrives on innovation in its business practices and technology, delivering exceptional expertise in multichannel CXM services, IT solutions, business process outsourcing, and a rapidly expanding technology innovation-consulting arm, Evoluciona.
• AI-powered CX Solutions: Intelcia implemented over 100 AI use cases in 2023 through its U&AI platform, driving innovation in CX management.
• Operationalized Innovation: The company enhanced contact center operations by introducing best practices for employee engagement, training, and people management.
• AI-Assisted Co-Pilots: In the past year, Intelcia deployed AI co-pilots for 2,500 agents, supporting over 2 million interactions.

Growth

• Organic Expansion: Ranking 6th in Europe on the Growth Index, Intelcia achieved this milestone primarily through organic growth, unlike many competitors relying on mergers and acquisitions.
• Top Player Status: Despite operating in a limited number of European geographies, Intelcia has solidified its position as a leading CXM provider in the region.

“Intelcia is leveraging innovation in AI, automation, and in its own business execution to fuel its customer experience management success in Europe. Its robust and diverse services portfolio should help Intelcia continue to build on this success,” said Bernardin Arnason, Industry Principal, ICT, Frost & Sullivan.
 

About Intelcia

Intelcia is a global outsourcing player that has been supporting its clients for 24 years in outsourcing their operations by combining talent, technology, and processes to deliver tailored services and internationally benchmarked expertise. To enable its clients to focus on their core challenges and business activities, Intelcia offers a comprehensive range of Onshore, Nearshore, and Offshore solutions across four key areas: Multichannel CX Solutions, Business Processes, IT Solutions, and Innovative & Consulting Solutions through its dedicated entity Evoluciona. With a presence in Europe, Africa, and the Americas across 19 countries, the Group employs 40,000 people across 88 sites. Its 2023 revenue amounted to €734 million.