Core Insights - The survey indicates a strong commitment to integrating AI technologies in customer experience (CX) operations, with 81% of global CX executives planning to deploy AI in their contact centers in 2025 [1][8] - There is a significant demand for AI solutions and expertise, as over 80% of enterprise contact center leaders aim to expand AI's role within their operations [2] AI Applications and Benefits - Respondents rated CX insights and analytics as the most valuable AI application with a score of 4.3 out of 5, followed by real-time agent assistance at 4.0 out of 5 [3] Concerns Regarding AI Implementation - Security and privacy issues are the top concerns for 50% of respondents, closely followed by ethical use of AI at 49%. Other concerns include quality matters (35%), development process bias (29%), and limited knowledge about AI tools (16%) [4] Company Overview - ibex is a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, operating approximately 30 facilities worldwide and managing nearly 175 million customer interactions annually [5][6]

Core Insights - ibex will showcase its AI-powered customer experience (CX) solutions at the CCW Customer Contact Week in Las Vegas from June 9-12, 2025, highlighting its leadership in the industry [1][6] - The company emphasizes its combination of over 20 years of CX expertise with cutting-edge AI technology to enhance customer interactions and drive growth [2][4] - ibex will host a Fireside Chat on June 11, focusing on real-world AI implementation best practices, featuring industry leaders [2][8] Company Overview - ibex is a global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, operating approximately 30 facilities worldwide [4] - The company employs over 31,000 individuals and manages nearly 175 million customer interactions annually, contributing over $2.2 billion in lifetime customer revenue each year [5] Event Highlights - The CCW event will feature live demonstrations of ibex's Wave iX AI solutions, including the AI Virtual Agent and Wave iX Translate, which supports real-time interactions in over 150 languages [2] - The 2025 CX Leadership Awards will be presented at an exclusive dinner, recognizing individuals and companies that excel in customer engagement and experience [2][3]

Company Overview - IBEX Limited is a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions [1][3] - The company operates approximately 30 operations facilities worldwide and employs over 31,000 people [3][4] Financial Performance - IBEX manages nearly 175 million critical customer interactions annually, contributing over $2.2 billion in lifetime customer revenue each year [4] Upcoming Events - CEO Bob Dechant and CFO Taylor Greenwald will participate in Baird's 2025 Global Consumer, Technology & Services Conference on June 3, 2025 [1][2] - They will host a "Fireside Chat" to discuss the company and engage in one-on-one investor meetings [2]

Core Insights - ibex has appointed Ricky Fields as the Global Head of Business Development for its AI solutions platform, Wave iX, aiming to redefine the customer experience (CX) industry [1][2][3] - Fields will lead the new go-to-market strategy for Wave iX, focusing on high-performance, non-human agent solutions that provide seamless, fully autonomous customer experiences [2][4] - The company positions itself as a leader in AI for CX, managing hundreds of millions of customer interactions and providing significant business insights to top brands across various industries [3][5] Company Overview - ibex specializes in business process outsourcing (BPO) and AI-powered customer engagement technology solutions, operating approximately 30 global CX delivery centers [5][6] - The company employs over 31,000 individuals and manages nearly 175 million critical customer interactions, contributing over $2.2 billion in lifetime customer revenue annually [6] Strategic Vision - The appointment of Fields aligns with ibex's goal to modernize legacy CX models and enhance its position as a leader in Generative AI for customer engagement [4][3] - Under Fields' leadership, Wave iX is expected to unlock new revenue opportunities through AI, business insights, and operational excellence [4]

Core Insights - The 2025 CX Leadership Awards, organized by ibex, aim to honor top innovators and leaders in customer experience globally [1][2] - Nominees for the awards will be announced in the coming weeks, with winners revealed on June 11, 2025, during the Customer Contact Week in Las Vegas [2] - ibex emphasizes its role as a leader in AI-powered customer experience solutions, recognizing the contributions of individuals and organizations that are reshaping the industry [3] Company Overview - ibex is a leading global provider of business process outsourcing (BPO) and AI-powered customer experience (CX) solutions, with over 20 years of expertise [4][5] - The company operates approximately 30 global CX delivery centers and employs a diverse team of over 31,000 individuals [5][6] - ibex manages nearly 175 million critical customer interactions annually, contributing over $2.2 billion in lifetime customer revenue each year [6]

Core Insights - ibex's AI-powered Wave iX solution platform has been awarded the Gold Stevie Award for Achievement in Technology Innovation at The 23rd Annual American Business Awards, highlighting its success in enhancing customer experience for global brands [1][7] - The recognition underscores ibex's leadership in creating innovative AI-powered customer experience solutions that cater to specific business needs, driving transformative outcomes [2][3] Company Overview - ibex is a global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, operating approximately 30 facilities worldwide [5] - The company employs over 31,000 individuals and manages nearly 175 million customer interactions annually, contributing over $2.2 billion in lifetime customer revenue each year [6] Product Innovation - The Wave iX platform offers advanced self-service capabilities, enabling businesses to deliver smarter and more personalized customer interactions [3] - ibex emphasizes a customized approach to developing AI-powered customer experience solutions, moving away from one-size-fits-all tools [3] Industry Recognition - The Stevie Awards recognize outstanding performances in the workplace, with over 12,000 entries from more than 70 nations, showcasing the importance of innovation and resilience in organizations [4]

Financial Data and Key Metrics Changes - The company reported record revenue of $140.7 million, an increase of 11% from $126.8 million in the prior year quarter [18] - Adjusted EBITDA was $19.4 million with a margin of 13.8%, compared to $19.2 million and 15.1% in the same period last year [21] - Adjusted EPS increased to $0.82, up 18% from $0.70 in the prior year quarter [22] - Net income slightly increased to $10.5 million from $10.3 million in the prior year quarter [20] Business Line Data and Key Metrics Changes - Revenue growth was driven by health tech (20%), travel, transportation, and logistics (19%), and retail and e-commerce (15%), while FinTech saw a decline of 12% [18] - Higher margin integrated omni-channel revenue grew by 16% year over year, now representing 81% of overall business [11][19] - Offshore revenues comprised 51% of total revenue, up from 48% in the prior year quarter [19] Market Data and Key Metrics Changes - The company achieved significant market share gains, particularly in healthcare and retail sectors, contributing to the strong performance in Q3 [33] - The entry into the India market is expected to provide additional growth opportunities [6][13] Company Strategy and Development Direction - The company is focused on expanding its high-margin services and regions, with a robust pipeline of over 75 opportunities in AI solutions [10][19] - A new $15 million share repurchase program was announced, reflecting confidence in the business trajectory [15][28] - The company aims to leverage AI solutions to enhance service offerings and drive revenue growth [41][48] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the business trajectory and raised full-year guidance for revenue and EBITDA [15][28] - The impact of U.S. trade tariffs is viewed as minimal, with no significant effect on client volumes [14] - The company anticipates continued growth in higher margin regions and services, particularly with the expansion into India [19][20] Other Important Information - The company generated $3.6 million of free cash flow and completed the repayment of a seller financing note [12] - Capital expenditures were $5.3 million, representing 3.7% of revenue, driven by expansion efforts [25] Q&A Session Summary Question: Inquiry about sequential trends and future expectations - Management noted that Q3 did not contract from the typical seasonal decline and attributed this to market share gains and new logo revenue [33][34] Question: Clarification on AI's impact on margins - Management explained that while investments in India impacted margins, gross margins improved overall due to high-margin service growth [39] Question: Timing of revenue uplift from AI implementations - Management indicated that revenue from AI solutions would start to materialize in Q4, with a cascading effect expected in FY '26 [45][46]

Financial Data and Key Metrics Changes - The company reported record revenue of $140.7 million, an increase of 11% from $126.8 million in the prior year quarter [18] - Adjusted EBITDA was $19.4 million with a margin of 13.8%, compared to $19.2 million or 15.1% in the same period last year [22] - Adjusted EPS increased to $0.82, up 18% from $0.70 in the prior year quarter [23] - Net income slightly increased to $10.5 million from $10.3 million in the prior year quarter [21] Business Line Data and Key Metrics Changes - Revenue growth was driven by health tech (20%), travel, transportation, and logistics (19%), and retail and e-commerce (15%), while FinTech declined by 12% [18] - Higher margin integrated omni-channel revenue grew by 16% year over year, now representing 81% of overall business [11][19] - Offshore revenues now comprise 51% of total revenue, up from 48% in the prior year quarter [19] Market Data and Key Metrics Changes - The company achieved significant market share gains, particularly in Q3, driven by performance against larger competitors [35] - The entry into the India market is expected to provide additional growth opportunities [6][13] Company Strategy and Development Direction - The company is focused on expanding its high-margin services and regions, with a robust pipeline of over 75 opportunities in AI solutions [10][11] - A new $15 million share repurchase program was announced, reflecting confidence in the business trajectory [15][29] - The company aims to leverage AI solutions to enhance revenue and margin, transitioning from pilot projects to full deployments [43][50] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the business trajectory and raised full-year guidance for revenue and EBITDA [15][29] - The impact of U.S. trade tariffs is viewed as minimal, with no significant effect on client volumes [14] - The company anticipates continued growth in higher margin regions and services, particularly in the new market of India [20][21] Other Important Information - The company generated $3.6 million of free cash flow and completed the repayment of a seller financing note [12] - Capital expenditures increased to $5.3 million, driven by expansion efforts [26] Q&A Session Summary Question: Inquiry about sequential trends and future expectations - Management noted that Q3 did not contract from the typical seasonal decline and attributed this to market share gains and new logo revenue [34][35] Question: Clarification on margin decline and expansion to India - Management explained that while gross margin improved, investments in India impacted adjusted EBITDA margin [22][41] Question: Timing of revenue uplift from AI implementations - Management indicated that revenue from AI solutions would start generating revenue in Q4 and continue into FY '26 [46][50]

Built for what's next. ibex Q3 FY2025 Earnings Call May 8, 2025 Bob Dechant, CEO Built for what's next. Disclaimer This presentation includes forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. All statements contained in this presentation, other than statements of historical facts, are forward-looking statements. The words "believe," "estimate," "expect," "may," "will" and similar expressions are intended to identify forward-looking statements. Such forwar ...

Financial Performance - The company reported revenues of $140.7 million for the three months ended March 31, 2025, an 11.0% increase compared to the prior year quarter, driven by growth in HealthTech, Travel, Transportation & Logistics, Retail & E-commerce, and Other verticals [130]. - Net income for the three months ended March 31, 2025, was $10.5 million, a 1.5% increase from $10.3 million during the same quarter in the prior year [130]. - For the nine months ended March 31, 2025, revenues reached $411.1 million, a 7.1% increase compared to the same period in the prior year, attributed to growth from existing and new clients [131]. - The company experienced a 14.5% increase in net income for the nine months ended March 31, 2025, totaling $27.3 million compared to $23.8 million in the prior year [131]. - Adjusted net income for the three months ended March 31, 2025, was $11.8 million, with an adjusted net income margin of 8.4% [177]. - Net income for the three months ended March 31, 2025, was $10.5 million, with a net income margin of 7.4%, down from 8.1% in the prior year quarter [182][183]. - Adjusted EBITDA for the three months ended March 31, 2025, was $19.4 million, resulting in an adjusted EBITDA margin of 13.8%, compared to 15.1% in the prior year quarter [182][185]. Revenue Growth - The HealthTech vertical revenue increased by $3.7 million, or 20.0%, while the Retail & E-commerce vertical grew by $4.6 million, or 14.6%, during the three months ended March 31, 2025 [148]. - Revenue for the nine months ended March 31, 2025, was $411.1 million, an increase of $27.1 million or 7.1% year-over-year, driven by growth in HealthTech and Travel verticals [160]. Cost and Expenses - Payroll and related costs were $72.4 million during the three months ended March 31, 2025, reflecting a 7.1% increase compared to the prior year quarter, while as a percentage of revenue, payroll costs decreased to 51.4% [151]. - Cost of services increased to $284.8 million, up $13.7 million or 5.0% compared to the prior year, primarily due to higher payroll and related costs [162]. - Payroll and related costs were $216.9 million, an increase of $7.8 million or 3.7%, with payroll cost as a percentage of revenue decreasing to 52.8% [163]. - SG&A expenses were $27.1 million, an increase of $3.5 million or 14.8% year-over-year, driven by higher payroll costs and share-based compensation [154]. - IT expenses rose to $1.8 million, an increase of $0.6 million or 48.2% compared to the prior year, primarily due to additional software license fees [153]. - Reseller commissions and lead expenses increased to $5.5 million, up $2.8 million or 106.1% year-over-year, driven by higher utilization of third-party affiliates and search engine costs [152]. Operational Efficiency - The company is leveraging generative AI through its Wave iX technology to enhance customer experience and operational efficiency, positioning itself for future revenue growth [134]. - Income from operations was $13.3 million, compared to $11.3 million in the prior year, with an operating margin of 9.5%, up from 8.9% [156]. Client Base and Market Position - The largest client accounted for 11% of consolidated revenues, while the three largest clients accounted for 27% during the nine months ended March 31, 2025, indicating a diversified client base [142]. - The company has successfully negotiated price increases with many clients due to tightening labor markets and rising operational costs, which is expected to enhance margins [143]. Cash Flow and Liquidity - Free cash flow for the three months ended March 31, 2025, was $3.6 million, a decrease from $9.7 million in the prior year period [186]. - Net cash inflow from operating activities decreased to $17.7 million in the nine months ended March 31, 2025, down from $18.5 million in the prior year [206]. - Cash and cash equivalents totaled $13.0 million as of March 31, 2025, with additional unused availability under credit facilities of $46.1 million [190]. - The Company experienced a net decrease in cash and cash equivalents of $49.7 million during the nine months ended March 31, 2025 [203]. - The company anticipates that existing cash and cash generated from operations will be sufficient to meet liquidity requirements for at least the next twelve months [200]. Debt and Financing - Total debt as of March 31, 2025, was $20.6 million, with $19.1 million on HSBC Credit Facilities and $1.5 million of finance leases [199]. - The U.S. Credit Facility provides for a $25 million secured revolving credit facility, maturing on October 29, 2027 [191]. - The UAE Credit Agreement includes a committed $50 million revolving loan facility, with a final repayment date two years from the effective date [193]. - Financing activities resulted in an expenditure of $54.4 million during the nine months ended March 31, 2025, with $76.4 million related to share repurchases [208]. Capital Expenditures - Capital expenditures for the three months ended March 31, 2025, were $5.3 million, up from $1.7 million in the prior year [186]. - The Company incurred $13.2 million in investing activities during the nine months ended March 31, 2025, primarily for expansions and IT equipment, compared to $6.6 million in the same period of 2024 [207]. Currency and Risk Management - A 10% appreciation/depreciation in the Philippine Peso against the U.S. dollar would have impacted expenses by approximately $10.3 million or $8.4 million, respectively [215]. - As of March 31, 2025, the outstanding balance on the HSBC Credit Facilities was $19.1 million, with a potential annualized interest expense change of approximately $0.1 million for a 10% change in SOFR [218]. - Cash management policies are designed to mitigate risks related to global cash, with $8.7 million of cash held outside the U.S. as of March 31, 2025 [205]. - The Company has not experienced any counterparty defaults related to its derivative contracts as of the date of the report [216].