IBEX leadership described an evolution in the industry from what it called “BPO 1.0”—a labor arbitrage model where “bigger was better” and cost was the primary focus—to “BPO 2.0,” where customer experience and brand alignment increasingly drive outsourcing decisions. The company said it has built a differentiated offering designed to compete on quality and outcomes rather than simply cost.Executives framed the broader contact center market as roughly $350 billion, including both in-house and outsourced oper ...