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DigitalWell & Centrical sign Multi-Year Deal with CX provider, itel

Contract boosts itel staffing and service capability in Latin America, Caribbean and beyond.

Dublin, Ireland and Kingston, Jamaica, 6th September 2022 – Caribbean-based customer experience provider itel has agreed a two-year contract worth almost three quarters of a million Euros for enterprise communications company DigitalWell to upgrade its customer service systems. This more robust employee centric platform utilising AI tools like gamification will increase retention, engagement, and ultimately customer satisfaction. DigitalWell will deploy Centrical’s employee success platform that blends artificial intelligence and advanced gamification with personalised micro-learning, real-time employee performance management, as well as adaptive coaching tools and well-being strategies. DigitalWell will also provide continual support to itel with an ongoing managed services contract. 

The improvements will support itel’s continued expansion throughout the Americas and beyond.  “With growing expectations of employees and customers, it is essential to invest in your frontline employees and put them at the centre of your business,” says Yoni Epstein, founding chairman and CEO, itel.  “Following successful office expansion and recruitment in Jamaica, St Lucia, Honduras, and Guyana, we want to nurture a culture of retention and make sure our new hires and current employees are happy, stimulated, and with us for the long term.  Working with people-first companies like DigitalWell and Centrical enables itel to provide the highest standard of employee engagement, which correlates to delivering optimal customer service, enabling itel to meet our business objectives and grow.” 

Ross Murray, CEO, DigitalWell explains, “It quickly became clear that the itel team sought to embrace a people-first organisational culture like ours. We counselled them on proven best-in-class empathy-based systems designed to nurture and reinforce that holistic approach.  Centrical was a natural partner for the solution because not only can it meet their current staff retention objectives, but can easily scale as their business grows globally.  In the short term, we will reduce itel’s recruitment and retention costs, decreasing their time to revenue.  It’s a wonderful win with a mutually beneficial relationship that also supports our own ongoing international expansion.” 

DigitalWell’s solution and managed service contract along with Centrical will serve itel’s 7,000 personnel across all its offices throughout the Caribbean, with the view to grow beyond this region.  “When each employee is trained through personalised micro-learning, supported through a standardised and actionable coaching approach, and empowered to grow both personally and professionally is when we can maximise organisational performance and productivity,” says Madeleine Freind, vice president Customer Success, Centrical.  “The performance derived from the AI-driven personalised career journeys guarantees every itel customer will receive the best in industry experience from motivated, passionate, and proactive service staff.” 

Find the full press release and more information on DigitalWell’s Contact Centre& Customer Experience solutions here.  

Centrical provides solutions for real-time performance management, microlearning, gamification, coaching, and voice of the employee for frontline teams. The unified platform inspires and personally guides the success and growth of every individual frontline employee by making every moment actionable. Centrical was founded in 2013 and serves customers in 150 countries in 40 different languages. We have offices in London, Israel, and New York. Our customers include leading multinational enterprises such as British Telecom, Coca-Cola, Microsoft, Teleperformance, Webhelp and more.  

For more information, contact: 

Justine Moran
Director of Marketing, Centrical
justine.moran@centrical.com 
0203 318 6424 
Centrical, 18th Floor, 110 Bishopsgate, London EC2N 4AY 

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