CCI Global Named Major Contender in the 2024 Everest Peak Matrix CXM Report, Recognized Across APAC, EMEA, and the Americas

CCI Global has been recognized across all markets—APAC, EMEA, and the Americas—in the 2024 Everest Peak Matrix CXM Report. This year, we’ve strengthened our position by being named a Major Contender, with a standout achievement in the largest and most competitive market, the Americas. This recognition underscores our dedication to delivering exceptional customer experience management on a global scale.

The ranking in the Everest Peak Matrix CXM report is based on critical performance factors, including consistent year-on-year revenue growth, the scale and value of new contract signings and extensions, enhancement in service portfolio diversity, and overall impact of value delivery.

Having previously been ranked as an Aspirant in the Americas market, CCI Global’ s rise to Major Contender status highlights its growing influence in the market. Notably, CCI is the only African home-grown business to achieve recognition in the Major Contender category.

WHY WE ARE A MAJOR CONTENDER

CCI Global continues to provide exceptional customer service across the Americas, supported by a team of professionals serving a diverse range of industries. CCI’s commitment extends beyond delivering excellent service and prioritizes the education and empowerment our employees. CCI has made significant investments in training and development, with a focus on digital transformation, workforce management, infrastructure, talent growth within the organization, site expansions across the region and 10 client wins in 2023.

CCI’S IMPACT AND CAPABILITIES

• 8,000 Full-Time Employees (FTEs) support our clients in the United States, across multiple verticals.
• Impact Sourcing through our program CareerBox has trained over 60,000 individuals.
• CCI has invested heavily in digital transformation and workforce management.
• Our advanced language models, combined with AI assistants, provide agents with immediate responses and insights tailored to specific needs
• Expansions in Tatu City, a second site in Kenya, and our very first site in Egypt.

INNOVATION AND TALENT DEVELOPMENT: CCI’s IT Academy offers a comprehensive career progression path for agents into our IT team

INDUSTRY AND CLIENT FEEDBACK: Clients praise CCI for its flexibility, customer-centric approach, strong communication, and dedicated front line employees.

Martin Roe, CEO of CCI Global, remarked: “This recognition is a reflection of the continuous dedication and hard work of our people who consistently deliver exceptional customer service. We are not just achieving milestones; we are making a meaningful impact.’

CCI’s recognition as a Major Contender this year is not only a testament to our quality of service and client trust but also to our ongoing investment in the African region.

To read the full report, please click on the link: Everest Peak Matrix CXM Report 2024