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We are relationship builders. We are connection makers.

We do more than provide CX services, we consider ourselves master architects of authentic, on-brand experiences that help you stand out in today’s highly competitive experience economy.

We want you to feel that we are a genuine extension of your brand, while giving you the ability to design the CX blueprint that best meets your needs. Our robust service delivery model is flexible and adaptive, so it can evolve right alongside your business.

What we believe

Our Values

We have a thriving entrepreneurial culture sustained by our shared core values known as the 4Ys: Quality, Integrity, Reliability, and Family.

Here’s what they mean to us:

what we deliver


We don’t just talk the talk, we walk the walk by providing real and measurable results to meet our client’s strategic and tactical objectives. Our aim is to always deliver above and beyond what is promised.

How we work


Partnerships are built on trust, and trust must be earned. Our track record demonstrates that we have earned the trust of clients, staff, and industry colleagues who rely on our principled and sincere approach to business.

What we promise


Our word is gold. We always follow through on our commitments, and our infrastructure is designed to be resilient and robust enough to sustain operational demands and changes.

who we are


We consider all team members and clients part of our family. Through an inclusive and collaborative approach, we aim to ensure everyone feels they contribute to and are a part of the organization’s success.

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Learn About Us

Our Journey

We are the largest Caribbean-born business process outsourcer. Once a local success story, we are now an international company and the region’s leading customer experience provider. Check out our transformational growth year-over-year.

June 2012
Official Opening

Founded by husband and wife, Yoni Epstein and Lisa Lake, itel maintains family values at our core. Duane Williams was our first employee and today he is our Chief Technology Officer. We started with 7 employees and a grand vision.

November 2013
Freeport, Grand Bahama Opening

We didn’t waste any time building out a geo-diverse footprint. When itel launched operations in Freeport, Grand Bahama, we established the first contact center in The Bahamas helping to diversify the local economy.

June 2014
Triple Digit Expansion

By year two, our growth as a start-up business accelerated quickly to 350 employees. With a strong company culture already thriving, it was time to expand our Montego Bay facilities.

June 2015
Kingston, Jamaica Opening

We continued to scale operations in high-potential locations. We opened a site in Jamaica’s capital city, Kingston, creating a new world of possibilities through an educated and untapped workforce and surrounding business infrastructure.

March 2016
Acquiring U.S. Operations

With a focus on the future and the best ways to meet the needs of clients, we knew it was time to establish a North American presence. We developed a U.S. footprint and reached 750 employees through the acquisition of Our CEO, Yoni Epstein, is named “Entrepreneur of the Year” by Nearshore Americas.

September 2017
Montego Bay Campus Opening

Known by many as our “Silicon Valley by the sea,” we launched our new headquarters in a converted factory shell on the waterfront in Montego Bay and grew to 1,000 employees. Its modern aesthetic, and state-of-the-art infrastructure, designed for employee wellness, realized a long-held dream. It was a turning point for itel and solidified our company’s reputation as a leader in the nearshore space.

December 2017
Mexico Opening

Acquisition of Granada Corporation, the industry’s leading work-from-home platform. itel obtains Mexico-based operations and a multilingual network of customer experience agents across the U.S.

March 2018
International Recognition

itel receives its first Frost & Sullivan Growth Excellence Leadership Award and receives HFS Top 10 Report ranking.

September 2019

itelFest brings together over 300 global itel members around the theme of EX=CX.

Launch of the 4Ys Foundation to give back to our communities and support charitable initiatives.

May 2020
U.S. & Caribbean Expansion

The world faces an economic and health crisis that changes the way global services are delivered. itel introduces onsite safety protocols and expands its work-at-home network in the U.S., as well as into the Caribbean.

June 2020
Saint Lucia Opening

itel Saint Lucia begins operations in Vieux Fort and our geographic footprint expands to 3,500 employees in 6 countries of operation. The world-class facility was immediately in high-demand from clients and potential alike. We started construction on a 2nd building in less than 6 months.

May 2021
New Name & Fresh Brand Look

We introduce a new brand and change our name from itelbpo to itel.

July 2021
Expansion into Guyana & Honduras

Through an acquisition, itel expands into Guyana and Honduras adding new talent to its team and reaching a total of 5,000 employees.  

November 2021
Honduras Official Opening

itel officially launches operations in Honduras, located in the Altia Smart City in San Pedro Sula, and adds another 1,000 team members (6,000 employees). 

December 2021
Launch of Colombia Innovation Hub

Colombia becomes itel’s innovation hub with our newly launched Data Science & Innovation Team.

May 2022
Grand Opening of Chalmers Campus

itel launches its state-of-the-art campus in Kingston, Jamaica.

June 2022
itel Celebrates 10-year Anniversary

itel celebrates a major milestone: 10 years of growth and innovation, boasting a happy, engaged workforce of over 7,000 employees. 


April 2023
Launch of 4th Facility in Saint Lucia

After partnering with a major North American logistics brand, itel builds out a 4th facility with dedicated and customized space to meet the needs of its client and team.

October 2023
itel's CEO Receives National Award

Yoni Epstein, CD, itel’s Founding Chairman and CEO, is conferred Commander of the Order of Distinction by Jamaica’s Governor General for his contribution to the country’s business process outsourcing sector.


We are an award-winning customer experience partner with operations across Latin America, the Caribbean and the U.S.

With a global footprint that includes seven different countries, we’ve been recognized by both regional and international institutions for our leadership strength in entrepreneurship, economic impact, customer experience and employee experience.

2024 Stevie® Awards for Sales & Customer Service Best Use of Technology & Employer of the Year
2024 IAOP Global Outsourcing 100 Award
2023 Everest Group Peak Matrix Aspirant Star Performer
2023 Gartner Finalist Excellence in Employee Experience
Order of Distinction 2023 Contribution to BPO Sector in Jamaica
2022 Frost & Sullivan Best Practices Award
  • "Customer Value Leadership Award" - Frost & Sullivan  (2024)
  • "COVID-19 Resilience" and "Highest Increase in Employment Large Enterprise" - Global Services Association of Jamaica (2021)
  • Caribbean Council "Excellence in International Business" Award (2020)
  • "Central American & Caribbean Contact Center Outsourcing Services Growth Excellence Leadership Award" - Frost & Sullivan (2018 & 2019)
  • "O2J BPO Economic Impact Award 2018" - Outsource2Jamaica
  • "Caribbean BPO of the Year - Overall Winner" and "BPO Employer of the Year" - Outsource to the Caribbean Conference, Curacao (2017/18)
  • Ranked 5th for "Voice-of-the-Customer" - HFS Top 10 (2018)
  • Yoni Epstein voted “One of the Most Influential BPO Leaders in the Nearshore Region” by Nearshore Americas
  • "BPO Firm of the Year" Montego Bay Chamber of Commerce & Industry (2016 & 2017)
  • "Entrepreneur of the Year" - Nearshore Americas Association (2016)
  • “Montego Bay Freezone Employer of Choice” (2013, 2014, & 2015)

Award-winning CX delivery when and where you need it.

Flexible options to fit your business needs.