Ivan Kotzev
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ivankotzev.bsky.social
Ivan Kotzev
@ivankotzev.bsky.social
55 followers 54 following 350 posts
Research Analyst #NelsonHall. Interested in disruptive technology & #CX transformation. I post #CXServices news. More at https://reimagine.nelson-hall.com/programs/customer-experience-services
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ivankotzev.bsky.social
Ivan Kotzev @ivankotzev.bsky.social · Jan 8
I've published a new @nhinsight.bsky.social blog post, with accompanying video overview: '#CXServices in 2026: #AI-Driven Transformation, #Governance, #Workforce & Operating Models' – sowo.kr/TUCMMUbN #AgenticAI
ivankotzev.bsky.social
Firstsource partners with Prosper AI for #AIVoice agents for healthcare revenue cycle management

#HealthTech #VoiceAI #RCM #AIinHealthcare
@nhinsight.bsky.social

www.firstsource.com/newsroom/pre...
Firstsource and Prosper AI Partner to Advance Healthcare Revenue Cycle Management with Next-Level Voice AI Capabilities
Firstsource and Prosper AI Partner to Advance Healthcare Revenue Cycle Management with Next-Level Voice AI Capabilities
www.firstsource.com
February 6, 2026 at 9:24 PM
ivankotzev.bsky.social
Thanks @coforge.bsky.social for the #AIEnablement briefing today. Highlights include centralized AI enablement assets library & marketplace with RAG as a service, dedicated platforms for AI guardrails & observability, a deep portfolio of industry use cases, and agentic workflows.
February 6, 2026 at 1:48 PM
ivankotzev.bsky.social
IBEX Q2 results (ending 31 Dec): revs up 16.7% y/y to $164.2m, margin up 1pts y/y to 7.8%.

Revises 2026 revenue guidance: $620m to $630m from previously $605m to $620m.

#CXServices @nhinsight.bsky.social

investors.ibex.co/news-release...
IBEX Reports Record Quarterly Revenue and EPS, Raises Fiscal Year Guidance | IBEX Limited
Record second quarter Revenue, Adjusted EBITDA, EPS, and Adjusted EPS Revenue grew 17% versus prior year quarter, fourth consecutive quarter of double-digit growth EPS grew 45% year-over-year to $0.83...
investors.ibex.co
February 5, 2026 at 10:17 PM
ivankotzev.bsky.social
Firstsource Q3 FY26 results (ending 31 Dec): revs up 16.2% y/y to Rs. 24,431m ($274m), EBIT 11.9%.

Outlook for FY26: revs from 14.5% to 15.5% in CC, including 1.5% incremental contribution from acquisitions.

More details at @nhinsight.bsky.social.

www.firstsource.com/sites/defaul...
www.firstsource.com
February 3, 2026 at 1:32 PM
ivankotzev.bsky.social
DeeAnna Warrington has published a new @nhinsight.bsky.social blog post: '
@businessolver.bsky.social’s Shift Toward Anticipatory #Benefits Technology' – sowo.kr/Dg52JIy9

#HR #BenefitsAdministration #HCM #AgenticAI #AI #Personalization #Automation
January 28, 2026 at 10:07 PM
ivankotzev.bsky.social
Movate partners with Krisp for AI accent softening and #AIVoice translation

#CXInnovation #CXServices #AITransformation

@nhinsight.bsky.social

www.movate.com/movate-and-k...
Movate and Krisp Announce Strategic Partnership to Transform Global CX Delivery with AI-Powered Voice Solutions - Movate
Plano, TEXAS – January 28, 2025 Movate, a global leader in digital technology and customer experience services, today announced a strategic partnership with Krisp, a leading real-time Voice AI provide...
www.movate.com
January 28, 2026 at 11:39 AM
ivankotzev.bsky.social
Capita has been awarded three-years #TV license fee administration contract extension by the #BBC. The new contract will start in July 2027.

@nhinsight.bsky.social

www.capita.com/news-and-ins...
Challenge Validation
www.capita.com
January 27, 2026 at 8:59 PM
ivankotzev.bsky.social
Tech Mahindra partners with CS TECH Ai for #geospatial #analytics and #DigitalTwin solutions to enhance infrastructure planning, execution, monitoring, regulatory compliance, and long-term asset management

#GeospatialAI #DPI

www.techmahindra.com/insights/pre...
Tech Mahindra, CS TECH Ai Partner for Next-Gen Geospatial Solutions
Tech Mahindra and CS TECH Ai collaborate to deliver AI-driven geospatial and digital twin solutions, enabling smarter, efficient infrastructure worldwide
www.techmahindra.com
January 27, 2026 at 8:09 PM
ivankotzev.bsky.social
German #CXServices provider communicall GmbH filed for insolvency, following contract losses. It is based in Bayreuth, Bavaria

www.callcenterprofi.de/branchennews...
Nach Auftragsausfällen: communicall meldet Insolvenz an
Der Bayreuther Call Center-Dienstleister communicall GmbH hat beim zuständigen Insolvenzgericht einen Insolvenzantrag gestellt. Nach Unternehmensangaben führten der Wegfall mehrerer Aufträge und eine ...
www.callcenterprofi.de
January 26, 2026 at 9:31 PM
ivankotzev.bsky.social
New Centrecom #CXServices in #Travel profile. Clients looking for a #CXServices vendor with a strong airline sector presence across markets, strong GSA practice with B2B sales, business development, and marketing for airlines, should consider this profile.

reimagine.nelson-hall.com/reports/3
January 20, 2026 at 4:49 PM
ivankotzev.bsky.social
Thanks Infosys BPM for the #AIEnablement briefing. Highlights: innovation network, #ResponsibleAI suite, comprehensive framework for #AItraining and change management guardrails, strong red-teaming experience, AI safety expertise across retail, insurance, FS, and specialized data annotation.
January 20, 2026 at 3:26 PM
ivankotzev.bsky.social
AtentoCorp partners with Omilia for #ConversationalAI and will have joint GTM in target markets

#CXServices #omnichannel #AI @nhinsight.bsky.social

atento.com/en/imprensa_...
Atento in CX Industry Leader Atento and Omilia Establish Strategic Partnership to Lead the Next Wave of Conversational AI Innovation
The strategic alliance strengthens Atento’s capabilities in conversation-centric artificial intelligence solutions, enhancing its portfolio with  advanced AI-first Conversational AI capabilities The a...
atento.com
January 20, 2026 at 1:40 PM
ivankotzev.bsky.social
Fusion CX acquires LATAM #CXServices provider SkyCom BPO, adding ~900 resources across El Salvador, Belize, Guatemala, Colombia, and Jamaica.

#CustomerExperience #BPO #Nearshore @nhinsight.bsky.social

www.fusioncx.com/news-room/fu...
Fusion CX Acquires Skycom: Expanding LATAM BPO Operations
Fusion CX expands its global delivery footprint in Latin America by acquiring Skycom, a leading nearshore BPO provider. Learn more about this strategic LATAM expansion.
www.fusioncx.com
January 19, 2026 at 9:42 AM
ivankotzev.bsky.social
Conduent appoints Harsha V. Agadi as CEO

#LeadershipChange #NewCEO #BusinessTransformation #Conduent @nhinsight.bsky.social

www.news.conduent.com/news/conduen...
Conduent Appoints Harsha V. Agadi as Chief Executive Officer
Conduent Incorporated (Nasdaq: CNDT), a global technology-driven business solutions and services company, today announced that the Board of Directors has appointed Harsha V. Agadi, Chairman of Conduen...
www.news.conduent.com
January 17, 2026 at 10:50 AM
ivankotzev.bsky.social
Andrew Efstathiou has published a new @nhinsight.bsky.social blog post: 'Wealth & Asset Managers Gear Up for Rapid Industry Change' – sowo.kr/Y1VFp6hF

#WealthManagement #AssetManagement #Banking #OpenBanking #AI #ESG
January 16, 2026 at 9:32 PM
ivankotzev.bsky.social
Concentrix opens 3rd #CXServices center in #Guatemala City

@nhinsight.bsky.social

nearshoreamericas.com/concentrix-l...
Concentrix Opens Third Delivery Center in Guatemala - Nearshore Americas
Global customer experience (CX) services provider Concentrix this week inaugurated its third headquarters in Guatemala, located in Zone 14 of Guatemala City.
nearshoreamericas.com
January 16, 2026 at 12:23 PM
ivankotzev.bsky.social
SyntheiaAi to acquire #CXServices provider Satcom for $5.5m

@nhinsight.bsky.social

www.syntheia.ai/syntheia-sig...
Syntheia Signs Non-Binding LOI to Acquire Satcom | CSE: SYAI
Syntheia Corp. (CSE: SYAI) announces a non-binding LOI to acquire Satcom, expanding its AI-powered customer engagement.
www.syntheia.ai
January 14, 2026 at 6:37 PM
ivankotzev.bsky.social
Conduent launches #AI Experience Center in its HQ in Florham Park, New Jersey to showcase AI and #GenAI solutions

#CXServices @nhinsight.bsky.social

www.news.conduent.com/news/conduen...
Conduent Launches AI Experience Center to Showcase AI & GenAI-Powered Solutions for Commercial, Transportation and Government Clients
FLORHAM PARK, N.J. -- Conduent Incorporated (Nasdaq: CNDT), a global technology-driven business solutions and services provider, today announced the opening of its AI Experience Center at Conduent’s c...
www.news.conduent.com
January 14, 2026 at 9:39 AM
ivankotzev.bsky.social
Firstsource acquires TeleMedik to add #telehealth development and integration services with ~500 resources in Puerto Rico 🇵🇷

#HealthTech #HealthcareServices #PayerProviderEcosystem

www.firstsource.com/newsroom/new...
Firstsource Acquires TeleMedik | Firstsource
To Bolster Digital Offerings and Expand Presence in U.S. Healthcare Payer and Provider Market
www.firstsource.com
January 13, 2026 at 9:45 PM
ivankotzev.bsky.social
Bilal Chaudhry has published a new @nhinsight.bsky.social blog post: 'Genpact: Rethinking Commercial Underwriting with AI-Enabled Decision Orchestration' – sowo.kr/msAs2gg6

#Insurance #Underwriting #AI #Automation
January 13, 2026 at 9:31 PM
ivankotzev.bsky.social
Bahrain Silah Gulf to sell 30% stake in an IPO

@nhinsight.bsky.social

#CXServices #outsourcing #Bahrain

silah.bh/ipo-announce...
Silah Gulf IPO - Silah Gulf
IPO Announcement Read more in the prospectus here in English | ArabicRead the summary here in English | ArabicSample subscription form Subscribe Now
silah.bh
January 12, 2026 at 10:08 PM
ivankotzev.bsky.social
Kosovo #CXServices provider SPEEEX acquires majority stakes in three Swiss providers:

pdc Marketing + Information Technology AG
Profioffice
Profi Contact

Receives €13m loan from EBRD for the #mergersandacquisitions.

@nhinsight.bsky.social

www.ebrd.com/home/news-an...
EBRD extends €13 million to support Kosovo’s Speeex international expansion
First-of-its-kind transaction in Kosovo to boost service and technology sector, gender equality and cross-border trade
www.ebrd.com
January 12, 2026 at 4:29 PM
ivankotzev.bsky.social
HGS launches AMLens with ML and NLP to reduce case analysis time and false positives

#AML #sanctionscreening #financialcrimeprevention

hgs.com/newsroom/pre...
HGS Introduces AMLens: Accelerating AML Investigations with Explainable AI
HGS Introduces AMLens: Accelerating AML Investigations with Explainable AI - A next-generation, AI-powered solution designed to transform and accelerate Anti-Money Laundering (AML) operations for fina...
hgs.com
January 12, 2026 at 11:10 AM
ivankotzev.bsky.social
Concentrix opens its third #CXServices center in #Lima, Peru, aims to reach ~700 people in the country

@nhinsight.bsky.social

nearshoreamericas.com/concentrix-e...
Concentrix Expands in Peru to Provide CX Services to Japanese Clients - Nearshore Americas
American business process outsourcing (BPO) major Concentrix has inaugurated a large delivery center in Lima, reinforcing its expansion in Peru.
nearshoreamericas.com
January 9, 2026 at 11:08 PM
ivankotzev.bsky.social
I've published a new @nhinsight.bsky.social blog post, with accompanying video overview: '#CXServices in 2026: #AI-Driven Transformation, #Governance, #Workforce & Operating Models' – sowo.kr/TUCMMUbN #AgenticAI
January 8, 2026 at 5:37 PM