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State of the art AI in Jamaica’s BPO Sector

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Rashaed Esson

Staff Writer

 

 

#Jamaica, May 30, 2023 – Jamaica is walking the road to Artificial Intelligence (AI) integration in its corporate realm as an AI program called DISA (Digital Intelligence Sales Agent), which automates telesales and customer service processes, is being introduced to the country’s outsourcing sector.

This new development for the island is bred from the collaboration of ACCESS Sales Group, the sales division of the ACCESS Group of Companies — a financial and sales programme management and technology company with operations in the United States, Canada and the Latina America and the Caribbean (LAC) region, with Vocodia, an AI software company based in Florida and the developer of DISA.

Larry Hunt, CEO of the ACCESS Group of Companies expressed why Jamaica was chosen.  He said, “Jamaica is at the top of our list for the roll-out of DISA to the region because of its strong position in the outsourcing industry.” He also referred to Jamaica’s strong cultural affinity with North America, highly educated workforce, and favorable business environment.

Hunt continued to highlight the benefit of DISA, comparing it to outdated technology.

“Call centres, BPOs and businesses that rely on phone sales will now be able to use DISA to support their live agents in their interaction with clients. DISA uses actual live agents to record scripts and responses — unlike old, bionic-sounding technology — and never goes off-script. It can be tailored to the specific goals, budget, and unique requirements of a particular company.”

Additionally, DISA is capable of servicing any industry that deals with inbound customers calling in for FAQs, which  can  be transferred to a live agent to handle escalated calls.  For outbound calls, it can make calls to consumers or businesses to pre-qualify them prior to transferring them to a live closer.

Hunt informed that local companies are showing interest in DISA, pointing out that traditional telemarketing practices are time consuming and costly.

However, he made sure to refer to the importance of live agents saying they “are crucial as closers or problem solvers in the telemarketing process,” emphasizing that the program is not geared towards replacing human sales or customer support agents but instead, enhancing their capabilities.

Considering that, he alluded to DISA’s lack of error and limitations unlike the live agents.

“DISA significantly supports their operations by providing a level of consistency where agents may have physical limitations. It can handle up to 400 outbound calls per day and up to 20,000 simultaneous calls, compared to a high-quality agent that can only handle an average of 150 calls or less per day.”

He continued to inform of the pros of DISA.

“Our business customers have come to realise that DISA’s ability to handle far more significant volumes of calls provides a level of consistency and leaves their agents to be more productive and engaging with their customers when closing sales or handling escalated customer service.”

There are concerns regarding the cost of implementation which Hunt also talked about.

“Primarily, companies are concerned with the cost of integration, human resources to deal with that integration, and the potential costs of new or additional equipment. Integration is as simple as a DID and an API integration, both of which can be handled in minutes and at no cost to them,” he stated.

This initiative, which could put Jamaica ahead of some of its Caribbean neighbour’s in the AI game, follows a 2022 report by the Organisation for Economic Cooperation and Development (OECD) which highlights that  several governments in the region acknowledged the value of AI in many economic sectors.

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Jamaica Joins Afreximbank Agreement, Strengthening Africa–Caribbean Partnership

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CARIBBEAN — Jamaica has become the 13th CARICOM member state to accede to the African Export-Import Bank Establishment Agreement, further strengthening economic ties between Africa and the Caribbean.

The development was confirmed during the 50th CARICOM Heads of Government Meeting, where an Afreximbank delegation led by George Elombi and Kanayo Awani met with Jamaica’s Prime Minister Andrew Holness to advance cooperation.

Prime Minister Holness thanked the bank for its support following Jamaica’s recent hurricane, noting that Afreximbank financing helped restore critical infrastructure including water, electricity, sewage systems and roads, while also assisting reconstruction efforts aimed at building stronger resilience to future disasters.

The meeting also focused on broader development opportunities tied to Jamaica’s membership in the agreement. Discussions included rebuilding and modernising infrastructure such as railways, hospitals and other public facilities, while strengthening regional transportation and trade networks to improve the movement of people and goods across the Caribbean.

Afreximbank has been expanding its presence in the Caribbean as part of its strategy to connect Africa with the region often referred to as “Global Africa.” The bank has already committed billions of dollars in financing and trade support to Caribbean economies in recent years, including funding for infrastructure, trade facilitation and private sector investment.

By joining the agreement, Jamaica gains expanded access to Afreximbank’s financial instruments, technical support and trade networks designed to promote commerce between Africa and CARICOM states.

Regional leaders say the growing partnership could unlock new opportunities in areas such as trade, logistics, tourism, manufacturing and cultural exchange, strengthening economic cooperation between the two regions with deep historical and diaspora ties.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

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Liberty Caribbean Supports Regional Forum on AI, Cyber Resilience and Digital Inclusion  

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Port of Spain, TRINIDAD & TOBAGO (February 24, 2026) — Liberty Caribbean, the operators of Flow, Liberty Business and BTC, recently served as Gold-Level Partner of the two-day Trinidad and Tobago Internet Governance Forum (TTIGF), themed “The Innovation Paradox – Balancing Progress with Responsibility and Resilience”.

The Digital Divide is of particular interest to Liberty Caribbean and is being addressed through its Charitable Foundation across the region. Low broadband penetration in the Caribbean contributes to diminished opportunities for individuals, communities, and local economies, but with the support of funding partners, this gap can be addressed through a comprehensive programme – JUMP – that focuses on providing access, devices, and digital skills.

“Liberty Caribbean was proud to serve as Gold-Level Partner of the TTIGF because the conversations taking place here shape key digital policies for multiple stakeholders,” said Simone Martin-Sulgan, Vice President and General Manager, Flow Trinidad.

“As technology accelerates at an unprecedented pace, we must ensure that innovation strengthens our societies rather than fragments them. The theme, ‘The Innovation Paradox – Balancing Progress with Responsibility and Resilience,’ speaks directly to the work we do every day: building networks that are not only fast and reliable, but secure, inclusive and future-ready.”

Across the Caribbean, the digital divide remains one of the most pressing barriers to equitable growth. Low broadband penetration limits access to education, entrepreneurship and essential services, and that is why we are deeply committed to closing this gap.

Through the Liberty Caribbean Charitable Foundation and initiatives like the JUMP Programme, the company is expanding access to technology, affordable connectivity and digital skills training so that individuals and communities are empowered to participate fully in the digital economy.

Martin-Sulgan further stated “at Liberty Caribbean, we believe progress and responsibility must move in lock step. By investing in resilient networks, inclusive programmes and trusted partnerships, we are helping to build a Caribbean that is innovative, secure and prepared for the opportunities ahead.”

Topics covered during the Forum, with over 140 participants, included “Securing Critical Infrastructure”, Integrating AI into Digital Transformation”, “The Digital Divide”, The Human Cost of Innovation – Mental Health and Well-being in the Digital Age’, and AI, Cyber Resilience and Regional Innovation”.

Focused on the underlying mandate of the Conference theme thought leaders, innovators, policymakers, technologists, researchers, and community stakeholders were invited to explore how countries can evolve boldly without compromising values or long-term stability.

Photo Caption: 

TTIGF – l-r Darren Campo, Regulatory & Compliance Officer; Yolande Agard-Simmons, Senior Manager Communications; and Kevon Swift, Senior Manager Government and Regulatory Affairs of Flow Trinidad in attendance at the Post Event Mixer at Caribbean Telecommunications Union’s Head Office in St Clair, Port of Spain

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Mottley Sworn in After Historic Clean Sweep in Barbados Election

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Barbados, February 12, 2026 – Prime Minister Mia Amor Mottley was this afternoon officially sworn in for a third consecutive term, hours after delivering one of the most emphatic election victories in Caribbean political history — another complete capture of all 30 seats in Barbados’ House of Assembly.

The ceremony, conducted by President His Excellency Lt. Col. The Most Honourable Jeffrey Bostic, marked the formal start of a new administration following the February 11, 2026 general election, which returned the Barbados Labour Party (BLP) to power with a renewed and overwhelming mandate.

In a statement after taking the oath, Mottley said she accepted the responsibility “with humility and resolve,” thanking the people of Barbados for placing their trust in her leadership once again and urging national unity as her government begins its new term. Attorney Wilfred Abrahams was also sworn in as Attorney General.

The result is historic not only for its scale but for its consistency. This is the third straight general election in which the BLP has won every constituency, reinforcing Mottley’s dominance in national politics and extending an unmatched era of one-party control in the modern democratic period.

Voting day unfolded under the watch of a CARICOM Election Observation Mission, led by Antigua and Barbuda’s Supervisor of Elections Ian Hughes and supported by senior electoral officials from Belize and Jamaica. The team engaged key institutions ahead of the poll and monitored the process across the island.

Regional leaders were swift in their congratulations.

Guyana’s President Irfaan Ali described the outcome as “emphatic and historic,” saying the clean sweep reflected how deeply Mottley’s leadership has connected with Barbadians and expressing optimism about strengthening ties between the two countries.

Jamaica’s Prime Minister Andrew Holness also hailed the victory, noting that her re-election provides an opportunity to deepen cooperation within CARICOM and advance shared regional priorities.

The scale of the win again leaves Barbados without a parliamentary opposition, a reality that has become a defining feature of the political landscape since 2018. Supporters argue the repeated mandate reflects public confidence in Mottley’s stewardship of economic reform, climate diplomacy, the transition to a republic, and Barbados’ expanding global influence.

Now, newly sworn in and backed by another unanimous parliamentary majority, Mottley begins a third term with both extraordinary political capital and equally high expectations at home and across the region.

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