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Hunt continued to highlight the benefit of DISA, comparing it to outdated technology.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

Caribbean News

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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Liberty Caribbean Committed to ‘Elevating Region’ at CANTO  

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Simone Martin-Sulgan, Vice President and General Manager, Flow Trinidad & Tobago

Liberty Caribbean is Diamond Sponsor of CANTO Connect 2026 and 42nd AGM

 

Port of Spain, TRININDAD & TOBAGO (February 1, 2026) — Liberty Caribbean, the operators of Flow. Liberty Business and BTC, has reaffirmed its commitment to turning regional connectivity into measurable economic and social outcomes as Diamond Sponsor of CANTO Connect 2026 and its 42nd Annual General Meeting.

CANTO is the leading regional body that brings together telecommunications operators, ICT providers, regulators, governments, and industry partners to support the development of the Caribbean’s digital and communications landscape.

Simone Martin-Sulgan, Vice President and General Manager, Flow Trinidad & Tobago delivered the sponsor’s address on behalf of Liberty Caribbean.

“The work of laying fibre and lighting towers is done; connectivity is now our foundation,” she said.

“The real task before us is to translate that foundation into innovation, productivity and prosperity for our people. Intelligent connectivity, such as networks designed for 5G, AI and IoT, will be the platform for smarter public services, more resilient systems and scaled opportunities for Caribbean entrepreneurs.”

Martin-Sulgan emphasised that infrastructure alone will not deliver sustainable progress.

“Digital progress must become digital prosperity. That means creating career pathways for young people, helping local businesses scale and ensuring citizens across our communities can fully participate in the digital economy. A connected Caribbean should also be a confident, creative and globally competitive Caribbean,” she said.

Liberty Caribbean is represented by a senior delegation at CANTO Connect to support the conference objectives of aligning policy, investment and execution across the region under this year’s theme ‘Elevate the Caribbean – From Connectivity to Global Competitiveness’.

Liberty Caribbean’s delegation includes Inge Smidts, Chief Executive Officer; Desron Bynoe, VP and General Manager, Flow Barbados; Susanna O’Sullivan, VP and General Manager, North Caribbean; Marilyn Sealy, Senior Director, Head of Communications; Dominic Boon, VP, People; Daniel Neiva, Chief Commercial Officer, B2B; Bradley Ramcharan, Director, B2B, Trinidad & Tobago; Yolande Headley, Country Manager, Dutch East Caribbean; and Jade Reymond, Country Manager, Flow Anguilla.

Martin-Sulgan thanked CANTO’s local secretariat for convening the forum and urged delegates to convert conversation into action.

“If we align policy, capital and capability, the Caribbean can move from connectivity to competitiveness. Liberty Caribbean will continue to invest in resilient networks, nurture homegrown talent and partner to deliver measurable social and economic value across our markets,” she said.

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Adam Stewart named CNW’s Businessman/Philanthropist of the Year for 2025

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Executive Chairman of Sandals Resorts, Adam Stewart, has been named Businessman/Philanthropist of the Year for 2025 by the regional news publication, Caribbean National Weekly (CNW).

The publication recognised Stewart for his leadership in hospitality, his ongoing investments in regional tourism, his steady crisis response and his philanthropic work throughout what it described as a year filled with both remarkable achievements and significant challenges.

CNW highlighted how 2025 saw industry recognition for Stewart, major announcements of multimillion‑dollar developments across his all‑inclusive luxury resort brands and an invitation to join the prestigious Wall Street Journal CEO Council.

But the publication said his impact extended well beyond business milestones.

“In 2025, the Executive Chairman of Sandals Resorts didn’t just guide his iconic hospitality empire through crisis – he used its scale and influence to help shape Jamaica’s rebound and lay groundwork for future regional growth,” CNW wrote.

The defining moment, it said, came in late October when Hurricane Melissa caused severe damage to parts of Jamaica’s tourism infrastructure. Stewart responded by leading transparent communication with global travel advisors, partners and team members, and made a landmark pledge, that 100 per cent of Sandals and Beaches employees would remain on payroll and receive Christmas bonuses, even at resorts temporarily closed for extensive restoration and upgrades. The company also committed more than US$3 million in staff recovery aid, providing direct support to families affected by the storm.

CNW further highlighted the work of the Sandals Foundation under Stewart’s guidance, noting record levels of community engagement and targeted disaster‑recovery support in healthcare, livelihoods and the environment.

In response to the honour, Stewart said he was “deeply humbled” to receive the Businessman/Philanthropist of the Year recognition and expressed his gratitude to his teams and partners for their dedication during an extraordinary year.

“This award reflects far more than any one individual. It is a direct result of people showing up every day for their communities and believing business is a force for good. It belongs to the extraordinary teams who carry our shared vision forward – especially the Sandals Foundation, whose work continues to create lasting change across education, health care, disaster relief and environmental stewardship,” Stewart stated.

“To every colleague and partner who helps bring this mission to life – thank you for your commitment, heart and belief.”

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