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Hunt continued to highlight the benefit of DISA, comparing it to outdated technology.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

Royal Caribbean Group and Sandals Resorts Announce Landmark Partnership to Accelerate Their Leading Vacation Experiences

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Royal Caribbean Group Investment to Advance Sandals and Beaches’ Growth and Broaden the Group’s Vacation Portfolio

Montego Bay, Jamaica and Miami, September 24, 2026 – Royal Caribbean Group (NYSE: RCL) and Sandals Resorts today announced the signing of an agreement to form a partnership in the all-inclusive resort space with a 50% investment from Royal Caribbean Group.  Building on Sandals and Beaches Resorts’ more than four decades of leadership in Caribbean hospitality, the joint venture will create new opportunities for continued resort growth while broadening the experiences across Royal Caribbean Group’s vacation platform.

The partnership brings together two of the travel industry’s most celebrated vacation companies, pairing Sandals and Beaches’ all-inclusive resort expertise with Royal Caribbean Group’s vacation platform, including industry-leading brands – Royal Caribbean, Celebrity Cruises and Silversea – a portfolio of private destinations, new river cruising offering, and an industry-first loyalty program. United in a shared history in the Caribbean and connected by a love for their communities, the companies will offer travelers an unparalleled collection of cruise, private destination and resort experiences, serving guests across more vacation occasions and establishing their undisputed leadership in Caribbean vacations.

The joint venture expands Royal Caribbean Group into an adjacent vacation category, growing its participation in the approximately $2 trillion global vacation market, and meets the growing global demand for Sandals and Beaches Resorts by accelerating their expansion. The partnership will include Sandals and Beaches’ collection of premier all-inclusive properties across the Caribbean, and the companies will explore opportunities to broaden distribution, deepen guest engagement, and make it easier for travelers to discover vacation experiences offered across both portfolios.

“For nearly 60 years, we’ve reimagined what a vacation can be, constantly expanding the ways we inspire our guests to explore, connect and create lifelong memories,” said Jason Liberty, Chairman and CEO, Royal Caribbean Group. “We have been building a vacation platform that brings joy to millions of people around the world and creates meaningful relationships that last with our guests. Our partnership with Sandals and Beaches Resorts is an important next step on that journey – bringing together two iconic leading vacation companies to further strengthen and grow one of the most admired resort portfolios in the world. The Stewart family has created powerful and beloved brands, and we are honored to build on that legacy. Together, we see tremendous opportunity to expand the reach of Sandals and Beaches Resorts and continue turning the vacation of a lifetime into a lifetime of vacations.”

“My father, Gordon ‘Butch’ Stewart, founded Sandals Resorts with the belief that a company built in the Caribbean could stand on the world stage alongside the most respected names in hospitality. Today is proof of how far that vision can go,” said Adam Stewart, Executive Chairman of Sandals Resorts and Beaches Resorts. “This partnership is the natural next step in building on that conviction. It gives us the ability to grow faster with a partner that shares our values of exceptional hospitality, long-term investment, and the power of enduring brands. Together, we will introduce more guests to Sandals and Beaches Resorts while creating even more extraordinary experiences for those who have made our resorts part of their lives for decades.” Stewart added, “As we continue to grow, we will remain true to what has always defined us: delivering authentic vacations that exceed expectations while creating opportunities for our team members, travel advisor partners and the communities we call home. The future has never been brighter, and I know this moment would make my father incredibly proud.”

The joint venture will be governed by a board under the shared leadership of Stewart and Liberty. Stewart will maintain a leadership role in guiding the company’s long-term strategic growth as Executive Chairman of Sandals and Beaches Resorts. Existing reservations, loyalty programs, resort operations and cruise operations will continue as usual, with the partnership bringing additional resources to support future opportunities.

Under the terms of the agreement, Royal Caribbean Group will acquire a 50% equity interest in Sandals and Beaches Resorts for approximately $3 billion, representing a forward EBITDA multiple of approximately 10x.  Royal Caribbean Group has secured committed debt financing from Morgan Stanley to fund the investment.  The transaction is expected to close in early 2027, subject to customary approvals and closing conditions, and is expected to be accretive to earnings next year.

BofA Securities and PJT Partners acted as financial advisors, and Latham & Watkins and Jones Day acted as legal advisors to the Sandals Group. Perella Weinberg Partners and Morgan Stanley acted as financial advisors and Kirkland & Ellis LLP acted as legal advisor to Royal Caribbean Group.

PHOTO CAPTION: Jason Liberty, Chairman and CEO of Royal Caribbean Group, and Adam Stewart, Executive Chairman of Sandals Resorts, mark the signing of an agreement to form a landmark partnership that expands Royal Caribbean Group into the all-inclusive resort space and supports the future growth of Sandals and Beaches Resorts. The signing took place at Royal Caribbean Group’s new headquarters in Miami, with the city’s skyline in the background.

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Caribbean News

Royal Caribbean Signs US$3-Billion Deal for Half of Sandals and Beaches

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The Caribbean tourism deal first reported as a possibility on Tuesday is now a signed agreement. Royal Caribbean Group plans to pay approximately US$3 billion for a 50% stake in Sandals and Beaches Resorts, putting the value of the business at about US$6 billion. The purchase is expected to close in early 2027, subject to approvals.

Founded in Jamaica by the late Gordon “Butch” Stewart in 1981, the resort business has a presence across nine Caribbean destinations, including Jamaica, The Bahamas and Turks and Caicos. Sandals has described its workforce as nearly 20,000 people, most of them Caribbean nationals.

“My father, Gordon ‘Butch’ Stewart, founded Sandals Resorts with the belief that a company built in the Caribbean could stand on the world stage alongside the most respected names in hospitality,” said Adam Stewart in the announcement carried by PR Newswire. He will remain executive chairman, while the Stewart family retains a stake. The companies say existing reservations and resort operations will continue as usual.

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Pres Ali declares three days of national mourning following MV Barima tragedy July 21, 2026

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His Excellency Dr Mohamed Irfaan Ali has declared three days of national mourning following the tragic loss of lives in the M.V. Barima incident, as the nation continues to grieve alongside the families and communities affected.

The period of national mourning will be observed from Wednesday, July 22, through Friday, July 24, 2026, in honour of the victims of the tragedy. During this time, the National Flag will be flown at half-mast on all Government buildings and other appropriate locations across the country.

As part of the observances, Wednesday, July 22, has been designated a National Day of Prayer. A National Day of Prayer and Remembrance will be held at the Kingston Seawall in Georgetown, bringing together citizens in solidarity to honour the lives lost and offer support to grieving families.

The programme of remembrance will continue with a Night of Reflection and Prayer in Port Kaituma on Thursday, July 23, followed by another observance in Mabaruma on Friday, July 24.

The government is also encouraging religious organisations, civic groups and citizens throughout Guyana to organise candlelight vigils and moments of prayer during the three days as the nation collectively reflects on the tragedy and pays tribute to the victims. The declaration of national mourning underscores the government’s commitment to standing with the bereaved families and affected communities as Guyana mourns one of the country’s most heartbreaking maritime tragedies.

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