Strategic Performance and Operational Drivers
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Achieved a sixth consecutive quarter of double-digit revenue growth, driven by a ‘flywheel’ effect where operational outperformance leads to rapid market share gains from traditional BPO competitors.
Surpassed the $100 million annual revenue target for the HealthTech vertical, reaching $114 million through purely organic growth and expansion with large payers and specialty providers.
Formalized a strategic partnership with Sierra AI to deploy AI agents that achieve resolution rates exceeding 20% to 40% while maintaining customer satisfaction scores on par with or exceeding those of human agents.
Demonstrated a ‘land and expand’ model where leading with AI solutions (e.g., BJ’s Wholesale) serves as a Trojan horse to subsequently win traditional human agent business.
Leveraged a world-class employee net promoter score of 82 to create a competitive moat, asserting that high employee engagement directly correlates to the company’s ability to outperform peers operationally.
Successfully transitioned the perceived threat of AI into a growth vector by using AI agents to capture previously unhandled call volume and convert it into incremental sales opportunities for human agents.
Fiscal Year 2027 Outlook and Strategic Priorities
Guidance for FY27 assumes 9% to 11% revenue growth, supported by a strong pipeline in HealthTech and the rapid deployment capabilities of AI agent solutions.
Management expects adjusted EBITDA margins to return to expansion in Q1 FY27 following temporary margin pressure from new client implementation costs and geographic work shifts.
Anticipates that AI agent deployments will reach full scale significantly faster than traditional human agent ramps, potentially shortening the timeline from contract win to revenue recognition.
Strategic focus remains on shifting delivery to high-margin offshore regions (currently 50% of revenue) and expanding digital/omnichannel services which now represent 82% of total revenue.
Normalized tax rate is projected to stabilize between 20% and 22% for the coming year, following one-time discrete benefits in the current period.
Structural Adjustments and Risk Factors
Recorded $2 million in lease termination and severance expenses related to a strategic structural shift of work from nearshore to offshore delivery centers.
Noted a temporary headwind from higher fuel prices impacting utility and transportation expenses, particularly within offshore operations.
Exited ’emerging growth’ status after five years as a public company, initiating the SOC certification process for financial reporting and disclosure controls.
Renewed revolving credit facilities with HSBC through October 2029, providing $76 million in total capacity to support growth initiatives.
