Customer service outsourcing has never been easy. Economic pressures, regulatory changes, and global events have always kept BPOs on their toes.

AI is accelerating disruption, magnifying long-standing challenges, and creating new risks tied to automation and shifting customer expectations.

The bar for CX continues to climb while AI serves as a catalyst to reinvent work. BPO providers now face pressure from every direction to introduce new service models and tightly align outcomes with client value.

Drawing on interviews with executive leaders in contact center outsourcing, including TP, Concentrix, Expivia, Crescendo, and others, Ian Jacobs, VP and Lead Analyst with Opus Research, explores how forward-looking firms are turning disruption into opportunity.

This report examines how BPOs are making It work, optimizing human-AI collaboration, diversifying services and moving up the value chain, and includes a BPO checklist for AI success.

Featured Research Reports are available for clients and registered users only.

Click Here to View the Report Summary

For more information on becoming an Opus Research client or to purchase the report, please contact Peter Headrick (pheadrick@opusresearch.net, +1-415-505-2511).

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