Trends Report

Say Hello To Insights-Driven BPO

An Evolving BPO Business Model Offers Buyers Opportunity And Choice

September 10th, 2020
Leslie Joseph, Principal Analyst
Leslie Joseph Principal Analyst
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Ian Jacobs , Sukriti Dangi , Bill Nagel

Summary

Business process outsourcing (BPO) vendors are shedding their reputation as an outsourced operational partner and are rapidly recasting themselves as insights, automation, and transformation partners for enterprises on digital and process transformation journeys. This report helps AD&D pros and customer service leaders seeking outsourcing partnerships to understand this evolution and characterizes key differentiators that make a BPO vendor strong in operational excellence and transformation capabilities.

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