Business process outsourcing is one of the most powerful tools in any company’s kit if they’re looking for rapid scale, innovation, and growth. According to Grandview Research, the market for BPO solutions will reach a value of $525.2 billion by 2030, and one particular area of process outsourcing is gaining particular attention.
CX Outsourcing involves delagating a range of customer service and experience-focused tasks to leading BPO companies. Increasingly, these BPO brands, including market leaders like Alorica, Teleperformance and TTEC, are helping companies to thrive in a demanding CX environment.
Of course, for these brands to deliver the right results to their customers and end clients, they also need access to the right CX technology. The following vendors offer some fantastic solutions for BPO innovators.
Calabrio
Allowing Business Process Outsourcing companies to access more of the tools they need when offering sensational CX services, Calabrio is paving the way to innovative insights. Calabrio’s easy-to-use and intuitive technology helps BPOs identify potentially dissatisfied customers for clients and pinpoint potential areas for improvement.
The company’s incredible approach to in-depth analytics and custom dashboards ensures that business leaders can measure critical KPIs, including Net Promoter Score and customer sentiment. Through tools like Calabrio One, BPOs gain access to a comprehensive agent and customer engagement suite, ideal for tracking employee performance and customer satisfaction.
Avaya
Innovative and easy to use, Avaya’s technology for the cloud contact centre is helping leading brands achieve exceptional results in the digital era. With OneCloud CCaaS, Avaya ensures Business Process Outsourcing companies can stay ahead of the curve, giving their customers more in-depth insights into customer sentiment in a cloud-based environment.
Avaya’s OneCloud technology supports Gartner Magic Quadrant BPO leader Atento in delivering better results for clients through artificial intelligence and flexible cloud-based environments. With this flexible cloud-based solution, BPO companies can make the most of the extensive amounts of data they collect in the CX landscape each day.
Talkdesk
One of the leading contact centre providers offering specialist solutions for the outsourcing market, Talkdesk is a clear innovator. The company provides the agility business leaders in the BPO space need to support clients in the age of always-on support. An end-to-end solution from Talkdesk promises business continuity across every channel and a comprehensive omnichannel approach to service and support.
Companies leveraging Talkdesk have access to endless innovative tools in one convenient environment, from call recording for compliance purposes to AI analytics and IVR/ACD components. It’s even possible to leverage a host of powerful integrations to top business tools and integration builders for custom connections.
Genesys
Genesys specializes in offering flexible, scalable, and powerful solutions for customer experience and engagement, making it an excellent partner for BPO brands. The Genesys ecosystem allows BPOs to empower their customers with extraordinary omnichannel experiences while ensuring agents can work from anywhere and even offer around-the-clock service.
As a highly adaptable environment for customer experience, the Genesys ecosystem ensures BPOs can access all the tools they need to keep agents engaged, modernise the customer experience, and take advantage of new technology innovations as they emerge. Genesys can even help BPOs to transition more seamlessly to outcome-driven pricing models.