Points of View

BPO on the Brink of a New Generation: Technology Transformation

Mar 11, 2014 Phil Fersht

The old way of doing business process outsourcing (BPO) is fast running out of steam in today’s maturing business environment. Half of today’s BPO engagements are essentially reproducing the same processes for their clients that they were managing pre-engagement, merely at lower cost, through the use of labor arbitrage. While processes have been selectively improved at a function-point level, there has been minimal transformational impact for most buyers in improving these processes, or making investments in talent, technology tools or platforms that can generate meaningful new efficiencies or innovations. 


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