Customer Experience BPOs: Trends, Predictions, & Providers

Written by: Charlie Mitchell

Reposted from CX Today

BPOs are under pressure. That’s the narrative swirling the CX space over the past 12 months.

For many, generative and agentic AI technologies pose a significant challenge.

Yet, there’s also an opportunity to embrace them, integrate them into their offerings, and commercialize them in a way that delivers added value to the customer experience.

Many BPOs are doing this while managing more high-value transactions that can’t simply be automated away. Here are some industry trends and market predictions.

Clients No Longer View AI as a Human Replacement

Schwendner: While it is a catchy news headline, our clients no longer view AI as replacing humans. Instead, it’s becoming a force multiplier that supercharges agents with real-time insights, predictive guidance, sentiment analysis, and multilingual capabilities.

The blend of human + AI sets a new standard for speed, accuracy, and personalization in customer interactions.

At Alorica, we’re investing across this spectrum – be it conversational AI with emotional awareness, real-time voice language translation, new ways of handling digital trust & safety, and many others.

Customer Experience BPOs: The Predictions

From rising contact volumes to a change in the term “contact center”, the experts give their CX predictions and how they’ll impact BPOs.

Customer Engagements Will Rise Because of AI

Schwendner: Transactions will increase as a function of AI, not decrease.

As AI enables a greater degree of personalization and ideally, satisfaction with companies, their customers will request and require even more interactions and data points than ever.

As counterintuitive as this sounds, it’s actually something we’ve seen before – be it IVR, chatbots, or any other technological intervention, once implemented both the number of interactions and the complexity of those interactions will increase.

Customer Experience BPOs: The Providers

The customer experience BPO market is jam-packed with possible providers. Below, the four experts highlight what differentiates their brands.

Alorica

Schwendner: Alorica was built and is run by incredibly passionate people with three objectives:

1. Performance – At Alorica, we deliver for our clients, period. Across nearly all our clients, we are ranked as their number one or two provider.
2. Possibilities – We push the boundaries of what’s possible in CX. We’ve won countless awards this year alone for our first-to-market digital solutions. These transformational technologies are increasingly being built into our clients’ systems collaboratively, where we’re not force-feeding technology but unlocking faster, better progress together.
3. People – We are the largest certified minority-owned CX company, and a Great Place to Work certified in most countries we operate, with markedly higher employee satisfaction scores and lower attrition across the entire industry. We invest in our people, supporting their career growth and ensuring we have the best leaders with hands-on experience.