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BPO Enabling Technology Part II 

  • September 2015
  • -
  • Frost & Sullivan
  • -
  • 19 pages

BPO Enabling Technology Part II : Radically Transforming Client Relationships


This Market Insight is Part II of Frost & Sullivan’s series on the topic of technology- enabled Business Process Outsourcing (BPO). The study’s emphasis is on customer care outsourcing for service, sales and technical support in North America. Consumer behavior is changing at a frenzied pace, and BPO service providers are re-tooling operational processes and investments to manage market challenges. This movement into new realms of specialized expertise signals opportunities for technology investments that could translate into enhanced value creation and a seamless service experience for clients and consumers. In preparing this report, Frost & Sullivan conducted interviews with executives over several months from the following companies:

- Concentrix
- Genpact
- Hinduja Global Services
- Humanify
- Minacs
- SpiceCSM
- Teleperformance
- Transcom

Please note that the insights and opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research and analysis. The expressed insights and opinions do not necessarily reflect the views of the companies cited here. Frost & Sullivan has a global team of analysts and consultants continuously researching a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in growth, innovation, and leadership (GIL).

These companies have a keen eye to the future, and drive innovation that meets future needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and customer experience, and by doing so are growth leaders in their respective industries. Identifying such companies involves extensive primary and secondary research across the entire value chain of specific products and/or markets. Several of the companies interviewed for this Market Insight have recently received Frost & Sullivan Best Practice Awards.

Table Of Contents

BPO Enabling Technology Part II 
Introduction 3
2015-2016 Industry Challenges and Opportunities 4
Omni-channel Engagement: What to Expect6
A New Era of BPO Value Creation 8
Industry Examples9
Concentrix: RenewalsManager®9
SpiceCSM: iPaaS Technology Pioneer10
Genpact: Smart Enterprise Processing (SEPTM) 10
Minacs: Automotive Platform and Sector Expertise 11
Hinduja Global Services (HGS)12
SYKES: TalentSprout and Insight Analytics14
Teleperformance: Industry-leading Security Platform 15
Concluding Remarks17
Legal Disclaimer18
The Frost and Sullivan Story 19

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