Business Process Outsourcing organizations find themselves in a unique position. With more companies shifting their resources and customers increasing expectations for good service, the BPO provides a compelling solution for contact center management. However, increased demand for BPOs must be met by systems that optimize the entire customer experience.

Every BPO needs some help with change management and governance. Most BPOs also need help with streamlining their access systems. Anything that reduces manual effort and automates process will help them better serve their customers. Such multi-tenant capabilities are increasingly expected in the BPO industry: even saving a few seconds on a customer call can mean everything when managing multiple customer accounts.

To improve the experience for their customers, some BPOs are using customer intelligence platforms to analyze voice of the customer data, much of which flows through the contact center daily. From phone calls to emails to chats, omnichannel contact centers are central repositories of a wealth of customer knowledge. However, accessing and analyzing this data can be tricky.