The technology advancement is changing the world rapidly. The Artificial Intelligence(AI), Machine learning(MI) & robotics are one of the technologies that change the world. Siri, Alexa & Google Assistant are changing day to day life of everyone. Also, we have seen companies are using AI & MI to increase their efficiency. The manufacturing industry is using robotics to automate all the manufacturing process. According to data, more than 59% manufactures are using some sorts of robotics technology.

Days are gone when outsourcing business operations like back office, inbound & outbound calls, software, AP & AR, etc were just new trends. Now they have become the necessity of business. All businesses want to focus only on their core business & for other operations, they prefer to outsource. For example, Apple only focuses on developing new technology and outsource their manufacturing to China.


Business process outsourcing(BPO) as we know it today originated during the 90s era. Large companies like GE, City bank, GM began to outsource their work to Indian companies typically to reduce expenses & save costs.

Nowadays, most of the businesses are looking for a company which can deliver a business value by using technology as a source of innovations rather than just providing the human resources & infrastructure for project delivery.

Below are some trends that will influence the business process outsourcing industry in future

A. Robotic Process Automation(RPA):

The robotics process automation (RPA) is the new technology which is emerged in the last few years. It will completely change the business process outsourcing industry. BPO service providers are adopting many customize software & cloud-based tools which aid to the automation. RPA is very efficient. It will help the company save cost but will lead to job losses in the business process outsourcing industry.


B. Focus on Communications Tools:

Previously every business process outsourcing company was highly dependent on website & IVR systems for the customer management. But in the 20th century, everyone is on social media & there are also different communications tools like Live chat, Whatsapp, Skype, and others. These tools are changing the customer management & also helping to reach the level of customer delight. Many BPO companies are investing in Live agent services. These customer representatives are able to deal with the customer grievances in real time.


C. IT role in BPO services:

IT has influenced each & every industry. The business process outsourcing industry is not an exception. Many BPO companies are using custom software, portal, business analytics software, process automation software and many more. It helps companies reduce cost & turnaround time for business. It directly helps increase business efficiency.


D. New startups:

Every year millions of startups are getting started globally. They are under pressure to succeed with very few resources that's why they outsource their IT infrastructure, networking, cloud database, software development, etc. It helps them focus on core business operations. But it is observed that most the BPO companies ignore this kind work as the requirement of such players is very small. They prefer to focus on Medium & large organizations.

Suma Soft is an 18 years old legacy delivering quality driven business process outsourcing services to worldwide clients.

To Know more- https://www.sumasoft.com/Business-Process-Outsourcing/