A BPO CAN SPIN UP AI-DRIVEN SOLUTIONS QUICKLY... WITHOUT MASSIVE INTERNAL INVESTMENT.
BUSINESS PROCESS OUTSOURCING
BY DAVIT BAGHDASARYAN, KRISP
ILLUSTRATION PROVIDED BY ADOBE STOCK
MOVING TO BPO-HOSTED VOICE AI?
RISKS, REALITY, AND THE PATH FORWARD.
Contact centers are under pressure. Rising labor costs, customer expectations, and global language demands have made voice support the most costly part of providing excellent customer experiences( CXs).
That’ s why, from our day-to-day work and contacts and from our market research, many enterprises see BPO-hosted voice AI as the fastest path to modernization.
In turn, many BPOs view voice AI as a way to strengthen their value proposition. Namely, it helps clients modernize faster while improving efficiency and creating new growth opportunities in an increasingly automated CX landscape.
24 CONTACT CENTER PIPELINE
It’ s not just about noise or clarity. Voice AI today spans conversational agents, real-time translation, intelligent call orchestration, and more. But as our 2025 survey of 819 CX leaders shows, the story is more complicated: and the stakes are high.
THE ADVANTAGES AND THE CATCH
BPOs offer enterprises speed to market. A BPO can spin up AI-driven solutions quickly, offload complexity from IT teams, and deliver results without massive internal investment. That can include everything from deploying digital voice agents to layering in advanced noise suppression.
But the flip side is lock-in. If the BPO is hosting proprietary or generic tools, enterprises risk losing flexibility, paying more, and falling behind when the tech inevitably evolves.
A BPO CAN SPIN UP AI-DRIVEN SOLUTIONS QUICKLY... WITHOUT MASSIVE INTERNAL INVESTMENT.