Executive Brief

Five Growth Imperatives for the BPO Industry

The BPO industry has seen two decades of impressive growth. Lower cost aided by an offshore model has been a key driver of the growth agenda. The transition to digital has long been discussed as a challenge to the industry. Covid-19 has just compounded this challenge and there is now an urgent need to transform. The growth opportunities for BPOs are many, but the key imperatives that will drive future growth will be different from the ones of the past.

This Executive Brief provides an overview of five distinct imperatives that will define the growth agenda of the BPO industry.

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.