{"id":379804,"date":"2021-06-01T09:38:28","date_gmt":"2021-06-01T16:38:28","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=379804"},"modified":"2024-12-03T19:31:03","modified_gmt":"2024-12-04T03:31:03","slug":"business-process-outsourcing","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/solutions\/business-process-outsourcing","title":{"rendered":"Business Process Outsourcing (BPO)"},"content":{"rendered":"

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Supercharge your outsourcing capabilities for exceptional experiences<\/h1>\n

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Get a demo<\/a>Become a partner<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_hidden-md vc_hidden-sm vc_hidden-xs”][vc_single_image image=”536668″ alignment=”center” css=””][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Deliver unmatched BPO service with an industry-first innovation platform<\/h2>\n

Innovation continues to be imperative for Business Process Outsourcers today. The rapid rise of AI has magnified this need, driving BPOs to urgently reduce costs, boost agility, and scale new services effortlessly.<\/p>\n

With Genesys, you can build a platform that accelerates your customers\u2019 digital transformation and AI adoption. Seamlessly scale with outcome-driven solutions and set the standards for delivering unique, scalable experiences.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

\"Unisys2\"
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Play<\/p><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-md-offset-0 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Elevate your customer journey with a true AI-powered experience<\/h3>\n

Deliver exceptional customer experiences with an innovative CX platform, designed to elevate your
\nBPO operation. Empower agents with integrated tools for faster, more efficient interactions across multiple channels, delivering personalised and seamless customer journeys.<\/p>\n

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Streamline operations with native AI capabilities<\/h3>\n

Automate high-volume tasks to free your agents for impactful, personalised interactions that drive satisfaction and loyalty. Scale your operations quickly and efficiently to meet fluctuating demand with a flexible, pay-as-you-go model.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Improve service quality at scale<\/h3>\n

Empower your agents with the best tools at their fingertips. Equip them with auto-summarisation and next-best actions for proactive engagement. Monitor interaction quality in real-time and continuously elevate your service standards. <\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Revolutionise your CX ecosystem<\/h3>\n

Maximise technology investments for exceptional experiences. Seamlessly integrate your contact centre with essential business systems. Use open APIs and integrations to accelerate your go-to-market strategy and achieve faster time-to-value. <\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Scale with confidence through a cloud-native platform<\/h2>\n

Growth is the key to success. Business process and CX outsourcers need a seamless agile solution to stay competitive. With the Genesys cloud-native infrastructure, you can meet fluctuating demands swiftly, onboard new clients with ease, and tactically expand teams without lofty investments. Whether you\u2019re navigating peak season surges or exploring new markets, our solutions offer the flexibility and reliability you need to grow confidently.<\/p>\n

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Make support and uptime reliable<\/h3>\n

Clients require constant availability. Ensure reliable access with 24\/7 customer service, advanced troubleshooting, and comprehensive Service-Level Agreements (SLAs).<\/p>\n

An auto-scaling microservice architecture also enables you to handle demanding workloads, busy seasons, and business growth effortlessly. Focus on the interactions that truly matter and maintain smooth operations during peak times, backed up by a 100% credit guarantee for maximum availability and reliability.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Robust security, compliance, and data privacy<\/h3>\n

Maintaining top-tier security means ensuring your BPO meets global regulatory standards. Genesys achieves this with a defense in-depth strategy, featuring multiple layers of security mechanisms and GDPR-compliant measures.<\/p>\n

Safeguard customer and business data across all operations with external penetration testing, attack defense automation, and TLS\/AES-256 encryption. Maintain privacy and security while delivering exceptional service.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Anticipate and exceed client needs from day one<\/h3>\n

Equip your agents, supervisors, and managers with complete visibility across voice, digital, and social channels. Understand customer needs through real-time speech, text, and sentiment analysis. Deliver proactive support on preferred channels with messaging that truly resonates.<\/p>\n

Transition from manual scheduling to predictive analytics for precise short- and long-term planning. Utilise AI-powered forecasting to analyse patterns and trends, allocate resources efficiently, and foresee demand spikes. Elevate customer satisfaction and loyalty by delivering the right level of support at the right time, every time.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Enhance EX for better business outcomes<\/h3>\n

Empower your team with a unified platform that fuels their success. Leverage AI-powered evaluation to pinpoint employee performance patterns and knowledge gaps.<\/p>\n

Drive continuous growth through personalised learning paths and gamified challenges. Enable employees to track their progress easily on eLearning assignments, coaching sessions, and performance metrics. Cultivate a supportive company culture that promotes a sense of purpose, enhances retention, and drives unparalleled performance.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

\"Transforming<\/div>

AI BPO of the Future<\/h3>\n

Transforming BPOs in an AI world<\/h5>\n

Discover how AI is transforming the BPO industry \u2014 boosting efficiency, cutting costs, and driving innovation. Get your roadmap to becoming an AI-native enterprise.<\/p>\n<\/div>

Get the whitepaper<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column offset=”vc_col-lg-offset-2 vc_col-lg-8 vc_col-md-offset-1 vc_col-md-10 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

See what our customers have to say<\/h2>\n

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\"probe-cx-white-bg-thumb\"<\/div>

\u201cGenesys Cloud is a big winner for us. The platform gets better every year. There are more and more enhancements, and that\u2019s the evolution of cloud-based tech. I think we\u2019ve had a very fruitful relationship with Genesys, which will continue to grow.\u201d<\/p>\n

\u2014 Rohan Khanna, GM Technology, Innovation and Projects, Probe Group<\/p>\n<\/div>

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\"hexaware-white-bg-thumb\"<\/div>

\u201cAs an all-in-one solution, Genesys Cloud offers a simplified user interface. This has enabled us to train our staff more efficiently, which has led to a 7\u20139% service level increase.\u201d<\/p>\n

\u2014 Kalpesh Gandhi, VP of OCX Service Delivery, Hexaware<\/p>\n<\/div>

View story<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]
\"maximus-white-bg-thumb\"<\/div>

\u201cAs a BPO, it\u2019s vital we provide a consistently great experience to our clients\u2019 end customers, while bringing in the project on time and within budget. Genesys gives us that certainty.\u201d<\/p>\n

\u2014 Angela Kovach, Vice President of Cloud Technology, Maximus<\/p>\n<\/div>

View story<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Deliver unified and seamless experiences on a single platform<\/h3>\n

Crafting a seamless and unified experience is a balancing act between security and personalisation. By investing in an all-in-one cloud platform with API-first architecture, you can take that first step to achieve intended scaling with your BPO needs.<\/p>\n

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Call centre software<\/h3>\n

Simplify customer engagement across all channels and manage it all in one place.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Agent Copilot<\/h3>\n

Empower customer service agents with real-time AI assistance for enhanced efficiency and quality in customer interactions.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Integrations and apps<\/h3>\n

Realise cost savings with customisable infrastructure and easy-to-integrate third-party app integrations.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Artificial intelligence (AI)<\/h3>\n

Adding AI in the call centre can automate workflows and conversations, enable smart personalisation and improve efficiency.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Workforce engagement management (WEM)<\/h3>\n

Understand the complete agent experience with an integrated workforce environment.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Predictive routing<\/h3>\n

Automate universal queues to support customers with the right resource or agent.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Employee performance management tools<\/h3>\n

Manage employee development with tools for learning, training, performance management, gamification, and coaching.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Workforce forecasting and scheduling<\/h3>\n

Leverage AI-powered resource management for accurate forecasting and scheduling.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Work automation<\/h3>\n

Automate workflows and eliminate backlogs with configurable, intelligent task routing.<\/p>\n

Learn more<\/div><\/a>[\/vc_column][\/vc_row][vc_row][vc_column]
All capabilities<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%5D”][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Trusted by leading BPOs around the world<\/h3>\n

Empower your employees with omnichannel capabilities to exceed customer expectations.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row r_logo_grid=”yes” content_placement=”middle”][vc_column width=”1\/5″][vc_single_image image=”366375″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”\/customer-stories\/probe-group?cmslangsource=en-sg”][\/vc_column][vc_column width=”1\/5″][vc_single_image image=”533752″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” css=”” link=”https:\/\/www.genesys.com\/en-sg\/customer-stories\/hexaware”][\/vc_column][vc_column width=”1\/5″][vc_single_image image=”520968″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” css=”” link=”https:\/\/www.genesys.com\/en-sg\/customer-stories\/rainmaker”][\/vc_column][vc_column width=”1\/5″][vc_single_image image=”482282″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” css=”” link=”https:\/\/www.genesys.com\/customer-stories\/lighthouse-works”][\/vc_column][vc_column width=”1\/5″][vc_single_image image=”501421″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” css=”” link=”https:\/\/www.genesys.com\/en-sg\/customer-stories\/maximus”][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Related resources<\/h3>\n

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\"2026<\/div>

Ebook<\/p>

Contact centre buyer's guide<\/h3>

Discover how to evolve your customer and employee experiences with the latest AI-powered technologies shaping 2026 with the 2026 Buyer\u2019s Guide for AI and CX.<\/p><\/div>

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\"Contact<\/div>

Ebook<\/p>

Why companies choose Genesys Cloud<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"The<\/div>

Ebook<\/p>

The Genesys Cloud AI progressive adoption model<\/h3><\/div>
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\"Ai<\/div>

White paper<\/p>

AI BPO of the Future<\/h3><\/div>
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Redefine your customer service with your partner for success<\/h2>\n

Experience the future of customer service with Genesys. Elevate operational efficiency, seamlessly unify your systems, and deliver exceptional customer experiences. Accelerate your business growth by exceeding evolving client expectations.<\/p>\n

Schedule a demo today to discover how Genesys can transform your customer interactions and drive superior outcomes.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

Welcome back<\/span> <\/span> <\/span><\/span><\/p>

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