Acelerar White Paper

Technologies that are Changing BPOs

The Business Process Outsourcing (BPO) industry as we know it today, has grown from its

humble roots in the 1940s to being an integral part of almost all businesses. With technology

growing from strength to strength, the BPO industry too has seen its share of changes. IT remains

the biggest player in the BPO industry. The advent of newer technologies such as cloud

computing, social media platforms, data mining, and process automation software has made it

possible for BPOs to become more cost-efficient and add value to their services. BPOs are also

utilizing emerging business process services that make it possible to integrate process work

carried out by humans along with automation through platforms and enablers.

IT has a huge impact on delivering services as well

as the platforms that support them. A well-designed technological architecture can reduce costs

and eliminate redundancy and excess in the systems environment. This standardizes the

technological framework throughout the organization, which speeds up the delivery of vital

projects and services. In the last few years, the IT industry has seen the arrival of many next-

generation technologies that are now being translated into applications across industries and

businesses. Innovations such as cloud computing, social media platforms, process automation

softwares, and advancements in business analytics software are being integrated into the BPO

industry. This has had far-reaching effects on many aspects of the business, especially business

processes related to service delivery. These innovations are helping BPOs evolve into more cost-

efficient systems.

Some of the Technological Innovations in the BPO Industry

Advent of Next-generation Technologies:

Acelerar White Paper Jan 2013

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Process Automation Systems and Software:

Data Mining:

Expectations in the Near Future

Process automation is yet to catch on in the BPO

industry. This is primarily due to the dominant role of offshore operations, which could be termed

one of the biggest operational aspects in a BPO. However, with economic conditions being what

they are, offshore running costs have increased and are not expected to subside any time soon. In

such an environment, an upward spike in process automation is expected. For instance,

programs that can handle accounting and finance are expected to reduce the need for human

resources, especially in the back office. This has many advantages; the most important one being

that irrespective of increase in the work load, businesses do not have to pay the BPO for putting

more employees on the payroll. Automated systems can be programmed to complete three

months' worth of work done by employees, in a few weeks.

This is a trend with immense potential for future businesses. BPOs work with

massive volumes of data. This can be translated into information that can help organizations run

their businesses better and improve on their existing operations. Call centers and their clients

churn out large volumes of big data, which could have several potential applications. Proper

interpretation of this information by using the BPO's expertise and insight can lead to endless

opportunities for business development. In essence, a BPO can use data mining to not only

deliver services, but also add value to a client's business by analyzing data and providing insights

into how the business can be run better.

There are many more technological advancements that are being integrated in multiple ways into

the BPO industry. With the global economy in the throes of a crisis, it has become even more

important for industries and businesses to evolve into cost-efficient systems. Given that reducing

additional costs is the need of the hour, it is expected that more technologies will be introduced

into the BPO industry.

Acelerar White Paper