To revolutionize customer experiences, it's important for BPOs and contact centers to leverage advanced technologies like artificial intelligence, machine learning, and robotic process automation to streamline their operations and improve overall efficiency. By doing so, they can automate repetitive tasks, reduce errors, and increase productivity. This allows them to handle the high volume of customer interactions and meet the increasing expectations of customers across various industries such as retail, manufacturing, healthcare, financial services, travel and hospitality, and more.

By embracing digital transformation and implementing an end-to-end conversational automation platform, BPOs, and contact centers can enhance customer experiences, improve CSAT scores, drive digital sales, streamline customer support processes, and optimize operational costs. This positions them to stay competitive and meet the evolving needs of their clients and customers.

During this session, we will touch upon the following:

• How does improving operational efficiency in BPOs contribute to achieving higher margins and better profitability?


• How can in-call guidance help improve agent performance in BPOs and contact centers?


• How does poor follow-through on promised commitments during customer calls impact customer satisfaction scores and the ability of BPOs to differentiate themselves from competitors?


• How does an automated quality and performance management feature provided by a conversational automation platform help reduce costs, improve agent performance, and ensure compliance in BPOs and contact centers?


• How can the utilization of predictive analytics in BPOs and contact centers contribute to improving sales effectiveness, gaining insights into trends, and identifying points of friction?

How critical of a role do you see that, AI-infused predictive analytics can play for instance with Propensity models/ Risk models, etc. for your end-customers’ use-cases where the R&P model depends on Conversions?