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Business Process Outsourcing (BPO) Stories

American Stories

Business Process Outsourcing (BPO) stories

Vacant roles cost firms USD $14,700 a month, survey finds
Data Protection

Vacant roles cost firms USD $14,700 a month, survey finds

Most leaders say prolonged vacancies are hurting customers and revenue, as a US survey pegs each critical empty post at USD $14,700 a month.

By Karen Joy Bacudo • 4 min read • Last month

Global Stories

Business Process Outsourcing (BPO) stories

Tech Mahindra unveils telco architecture for AI rollouts
Unified Communications

Tech Mahindra unveils telco architecture for AI rollouts

AI pilots in telecoms often stall before production, as fragmented data and legacy systems hinder operators' attempts to automate core operations.

By Sean Mitchell • 4 min read • Last month
TP wins Frost & Sullivan Asia-Pacific customer service award
Customer Relationship Management

TP wins Frost & Sullivan Asia-Pacific customer service award

AI-driven service delivery and stronger client results helped TP secure Frost & Sullivan's top Asia-Pacific customer experience honour.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Tech Mahindra launches AWS centre to scale agentic AI
Manufacturing

Tech Mahindra launches AWS centre to scale agentic AI

The launch targets firms struggling to move AI from pilots into production, with a first UK deployment reporting efficiency gains of about 40%.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Quiq launches Voice Assist for live customer calls
Software-as-a-Service

Quiq launches Voice Assist for live customer calls

The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Australian firms lose work amid skilled staff shortages
Data Analytics

Australian firms lose work amid skilled staff shortages

Australian employers are losing customers and delaying contracts as skilled vacancies linger for weeks, a survey of 214 firms found.

By Sean Mitchell • 5 min read • Last month
Google buys Spirit data for AI training, say executives
Data Protection

Google buys Spirit data for AI training, say executives

The sale has spotlighted a new class of AI training assets, with customer-service records now valued at more than USD $10 million.

By Mark Tarre • 5 min read • Mon, 24th Aug 2026

Stories from Other Regions

Business Process Outsourcing (BPO) stories

Kura appoints Acumen Cyber for round-the-clock monitoring
Data Protection

Kura appoints Acumen Cyber for round-the-clock monitoring

The deal gives the customer experience outsourcer 24/7 threat detection and incident response as clients demand stronger proof of security controls.

By Sofiah Nichole Salivio • 3 min read • Last month
de Novo appoints Lynette Slater as Chief Executive
Software-as-a-Service

de Novo appoints Lynette Slater as Chief Executive

The Welsh digital transformation firm is reshaping its senior team as it expands across public sector and private clients.

By Sofiah Nichole Salivio • 3 min read • Last month
TP opens Johor Bahru operations centre for Singapore
Fintech

TP opens Johor Bahru operations centre for Singapore

Singapore-based clients gain a nearby multilingual support base as TP expands Malaysian operations with a Johor Bahru centre near the border.

By Sofiah Nichole Salivio • 4 min read • Last month
Probe Group wins ISO 42001 AI certification across brands
Data Protection

Probe Group wins ISO 42001 AI certification across brands

Clients in regulated sectors may benefit from lower AI compliance risk after Probe Group completed independent certification across all its brands.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Australian firms lose customers to skilled role gaps
Digital Transformation

Australian firms lose customers to skilled role gaps

Customer service and revenue are taking a hit as Australian employers struggle to fill critical roles, a survey finds.

By Sean Mitchell • 5 min read • Last month
Australian employers lose work amid staffing shortages
Digital Transformation

Australian employers lose work amid staffing shortages

More than a third of Australian employers have lost customers or cut service quality as hiring gaps force them to turn work away.

By Sean Mitchell • 5 min read • Last month
DXC launches AI-led workplace service for employees
Digital Transformation

DXC launches AI-led workplace service for employees

Employees could see fewer support tickets and more uptime as DXC's new service aims to cut workplace complexity without replacing existing systems.

By Sofiah Nichole Salivio • 4 min read • Fri, 28th Aug 2026
The next capability centre won't have more seats-it will have more valuable ones
Data Analytics

The next capability centre won't have more seats-it will have more valuable ones

Smaller firms are adopting micro-GCCs as AI and cloud tools make specialist offshore teams viable without large headcount or campuses.

By Jasjit Singh Anand • 5 min read • Thu, 27th Aug 2026
Crescendo launches AI-native customer experience platform
Software-as-a-Service

Crescendo launches AI-native customer experience platform

Businesses may cut CX stack costs by more than 60% as Crescendo bundles AI agents, ticketing and workforce tools into one platform.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 26th Aug 2026
Australian businesses turn to Revenue-as-a-Service
Software-as-a-Service

Australian businesses turn to Revenue-as-a-Service

With hiring tight and costs rising, firms are outsourcing sales and customer retention to lift revenue without adding permanent headcount.

By Karen Joy Bacudo • 4 min read • Mon, 24th Aug 2026