As the world transitions to digitalization, the integration of new technology becomes more of a necessity.
A lot of industries are now testing the waters to find out if these new technologies can be used to improve their processes and integrate them into their operations.
Thus, the emergence of Artificial Intelligence (AI), Machine Learning, and Cloud-Based technologies is to be expected, as they are now significant driving forces pushing for more efficiency in the workplace.
According to a report by Deloitte, an established professional services network based in the U.K., 56% of businesses claim that cloud technology helps them reduce operational costs.
As a matter of fact, one particular sector is at the forefront of this and has greatly benefited from this technological advancement: the Business Process Outsourcing (BPO) industry.
With the power of automation that these technologies can provide, it has made its service cutting-edge, servicing more clients around the world.
Is Cloud-Based BPO the future of Outsourcing? This article will explore its potential, its benefits, and how it is shaping the future of outsourcing in the telecommunications and technology industries.
Understanding Cloud-Based BPO
Cloud-Based BPO, simply put, refers to the outsourcing of various business processes to service providers through cloud-based platforms. These software systems can include the integration of more customer-centric tools like CRM, help desks, and ticketing systems.
Some of the most popular software used are Zendesk, Webex, Zoho Desk, LiveAgent, TalkDesk, GoToConnect, NICE CXone, Bitrix24, Dialpad, Five9, and CallHippo.
This cloud system integration combines the power of advanced technologies like AI and Machine Learning with the flexibility and scalability of cloud computing.
Amazon Web Services, one of the world’s leading cloud service providers, has repeatedly noted that scalability is one of the key reasons businesses choose their service.
Similarly, IDC projected that by the end of 2021, 90% of global enterprises are expected to depend more on a combination of on-premises/dedicated private clouds, various public clouds, and legacy platforms to fulfill their infrastructure requirements.
The Advantages of Cloud-Based BPO
1. Enhanced Flexibility and Scalability
Cloud-Based BPO offers unparalleled flexibility and scalability. Businesses can easily adjust their operations based on fluctuating demands, making it an ideal solution for the dynamic telecommunications and technology sectors.
Whether it’s scaling up during peak seasons or downsizing during lean periods, cloud-based solutions provide the necessary agility. On the other hand, the Uptime Institute stated that 74% of companies maintained their operations despite the COVID-19 pandemic by leveraging cloud systems.
2. Cost Efficiency
Through Outsourcing processes to cloud-based service providers, businesses can significantly reduce their operational expenses. Traditional BPO often requires substantial initial investments in infrastructure, but Cloud-Based BPO eliminates these costs, allowing companies to allocate resources more efficiently. In fact, 75% of all current BPO contracts are already integrating AI or automation technologies, which is an increase from 25% in 2017, based on a report by Gartner.
3. Access to Cutting-Edge Technology
With AI and Machine Learning integrated into the BPO ecosystem, companies gain access to cutting-edge technologies that can optimize various tasks and processes. These advanced tools can analyze large datasets, improve decision-making, and enhance customer experiences. For this reason, according to a report, 85% of executives are expected to make intense investments in AI-related technologies in the next three years.
4. Improved Data Security and Compliance
Cloud-Based BPO service providers implement robust security measures to protect sensitive data. They adhere to stringent compliance standards, ensuring that businesses can confidently outsource critical operations without compromising confidentiality or integrity. Backing up this point is a Cloud Adaptation and Risk report from a reputable computer security company, McAfee, which reveals 52% of companies experience better security in the cloud than their current systems.
Telecommunications
The telecommunications industry, as we know it, is highly competitive and constantly evolving, which is a requirement to service more people.
Cloud-Based BPO solutions offer telecom companies the opportunity to stay ahead in this fast-paced environment.
1. Customer Support and Engagement
With cloud-based AI tools, telecommunications providers can offer personalized customer support and engagement. AI-powered chatbots can address customer queries promptly and efficiently, leading to higher satisfaction rates. In fact, according to a report, 57% of businesses see AI technology as a driving force in providing more personalized customer service.
2. Network Management
Cloud-Based BPO can optimize network management by analyzing data from various sources. Predictive maintenance and network performance insights can help telecom companies ensure seamless connectivity and reduce downtime. Similarly, a report from McKinsey highlighted that predictive maintenance using IoT (The Internet of Things) could potentially reduce costs by 10 to 40%, as well as downtime by 50%. Similarly, a study from Ericsson anticipated that AI-driven network management could reduce network-related outages by up to 15%.
3. Billing and Revenue Management
Cloud-Based BPO streamlines billing and revenue management processes, allowing telecom companies to handle large volumes of transactions accurately and quickly. This leads to improved financial efficiency and reduced revenue leakage.
On the other hand, Markets and Markets, a full-service market research and consulting firm, also projected that the global telecom billing and revenue management market size is expected to grow from an impressive USD 10.8 billion in 2020 to USD 18.0 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 10.8% during the forecast period. In relation to this, the growth is credited to the ability of these systems to handle large volumes of data and transactions efficiently.
Technology
In the technology sector, Cloud-Based BPO presents a host of benefits for software development, technical support, and data management, enabling companies to experience top-notch IT services.
1. Software Development and Maintenance
Cloud-Based BPO enables technology companies to outsource software development and maintenance tasks to specialized providers. This frees up their in-house teams to focus on core innovations and accelerates the time-to-market for new products.
In 2020, according to a report, IT outsourcing spending that includes software development and maintenance reached around $413.7 billion, demonstrating that it can help businesses improve agility and reduce costs.
2. Quality Assurance and Testing
AI-driven testing solutions offered by Cloud-Based BPO providers ensure rigorous and automated quality assurance. This results in more robust products and faster delivery cycles.
Similarly, Capgemini’s World Quality Report 2020–21 found that AI is becoming an integral part of quality assurance (QA) and testing. 86% of respondents expect that AI will play a considerable role in these areas in the next 2–3 years, with Cloud-based BPO providers leading the way in offering AI-driven testing solutions.
3. Big Data Analysis
Cloud-Based BPO’s integration of AI and Machine Learning allows technology companies to harness the power of big data by gaining valuable insights into user behavior, preferences, and market trends, enabling data-driven decision-making.
In fact, an IDC report said that the global data volume was expected to grow from 33 zettabytes (ZB) in 2018 to 175 ZB by 2025. This proliferation of data is also fueling demand for advanced analytics solutions. In preparation, many cloud-based BPO providers are incorporating AI and machine learning capabilities into their offerings to help clients unlock the value of this big data.
Conclusion
Cloud-Based BPO’s significance in transforming the business landscape, particularly in the telecommunications and technology sectors, is now evident.
The consolidation of AI, Machine Learning, and cloud technologies is having an impact on traditional BPO. We can also see that it is revolutionizing it by adding greater efficiency, scalability, and flexibility to the mix.
The capacity to utilize AI-driven tools like advanced data analytics in BPO services has opened the door to a more data-driven decision-making process.
Resulting in effectively mitigating operational costs, improving data security, and offering enhanced customer engagement, which, in turn, leads to a competitive advantage.
It also proves to be a valuable ally for businesses in their pursuit of innovation and market leadership. The transformation in the areas of software development, quality assurance, and big data analysis within the technology sector further demonstrates the potential of Cloud-Based BPO, accelerating efficiency and time-to-market.
However, as with any major industry shift, it’s crucial for businesses to carefully assess their specific needs, current resources, and overall business objectives before deciding on transitioning fully to a Cloud-Based BPO model.
The objective should always be to drive growth, increase resilience, and foster innovation in an increasingly digital and connected world. Changing a working model of your business may otherwise be counterproductive.
