Business Process Outsourcing (BPO) stories

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

Wipro launches a unified AI-led model to fuse consulting, transformation and operations across people, finance, supply chain and customer work.

Mphasis Q3 revenue rises on AI-led projects as it secures new deals worth USD $428m, boosting growth despite flat sequential profit.

Jack Rankin hails ArvatoConnect’s AI push in Datchet as a way to reshape customer service while keeping skilled jobs rooted in the UK.

UK CFOs are ramping up AI investment and taking charge of digital strategy, betting on productivity gains if tools fit existing finance workflows.

Vertex Group names Puneeta Rajwant to steer India expansion, InfraTech launch and drive its Vertex 2.0 agenda towards INR ₹1,000 crore.

UK firms step up FX hedging as sterling’s sharp swings hit earnings, with more businesses extending hedge lengths and raising cover.

TGT Global has promoted Thaddeus Susara to vice president of channel and strategic partnerships to spearhead a new vendor-focused push.

Aviva extends its tech pact with TCS, shifting another 1.1m UK life policies onto the BaNCS platform to streamline service and costs.

In 2026, choosing a BPO partner means valuing AI adoption, orchestration skills, compliance and proven business benefits over just cost savings.

Agentic AI shifts focus from automation to augmentation, enabling humans and AI to collaborate, enhancing productivity and reshaping future workplaces.

Tech Mahindra launches TechM Orion Marketplace, a platform granting enterprises access to autonomous AI agents for smarter, scalable business automation.

Naluri secured USD $5 million in Series-B funding to expand digital health services into the Philippines and Vietnam, aiming for profitability within a year.

Australian firms face rising IT outages and trust drops, making automation and AI vital for resilience ahead of APRA's CPS 230 compliance by July 2025.

SquadStack.ai has launched a voice-first autonomous AI agent to automate sales, doubling lead connectivity and cutting acquisition costs across various industries.

Qantas has revealed a cyberattack may have exposed personal data of up to 6 million customers, raising serious security concerns during peak travel.

A cyber attack on Qantas highlights the rising threat from sophisticated hackers targeting top Australian brands and their data security.

Symatrix appoints Stacey Thorpe as Managed Payroll Director to drive growth in managed payroll services across the UK and global markets.

Org Group acquires Brussels-based EDR, enhancing its European digital and technology expertise across multiple markets including the UK and France.

South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.