The document discusses how technology is changing the business process outsourcing (BPO) industry. It outlines several technologies that are being integrated into BPOs, including cloud computing, social media, process automation software, and data mining. These technologies allow BPOs to become more cost-efficient and add value through services like data analysis. Process automation in particular can reduce labor costs by completing work faster than human employees. It is expected that more technologies will be adopted by BPOs to further reduce costs, which is important as the global economy experiences difficulties.

1. 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.
Some of the Technological Innovations in the BPO Industry
Advent of Next-generation Technologies: 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.
Acelerar White Paper Jan 2013

2. Acelerar White Paper
Process Automation Systems and Software: 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.
Data Mining: 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.
Expectations in the Near Future
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.
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