Business process outsourcing (BPO) is a process in which an organization (often referred to as an “outsourcer”) contracts with other companies to perform some of their front or back office functions. For example, a company might outsource their accounting function in a business process outsourcing (BPO) arrangement. BPO companies are considered experts at whatever business process they support, and other organizations often outsource to them in order to tap into this expertise as well as to offload functions that aren't core to their business model.
The contact center industry has many business process outsourcing (BPO) providers and many different options for where services are delivered. Companies can choose to offshore their call center, which means it's located in a different country. This may give businesses access to well-educated labor markets at a lower cost. With near shoring, the business process outsourcing (BPO) provider is still in a different country, but closer to home, making frequent physical visits to the facility more feasible. Onshoring means the outsourcer is in the same country, which is important to many end users.
Businesses can have any number of arrangements with their call center business process outsourcing (BPO) partner. They might give the outsourcer all their call volume and completely shut down their internal call center. Or they might just send their overflow volume to the business process outsourcing (BPO) contractor, essentially using the outsourcer's agents to supplement their own during volume peaks. Organizations might also send their sales calls to their business process outsourcing (BPO) partner and keep their service calls in house.
Business process outsourcing (BPO) can provide companies with the flexibility to shape their service function to meet their business needs, and it's all ultimately enabled by versatile contact center software.
How NICE can help
NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:
CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.
Modern ACD providing digital first omnichannel routing and increased business agility
Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.
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