Business process outsourcing (BPO), or the contracting of certain tasks and roles to a third-party service provider, is growing exponentially, projected to reach a $209.4B worldwide market value by 2017. Supporting a wide range of industries for a number of different services, BPO for the call center sector is expected to grow tremendously over the next few years as businesses look to outsource their telemarketing and customer support functions to place a greater focus on their core competencies. And as demand for call center outsourcing continues to grow, these BPOs must ensure they have the technology and resources in place to effectively meet the growing needs of their current and potential clients—but many are still running their call centers on outdated, on-premise technology that is limiting their ability to efficiently manage their customer base.
