Sanas filed the lawsuit in July 2025, claiming “theft of intellectual property”, which it alleges led to the development of the Krisp AI Accent Conversion solution, released in April 2025.

The technology converts the accent of a speaker in real-time. It is widely deployed by contact center outsourcing companies, and Sanas had a monopoly on the market until Krisp’s entrance.

Yet, Krisp has already started to win big business from Sanas, thanks to the global proliferation of its noise cancellation software and contact centers eager to trim their tech stacks.

For instance, Krisp has swooped for one of Sanas’ biggest customers: Everise, which employs over 28,000 agents worldwide.

However, amid this battle, Sanas called foul play, accusing Krisp of infringing four Sanas patents, stealing trade secrets, and failing to disclose Sanas’s contributions in two of its own patents.

If upheld, the claims could make Sanas a co-inventor and co-owner of those patents.

Yet, Krisp has now submitted a formal response denying the claims and a countersuit alleging patent infringement and unfair competition by Sanas.

In addition, it suggests that “Sanas’ claims are entirely without merit,” and that its accent conversion technology was “developed independently over several years.”

While Krisp does acknowledge engaging with Sanas across 2021-2022, it alleges that the encounters were “brief” and “unproductive”.

Contrary to the Sanas’ account, the vendor notes that Sanas “never shared its technology or provided confidential information.” That’s despite Sanas claiming the two vendors had set up a Slack channel to act as a “forum for the technical exchange of information.”

As written in a Krisp blog post, Davit Baghdasaryan, Co-Founder & CEO of Krisp, added: “Sanas’ claims are without merit and appear to be an attempt to slow down a stronger competitor through litigation.

Krisp’s Accent Conversion technology was developed entirely in-house following years of research and development, and Krisp is confident in the strength of its independently-developed technology.

“We will defend the hard work and innovation of our team,” concluded Baghdasaryan.

The Countersuit

Alongside the move to dismiss Sanas’ claims for trade secret misappropriation and co-inventorship, Krisp Technologies has confirmed a countersuit.

The suit against Sanas flips the script with Krisp alleging patent infringement and unfair competition.

Indeed, it suggests that after discussions between the two companies ended, Sanas reproduced Krisp’s patented noise cancellation technology to win over its customers, offering it for “free” to target Krisp customers and promote its accent translation product.

The Technology

Accent “translation” or “conversion” technology has proven a hot topic of conversation in the contact center space over the past 12 months.

While, as of 2024, 12 of the top 20 global customer service BPOs have deployed the technology, it’s not without its detractors.

Indeed, by changing the accents of agents when they interact with customers from other countries, some have suggested that BPOs are playing into racism.

For instance, Teleperformance caught flak for using the technology to neutralize the accents of its Indian contact center agents, despite paying Sanas a reported $13MN to implement the technology.

However, Thomas Mackenbrock, Deputy CEO of Teleperformance, defended the deployment, stating:

This creates more intimacy, increases customer satisfaction, and reduces the average handling time: it is a win-win for both parties.

Additionally, some end-users have secured up to 12 percent reductions in average handling time (AHT), 15 percent hikes in first contact resolution (FCR), and 20 percent gains in customer satisfaction (CSAT) post-implementation.

A misread disclosure, a missed verification, or a skipped line in a script can put organizations at serious risk.  

That’s why real-time compliance monitoring is moving up the agenda. It is no longer a nice-to-have but a must-have for frontline defense.  

In a discussion with CX Today, Thor Mitskog, President at Cyber Acoustics, explained how the enhanced scrutiny surrounding compliance and security has made audits a critical part of the contact center space.   

“Clients conduct them, call centers conduct them, and they all feed into continuous learning and improving KPI scores.  

“If you don’t have the right tools, you can’t make those improvements in real time.”

Real-Time Compliance in Practice  

Today’s monitoring environment goes well beyond after-the-fact call reviews.  

Real-time transcription, keyword spotting, and coaching tools can flag issues as they happen – ensuring agents deliver the correct disclosures and appropriately handle sensitive data.  

However, while most of this innovation is happening in software, Thor pointed out that hardware plays an equally vital role.   

“If the headset isn’t delivering a clean audio stream, then the software’s alerts, analytics, and QA processes won’t be accurate,” he said. “Garbage in, garbage out.”  

To close this gap, Cyber Acoustics has developed Agent Assist, a patented hardware solution designed to modernize compliance monitoring.  

The idea builds on a practice that dates back nearly 40 years: plugging a second headset into an agent’s line via a Y-cable so a coach or auditor could listen in.  

“That old technology was limited and only used during audits,” Thor explained.  

“What we’ve done is take that concept, bring it up to today’s standards, and make it something you can use every day.”

Agent Assist allows supervisors, auditors, or even clients to monitor calls in real time – not just one or two agents, but entire campaigns.  

Why Now?  

The timing is significant. Remote and hybrid work environments have stretched compliance oversight, while regulators in finance, healthcare, and insurance have tightened their requirements.  

Meanwhile, Fortune 500 enterprises are raising expectations for audio quality and coaching support, forcing BPOs and outsourcers to keep up or risk losing business, as Thor explains:  

“For Tier one clients, the expectation is clear calls, no background noise, and tools that help make continuous improvements.  

“If you don’t have them, you’ll be left behind. Expectations are only rising.”  

Hardware as the Foundation  

Software providers may promise real-time analytics, but if the hardware fails, everything downstream does too.  

Thor draws the analogy with outdated computers:  

“I’ve seen call centers use 15-year-old PCs. Software developed two or three years ago wasn’t designed to run on platforms that old”

“It’s the same with headsets. If the microphone is broken, crackly, or picks up extra noise, then all those expensive software tools are going to deliver a bad experience.”  

That’s why Cyber Acoustics has focused on building USB digital headsets that process noise reduction locally, on the device itself.  

By handling noise suppression in hardware, they minimize the risk of missed keyword triggers, false alerts, and failed audit trails.  

Industry Adoption  

While Thor declined to name names, he confirmed that adoption is growing across multiple verticals: from financial services and healthcare to travel, entertainment, and hospitality.  

What they all have in common is environments where compliance is high-stakes.  

“Clients are seeing our tools demonstrated at call centers and quickly adopting them because they solve real problems,” he said.  

What’s notable, he added, is that Cyber Acoustics has positioned its premium headsets at a price point equivalent to mainstream competitors – making compliance-grade audio clarity and real-time monitoring accessible to the mass market, not just high-budget operations.  

Compliance as a Daily Discipline  

The lesson is clear: compliance isn’t a quarterly audit exercise anymore; it’s a daily discipline, built into every call, every disclosure, and every coaching session.  

And while software has transformed the monitoring landscape, hardware still provides the foundation.  

“Having good hardware will translate to better software and a better overall experience,” Thor argues.   

“Clients need to focus on the hardware component, not just the software tool, because it makes a world of difference.”

For CX leaders in regulated sectors, the compliance equation is shifting.  

Real-time monitoring is no longer optional, and the devices agents wear on their heads could prove just as important as the analytics platforms in the cloud.  

To find out more about Cyber Acoustics and its President, Thor Mitskog, you can watch his exclusive interview with CX Today here.  

For more information on the company’s headsets, check out this story on CX Today or visit the Cyber Acoustics website. 

For many, generative and agentic AI technologies pose a significant challenge.

Yet, there’s also an opportunity to embrace them, integrate them into their offerings, and commercialize them in a way that delivers added value to the customer experience.

Many BPOs are doing this while managing more high-value transactions that can’t simply be automated away.

Against that backdrop, experts from four prominent BPOs participated in this month’s roundtable. They are:

• Max Schwendner, Co-CEO of Alorica
• John Abou, President of TTEC Engage
• Gurpal Singh, Global Chief Operating Officer at Startek
• Jamie Timm, Chief Delivery Officer at TELUS Digital Solutions

Below, they dive into key industry trends and predict the market’s future.

Customer Experience BPOs: The Trends

Unsurprisingly, one topic dominates: AI. Yet, each expert offers a different take.

Clients No Longer View AI as a Human Replacement

Schwendner: While it is a catchy news headline, our clients no longer view AI as replacing humans. Instead, it’s becoming a force multiplier that supercharges agents with real-time insights, predictive guidance, sentiment analysis, and multilingual capabilities.

The blend of human + AI sets a new standard for speed, accuracy, and personalization in customer interactions.

At Alorica, we’re investing across this spectrum – be it conversational AI with emotional awareness, real-time voice language translation, new ways of handling digital trust & safety, and many others.

Clients Are Taking a Staged, More Thoughtful Approach to AI

Abou: Implementing AI in a dynamic customer experience environment is much harder than many originally thought.

A year ago, companies rushed in thinking it was a plug-and-play solution. What we, at TTEC, are now seeing, and what we hear consistently from clients, is that AI requires far more than a switch-on. It needs clean data, curated knowledge bases, new operating models, and clear guardrails.

Many businesses are pausing, even walking back, to build the right foundations before scaling.

The trend is less about racing to deploy AI and more about taking a staged, thoughtful approach, building strong foundations so that AI enhances associates’ work and improves customer experiences rather than creating new frustrations.

BPOs Are Becoming More Strategic Partners

Singh: Hybrid AI–human operations are moving from pilots to production. Agent copilots, real-time guidance, and automated after call work (ACW) are proving effective at reducing cognitive load, shrinking time to proficiency, and improving consistency across teams.

It’s not bots versus people; it’s orchestration. Automation handles repetitive steps, surfaces context, and flags risk; people bring empathy, judgment, and brand voice to resolve nuanced situations and strengthen loyalty.

Signal-driven operations enable proactive care. Early warning indicators and intent detection trigger outreach before a ticket exists, reducing avoidable contacts and protecting revenue.

BPOs are boosting these strategies, ensuring responsible design becomes operational. Governance, data security, and explainability are embedded into playbooks and QA, ensuring compliant scale without sacrificing customer trust.

Agentic AI Is Transforming the BPO Space

Timm: Unlike GenAI assistants that require user prompts, agentic AI assistants act autonomously, setting their own tasks based on goals.

The technology has significant internal applications for BPOs, from streamlining repetitive and routine workflows, tasks, and decisions to providing live coaching and support for human agents.

Specifically, agentic AI can perform repetitive tasks such as data entry or updating CRM records, and routine decisions like classifying tickets, routing calls, and applying compliance checks.

Also, it proactively manages workflows by monitoring queues, predicting workload spikes, and suggesting staffing adjustments.

Agentic AI applications enable BPOs to move beyond reactive support toward proactive engagement, anticipating customer needs, resolving issues before they surface, and offering timely recommendations.

Finally, this is not about replacing humans, but instead enabling them to focus on what they do best. The future of CX is autonomous, intelligent, and above all, human.

Customer Experience BPOs: The Predictions

From rising contact volumes to a change in the term “contact center”, the experts give their CX predictions and how they’ll impact BPOs.

Customer Engagements Will Rise Because of AI

Schwendner: Transactions will increase as a function of AI, not decrease.

As AI enables a greater degree of personalization and ideally, satisfaction with companies, their customers will request and require even more interactions and data points than ever.

As counterintuitive as this sounds, it’s actually something we’ve seen before – be it IVR, chatbots, or any other technological intervention, once implemented both the number of interactions and the complexity of those interactions will increase.

Clients That Embrace Predictive & Proactive CX Engines Will Win

Abou: Contact centers sit at the crossroads of every customer interaction, gathering invaluable data on behaviors, preferences, and pain points.

With the right AI-driven analytics, that intelligence will fuel everything, from how brands service customers, grow revenue, manage supply chains, and shape future products.

With that backdrop, here’s the prediction: the future of customer experience will be defined by the ability to anticipate customer needs and deliver seamless technology-enabled experiences that feel human even when they are not.

The companies who win will be those who turn their CX operations into predictive, proactive engines of growth, anticipating customer needs, solving problems before they arise, and building trust through authentic, empathetic interactions.

Customers will expect companies to understand them so well that brands proactively solve problems before they arise.

AI can deliver the intelligence, but the real advantage lies with organizations that balance it with an authentic human connection.

Contact Centers Become Experience Control Rooms

Singh: Forget the term “contact center”, embrace “experience control rooms”. In these control rooms, associates work with copilots, most non‑value tasks are automated, and leaders manage by early signals to predict, prevent, and then resolve issues.

That’s the headline. But, here are three more takes:

1. Success Metrics Will Shift – Beyond handle time, clients will prioritize effort reduced, emotion managed, and revenue protected, aligning incentives to outcomes that matter for customers, employees, and the business.
2. Journeys Turn Event‑Driven and Proactive – Triggered interventions and next‑best‑action engines orchestrate care across channels, reducing friction and strengthening retention at key moments.
3. Commercial models evolve – Outcome‑based partnerships expand, tying fees to retention, NPS, or revenue protection; sustainability and ethical CX weigh as strongly in partner choice as price.

Expect Challenges Before Realizing Long-Term AI Benefits

Timm: While AI holds tremendous promise, there will be transition period before it is fully integrated, which could bring challenges before its long-term benefits are fully realized.

Today, there’s a proliferation of niche, AI-based tools that, although helpful, add complexity to the agent desktop, alongside unifying platforms that bring together multiple data feeds.

The ultimate goal is to provide a single pane of glass that gives agents a clear, consolidated view of the customer, the tools to act, and real-time insights to guide them.

Over time, AI will manage many interactions, with human agents intervening where higher judgment is required and increasingly taking on “managing the agent” responsibilities.

Companies must invest in continuous training and upskilling so agents can apply AI expertise and human judgment effectively.

Customer Experience BPOs: The Providers

The customer experience BPO market is jam-packed with possible providers. Below, the four experts highlight what differentiates their brands.

Alorica

Schwendner: Alorica was built and is run by incredibly passionate people with three objectives:

1. Performance – At Alorica, we deliver for our clients, period. Across nearly all our clients, we are ranked as their number one or two provider.
2. Possibilities – We push the boundaries of what’s possible in CX. We’ve won countless awards this year alone for our first-to-market digital solutions. These transformational technologies are increasingly being built into our clients’ systems collaboratively, where we’re not force-feeding technology but unlocking faster, better progress together.
3. People – We are the largest certified minority-owned CX company, and a Great Place to Work certified in most countries we operate, with markedly higher employee satisfaction scores and lower attrition across the entire industry. We invest in our people, supporting their career growth and ensuring we have the best leaders with hands-on experience.

TTEC

Abou: TTEC stands out for helping clients navigate this transition by marrying decades of CX expertise with the best digital enablers, ensuring AI delivers real value.

At TTEC, we don’t just implement AI; we understand how to align it with employee workflows, customer expectations, and business outcomes.

Our expertise spans both sides of the equation: enhancing the employee experience with AI-driven associate assist tools, and improving the customer experience through real-time insights, advanced analytics, and multilingual support.

We bring a global footprint, deep industry knowledge, and trusted partnerships with leading technology providers. The result is a partner who doesn’t just bolt on new tools but helps clients thoughtfully reimagine their operations—balancing efficiency with humanity.

Startek

Singh: Startek focuses on digital-first, people-centric delivery, blending automation with seasoned operators to drive speed, quality, and cost outcomes while preserving empathy and brand tone across every channel. In addition, we, at Startek, provide:

1. Scale and Governance – We operate across 13 countries with approximately 40,000 associates and run Centers of Excellence that standardize best practice, accelerate change, and manage risk end-to-end.
2. Agent Enablement – Real-time decisioning, knowledge assistance, and automated wrap lower AHT, tighten variance, and raise first contact resolution without compromising compliance.
3. Deep CX Tenure – With 30+ years across industries, our playbooks cut ramp time, de-risk transformation, and translate innovation into measurable CSAT and NPS gains.

TELUS Digital Solutions

Timm: TELUS Digital designs and deploys digital products and AI agents from the ground up, solving business challenges, mitigating risks, and driving continuous progress across the customer journey.

At TELUS, what differentiates us is:

• The proprietary (Fuel iX) generative AI platform and suite of products, including Fuel iX Copilots, Fuel iX Agent Trainer, and Fuel iX Fortify, is a key enabler both inside our business and for our clients.
• AI-first lean teams that lower delivery costs and speed time-to-value by combining senior talent with advanced AI tooling to cut six-plus hours per week of development to focus on shipping software.
• The recent acquisition of a leading U.S.-based Salesforce-focused consultancy has enhanced our ability to deliver enterprise-scale projects and agentic AI solutions.
• A robust trust & safety practice has become a critical area of expertise to help our clients minimize risks and ensure regulatory compliance in the digital age.

Miss the previous CX Today roundtable? Catch up here: Customer Experience Management: Trends, Tips, & Tools

After all, BPOs offer organizations an opportunity to rapidly expand and augment their teams. Moreover, BPO leaders help CX teams build strategies for enhancing customer loyalty and leveraging new technologies, like AI.

With the opportunity to outsource various processes to experts and global teams, companies can streamline everything from managing technical resources to administration.

What’s changed? Scale, for one. Technology, for another. But also: the bar. Companies aren’t just looking for cheaper support anymore. They’re looking for strategic partners. They want BPO companies that bring AI, automation, multilingual fluency, vertical knowledge, and enough operational flexibility to shift with customer behavior in real time.

This guide provides a snapshot view of the leading vendors in our BPO Marketplace, covering everything they’re doing to change the future of customer service.

The Top BPO Companies

• • Accenture
  • Genpact
  • Teleperformance
  • Concentrix
  • Alorica
  • TTEC
  • HGS
  • Sutherland
  • Tech Mahindra
  • TELUS International
  • Transcom
  • Conduent
  • Konecta
  • IBM
  • Wipro
  • Infosys
  • Foundever
  • Cognizant
  • Tata Consultancy Services (TCS)
  • Atento
  • Hugo

The Top BPO Companies: Strategic Partners for Growth

The value of Business Process Outsourcing is growing, particularly in CX. The market for customer experience-focused BPO is expected to reach a value of $296.29 billion by 2033. But not every vendor is focused on the same things.

This list concentrates on the providers supporting enterprise-scale service operations across retail, finance, healthcare, travel, and tech, managing voice, chat, email, social support, and digital transformation.

What sets the top BPO companies apart isn’t just price or headcount. It’s the ability to make CX feel consistent, even in wildly inconsistent environments. The right language, tone, and resolution, every time, at scale.

Accenture 

Accenture is far more than a process outsourcer, it’s a customer‑experience transformation partner. Its managed‑services platform, SynOps, orchestrates finance, customer support, procurement, marketing and HR workflows with embedded automation, analytics, and generative AI.

With a team of experts located across multiple countries, Accenture can assist organizations in accomplishing a range of goals, whether they’re focusing on digital transformation or compliance and security. The company also works with a host of ecosystem partners, ranging from Adobe and Salesforce to SAP, and has earned awards for its BPO solutions.

What helps Accenture stand out among top BPO companies is the scale and structure of its offerings. Its Reinvention Services unit merges strategy, tech, consulting and operations to accelerate CX‑oriented transformation in complex environments.

Genpact 

Evolving professional services firm, Genpact, ensures companies can take advantage of cutting-edge technology and human resources to tackle everything from sustainability to security and compliance.

With Genpact, businesses get a leader in insights-driven BPO, delivering in-depth insights through comprehensive analysis and reporting services.

Genpact’s services address various use cases, from extensive automation to generative AI development and management. The company also offers support with supply chain management techniques, risk and compliance efforts, and sourcing and procurement strategies.

Genpact is also helping companies operationalize AI: through outcome‑based models and measurable impact rather than seat‑based FTE billing.

Teleperformance 

Multinational company Teleperformance is one of the top BPO companies, focusing on supporting companies with advanced digital technology at scale. Serving 95 countries, speaking more than 300 languages, and employing roughly half a million professionals, it has a huge footprint.

Solutions available from the company range from BPO services for customer journey management, digital automation, AI, and even leveraging the metaverse.

The organization also offers specific solutions for companies managing hybrid and remote work teams. Plus, there are specialized services for recruitment, interpretation and translation, collections, and visa and consular services.

What’s grabbing attention in 2025 is how Teleperformance pairs people with AI. Its interaction analytics platform uses generative AI and NLP to deliver near-real-time insights that empower frontline agents to act faster and smarter.

Concentrix 

Specializing in digital customer experience, Concentrix helps companies design, develop, and deliver comprehensive customer experience strategies.

The organization combines technology-infused and analytics-led operations with comprehensive customer journey mapping.

Concentrix also offers a range of BPO solutions, covering everything from automation to digital engineering and data analytics to generative AI. These solutions grew stronger after its Webhelp acquisition.

With its wide selection of experience design, trust, safety, and compliance solutions, Concentrix ensures businesses can build and maintain the right strategy in the customer experience landscape without compromising on regulatory guidelines.

Plus, the organization can also offer specialist solutions for management consulting and organizational excellence.

Alorica

One of the largest business process outsourcing companies specializing in customer service, Alorica works as a customer experience partner for companies worldwide.

The company’s solution architects build customized blueprints leveraging a network of data applications and cloud-based digital tools. Plus, they take a robust approach to diversity and inclusion.

Serving companies across 17 countries with more than 115k employees, Alorica assists organizations with everything from understanding the voice of the customer to building customer loyalty. It can also support organizations with unique needs in all industries, such as FinTech, Health and Lifestyle brands, and technology providers.

In the first half of 2025, the company reported record growth and multiple awards for its AI-forward CX offerings. Its proprietary platform, evoAI, recently received the Globee Disruptor Award and AI Breakthrough Award for conversational AI that’s built around empathy, tone, and natural language awareness.

TTEC

Another of the top BPO companies concentrating on the importance of exceptional customer experience, TTEC delivers services to local and global businesses alike.

What makes TTEC stick out? Its dual operating model: TTEC Engage designs and manages customer-facing experiences, while TTEC Digital builds platforms, AI systems, analytics and orchestration to power them.

With over 23 years of experience in CX and digital transformation and over 2,000 employees, TTEC promises robust solutions to businesses. It can also offer services in over 25 languages.

TTEC’s outsourcing services cover everything from customer care and customer acquisition as a service to specialist CX for startups.

Its team can assist with fraud prevention and detection, back office support, CX analytics, and contact center technology integration, winning awards worldwide for its comprehensive approach to customer success.

HGS

HGS, or Hinduja Global Solutions, is a digital customer experience leader recognized by analysts like Gartner.

The company specializes in the development and delivery of next-level technology and customer service strategies while it also has expertise in autonomous CX, helping clients to deliver consistent interactions at scale that are personalized to consumers.

The services offered by HGS cover everything from extensive analytics and automation to cloud management, IT staffing, and modern “digital” CX.

The company even offers solutions for companies looking to implement generative AI capabilities into their omnichannel customer service strategies. It even introduced HGS Agent X, a proprietary contact‑center platform featuring built-in AI Knowledge Assist.

HGS invests heavily in “globally local” CX, meaning delivery teams that combine strategic regional insight with enterprise-grade governance and security. Plus, HGS partners with leaders like Amazon Web Services, Microsoft, and Genesys.

Sutherland

Promising to assist companies in making digital experiences more “human”, Sutherland Global defines itself as a business process transformation company.

The organization offers a wide range of solutions to suit all business needs, from experience-led digital transformation services, to the implementation of AI and analytics into business strategies.

Sutherland uses a combination of highly-trained staff and digital technology to ensure companies can comprehensively assess and upgrade their CX strategies.

As enterprises demand more proactive CX (think issue prediction, sentiment analysis, seamless channel-shifting), Sutherland leans into consulting and design labs to blueprint transformation paths.

The organization also builds its own technology and platforms, tuned to address the common requirements of modern CX teams, such as its “Sutherland Cognitive Knowledge Engine”.

Tech Mahindra

Specializing in the development of blockchain technology, and innovative ecosystems, Tech Mahindra operates as part of the “Mahindra Group”.

The company serves businesses from a huge selection of industries, including communications, healthcare, life sciences, and banking. The organization’s broad range of services includes solutions for all forms of innovation and business growth.

Companies can access data analytics, generative AI, and artificial intelligence solutions, as well as telecom product engineering and network services.

For CX operations, Tech Mahindra even offers services tuned to experience design, constructing omnichannel strategies for serving consumers, increasing sales, and improving brand loyalty. Importantly, Tech Mahindra has invested deeply in vertical relevance, especially retail, telecom, and BFSI, applying industry-specific workflows to CX outsourcing.

TELUS International

TELUS International, or TELUS Digital as it now prefers, has evolved into one of the top BPO companies for CX-focused brands.

In 2025, they partnered with Zendesk to weave their Fuel iX generative AI platform into live customer support deployments, driving real-time agent guidance, sentiment-based response suggestions, and accelerated incident resolution.

The company promises end-to-end service innovation, assisting organizations with the design of experience solutions, strategy, and more.

Businesses can leverage TELUS International services for everything from CX process consulting to UI/UX design and managing omnichannel customer experiences.

Additionally, TELUS offers access to support and advisory services for things like workforce management (WFM), innovation ideation, intelligent automation, and data annotation.

Transcom

Designed to support rapidly growing brands, investing in next-level digital transformation, Transcom is one of the top business process outsourcing companies for CX development.

The company ensures organizations can tap into the latest transformational solutions for customer service management, ranging from generative AI to enterprise workflow automation.

With 29,000 specialists across 50 centers in 21 countries, they support clients across 33 languages and verticals like ecommerce, telecom, utilities, and fintech.

Their value lies in blending digital tools, like conversational AI, agent-assist platforms, analytics, with human judgment and real-time CX advisory. For fast-scaling brands, especially in ecommerce and tech, Transcom offers flexibility, proven outcomes, and a partnership mindset.

Conduent

Conduent is recognized as a Leader in Customer Experience Services by ISG and NelsonHall, fueled by a combination of AI, analytics, automation, and deep vertical expertise in healthcare, government, transportation, and finance.

Its Customer Experience Management (CXM) services include omnichannel customer support, claims processing, membership services, and QA-rated voice/chat operations, all engineered for measurable outcomes.

The company supports specific industries too, like healthcare, transportation, and government, focusing on customer experience, digital payments, human capital management, and healthcare claims.

Conduent specializes in automating and streamlining workflows, enabling organizations to improve customer experiences and operational efficiency.

Its solutions include digital platforms for customer care, payment processing, claims management, and human resources.

Konecta

Konecta, formed from the merger of Spain’s Konecta and Italy’s Comdata, has emerged as one of the world’s top BPO vendors in CX services. With approximately 120,000 staff across 26 countries, it serves major clients in telecommunications, banking, utilities, and energy, offering multilingual, multichannel support in 30+ languages.

The brand focuses on helping companies to deliver outstanding services with a combination of comprehensive knowledge and leading technology solutions.

Alongside CX management solutions for marketing, sales, and customer care, Konecta also supports businesses with business processes, and the implementation of innovative AI technology.

In early 2025, Konecta launched a strategic three-year partnership with Google Cloud, migrating 100,000 employees to Workspace and certifying 500 engineers in scientific cloud and AI platforms.

This fuels new GenAI offerings, from automated virtual agents to personalized self-service, powered by Google Cloud’s Customer Engagement Suite. Also, Konecta work alongside brands as a digital marketing agency, provider of cloud services, and CX consulting team.

IBM 

When enterprise teams think of the top BPO companies for CX transformation, IBM often tops the list. In April 2025, it was named a Leader in the Gartner Magic Quadrant for Finance & Accounting BPO, reinforcing its position as a trusted partner when CX overlaps with financial processes.

The company’s BPO and consulting services focus on assisting companies to rethink and optimize their operations in various areas. IBM can assist companies with streamlining supply chain operations, marketing, and talent recruitment.

For CX leaders, IBM delivers end-to-end contact center capabilities with an experience-led co-creation strategy, assisting companies with things like implementing AI solutions into self-service journeys, increasing agility in resolution management, and more.

Also, IBM provides access to in-depth analytics and reporting for business decision-making.

Wipro 

Wipro blends human-centered design, automation, and deep process consulting into one unified service. Enterprise buyers know Wipro for simplifying complex customer journey ecosystems while reducing cost-to-serve and boosting loyalty.

At the heart of its CX play is a structured transformation path: companies start with journey mapping, layered with intelligent channels like conversational IVR and unified agent desktops equipped with real-time sentiment analytics.

Wipro’s CX approach is designed to deliver seamless support with thoughtful handoffs and consistency across digital and voice.

Morover, Wipro can even aid companies in the management of back-end operations and administrative processes. The organization has innovative solutions for data management too, such as data operations insights as a service.

Infosys 

Focusing heavily on the customer experience landscape, Infosys has developed a range of platforms, tools, and services to help drive companies towards CX and digital transformation goals. With nearly 60,000 employees globally, it blends scale with sector-specific process fluency.

The company supports businesses in defining and developing digital business operations models. Plus, organizations can also leverage guidance and support with AI implementation.  For CX leaders, Infosys even ensures businesses have the resources they need to reach their SLAs.

Infosys’ comprehensive approach to business process outsourcing also includes a range of “acceleration” services, for things like Agile DevOps, cybersecurity, and Metaverse development.

Lastly, there are innovative solutions for companies leveraging blockchain and the Internet of Things (IoT).

Foundever (Sykes Enterprises) 

Delivering omnichannel contact center solutions and robust digital transformation strategy support, Foundever is one of the top business process outsourcing companies concentrating on CX.

With around 170,000 employees across 100 countries, the firm manages over 9 million customer interactions daily in 60+ languages, supporting global brands in retail, tech, financial services and more.

Promising assistance with every stage of the customer journey, the Foundever team delivers everything from right-shorting solutions to human-centered CX strategy development. Through its #CXforGood initiative (via Foundever.org), the firm invests in reskilling community talent and using CX as a force for inclusion.

Plus, the company can assist organizations with implementing new technologies into their ecosystem, such as automated workflows and AI.

Cognizant 

American multinational information technology and consulting company Cognizant supports businesses in modernizing their technology stack, reimaging processes, and transforming experiences.

With Cognizant, companies can apply the benefits of modern engineering and technologies to their business processes. The organization even has its own skilling platform.

Services offered by the brand include everything from Cognizant Neuro, a solution intended to help businesses take advantage of end-to-end business automation, to AI solutions.

In 2025, Cognizant unveiled a major partnership with Salesforce, integrating its new suite of customer and operations transformation services, helping enterprises scale AI-augmented agents and real-time customer resolution.

Plus, the customer care solutions offered by the organization help companies connect with clients across channels, authenticate interactions, and boost employee experiences.

Tata Consultancy Services (TCS) 

Global leader in IT services, Tata Consultancy Services, is one of the top BPO companies specializing in technology innovation and business growth solutions.

TCS’s CX framework is built around Cognix-led Consulting, combining journey mapping, maturity benchmarking, and automated omnichannel delivery across voice, chat, and dispute resolution. All framed by rigorous governance and forward-thinking data optimization.

The company serves organizations from a range of industries, helping them to leverage custom-made solutions for everything from LLM (large language model) development to cyber security solutions.

Alongside offering businesses a range of products and platforms for business management, TCS also provides end-to-end consulting solutions to organizations and support with skilling and upskilling teams.

Atento

Atento has spent the last several years evolving from a traditional CRM/BPO player into one of the most compelling top BPO companies for CX-first transformation. With around 150,000 employees across more than 13 countries and serving over 400 global clients, Atento brings scale and depth, as well as a human-touch strategy backed by AI.

In 2025, the firm doubled down on business transformation outsourcing (BTO), positioning AI and automation as core to its value proposition. Serving over 400 clients worldwide, including those in technology, telecommunications, and finance, Atento takes a flexible approach to BPO. The company also leverages data science, digital marketing, and intelligence to help increase sales.

With Atento, companies can discover new ways to engage customers, automate and streamline repetitive tasks, and analyze essential business metrics.

Hugo

Hugo is a fast-growing BPO aiming to reshape the way companies approach customer experience.

The company focuses on complex, high-touch CX workflows that require more than scripted responses, blending human judgment, AI tools, and product knowledge to deliver on customer requirements at scale.

Hugo’s model covers both B2B and B2C brands, from global enterprises – like Meta, Google, Bytedance, and Faire – to fast-growing start-ups, such as Outschool and Topicals.

Every agent completes a rigorous onboarding program through the in-house Hugo Academy. With this approach, Hugo claims to maintain high service standards while rapidly scaling teams when needed and adapting to evolving client needs with built-in surge capacity.

In 2024 & 2025, Clutch recognized Hugo as the fastest-growing CX outsourcing provider in the world, citing its consistent delivery across customer support programs and complex workflows.

The Top BPO Companies for Team Augmentation in 2025

There’s no shortage of vendors out there promising to “transform the customer experience.” But the top BPO companies we profiled here made the cut because they’ve proven their ability to deliver, adapt, and thrive under pressure.

Some are massive global players. Others are more focused, fast-moving, and niche. But they all bring something meaningful to the table: real people, real tools, and real results.

For companies still struggling to make the right decision, CX Today has the resources to help, trusted insights, context, and comparisons to help teams narrow down the market.

Whether you’re deep in vendor evaluations or just starting to get a feel for the space, these resources will help guide the next step:

• Read the reports: Read our latest BPO and CX trend reports. They’re packed with data, vendor comparisons, and practical insights.
• Hear from real people: Join the CX community for firsthand stories from teams already doing the work: what’s worked, what hasn’t, and what’s next:
• Attend the events: Want to meet providers face-to-face? Check out upcoming events where leaders can see demos, ask questions, and compare options live.
• Read the buyer’s guide: Access the Ultimate CX Guide. It’s designed for teams making serious buying decisions and navigating internal blockers.

Smart CX isn’t reactive. It’s thoughtful, proactive, and backed by partners who understand both people and platforms. Let CX Today be your trusted voice as you navigate that journey.

In the lawsuit, Sanas takes aim at the Krisp AI Accent Conversion solution released in April 2025, noting:

The similarity is not random chance. Krisp did not come up with what it claims is its own, “new” accent translation software—Krisp stole it from Sanas.

As the names of both solutions suggest, the AI technology, which this case revolves around, involves altering accents in real-time.

As of 2024, Sanas worked with 12 of the top 20 customer service BPOs, deploying its software amongst their global contact center agent populations.

Yet, despite launching little more than three months ago, Krisp has already scooped one of Sanas’ biggest customers: Everise, which employs 28k+ agents.

Given Krisp’s market penetration with background noise removal technology, it could attract many more big customers.

However, amid this rising competition, Sanas is claiming foul play.

What Does the Lawsuit Allege? The Breakdown

The case starts in September 2021, when Robert Schoenfield, EVP at Krisp, reached out to Shawn Zhang, co-founder of Sanas, to explore licencing Sanas’ tech.

Screenshots of this conversation are available inside the lawsuit.

Two months later, Sanas supposedly conducted a product demo of its AI accent translation technology with Krisp’s leadership, which was subject to a non-disclosure agreement (NDA).

The filing then claims that throughout 2022, the two firms held discussions to explore a collaboration in which Krisp would license Sanas’ AI accent translation technology, continuing under the NDA.

It also alleges that: “One thing was clear: at the time, Krisp did not have any accent translation capabilities of its own.”

In June of that year, Krisp purportedly requested a more technical evaluation, where it could test several aspects of the solution. That included tests of its performance in different acoustic settings, hardware requirements (CPU, memory, and disc), and compatibility with Krisp’s technology.

The filing indicates the two firms even agreed to set up a Slack channel as a “forum for the technical exchange of information.”

In August, Schoenfield allegedly then emailed that Krisp would like to proceed with the partnership, before sending another series of detailed technical questions, which Sanas claims it answered.

The next month, the two firms are said to have discussed integrating their systems. However, the filing notes, “At the end of October 2022, Krisp went cold.”

By November, Schoenfield reportedly emailed Sanas’ leadership to formally end the conversations, asserting that Krisp was not yet ready to pursue agent translation technology.

Yet, in April 2023, the company released a blog entitled: “Krisp AI Accent Conversion: Get Ready for a Communication Revolution,” and – as of Spring 2025 – has started selling a competitive product.

Those moves appear to have sparked this lawsuit, through which Sanas claims Krisp:

• Infringed on four of Sanas’ issued US patents
• Misappropriated Sanas’ trade secrets in violation of the US Defend Trade Secrets Act
• Failed to disclose to the US Patent Office that two of its patents were based on information disclosed by Sanas

On the latter, Sanas is chasing a legal declaration that it is the co-inventor and co-owner of Krisp’s two patents.

The Sanas Perspective

In a press release, Sharath Keshava Narayanam, CEO of Sanas, shared the following statement: “From its earliest roots in a project by Stanford engineering students to help solve the frustrations faced by one of their classmates, Sanas has been devoted to helping people communicate more easily.

“We are proud that our technologies have helped thousands of professionals enter the workplace and overcome discrimination based on accent. That success has been built on the innovation and hard work of our incredibly talented team.

Through this lawsuit, we are standing up for them and for innovators everywhere, and for the integrity of the market that has come to depend on Sanas’ technologies.

The Krisp Perspective

Krisp is currently unwilling to share its perspective on the lawsuit. A spokesperson told CX Today:

“We are aware of the lawsuit filed by Sanas and are currently reviewing the matter. We take such issues seriously and will respond through the appropriate channels.

As this is an ongoing legal matter, we are unable to provide further comment at this time.

AI Accent Technology: The Contact Center’s Latest Craze

As noted, AI accent “translation” or “smoothing” technologies neutralize accents of contact center agents interacting with customers from across the globe.

The technology is already commonplace across India and the Philippines, yet it is starting to drift into Africa and Latin America, too.

According to Sanas, its software has improved first call resolution (FCR), customer satisfaction (CSAT), and sales conversion rates by up to 15, 20, and 17 percent, respectively.

Most notably, BPOs have cut agent attrition by as much as 50 percent.

Yet, the technology has faced some pushback from people accusing the innovation of playing into racism. Indeed, Teleperformance received flak from some corners after announcing its partnership with Sanas earlier this year.

Nevertheless, its implementation is running full steam ahead, as the technology grows in prominence and adjacent technologies, like real-time language translation, rise.

Indeed, a fully-fledged contact center voice AI stack is emerging, with Krisp and Sanas fighting to become the go-to providers.

The voice AI platform includes a solution to neutralize contact center agent accents.

The partnership has already been rolled out across 10,000 global Everise seats, with further deployments expected this month.

Over time, Evervise – which has locations in Guatemala, Malaysia, and the Philippines – will roll out the solution to 28,000 agents.

Everise hopes the real-time solution will enable agents to resolve issues faster, bridge language and accent barriers, and deliver more impactful, effective customer interactions.

“At Everise, we believe the future of CX lies with empowering people with the right technology,” said Sudhir Agarwal, Founder & CEO of Everise.

Together, we’re helping enterprises meaningfully elevate every customer experience. This is innovation with impact – and it’s the future of CX.

Speaking previously to CX Today, Davit Baghdasaryan, Co-Founder & CEO of Krisp, shared a demo of this technology:

As AI Accent Change Expands, Ethical Questions Continue to Unravel

AI-powered accent modification technology raises complex ethical questions, particularly around identity, bias, and authenticity.

On one hand, these tools can enhance accessibility, allowing individuals to communicate more clearly in professional or social settings without facing discrimination based on their natural accent.

They can also support language learners, helping them integrate more seamlessly into different cultural environments.

However, critics argue that such technology may reinforce harmful biases by implicitly suggesting that certain accents are more desirable or acceptable than others.

Technology Could Contribute to Linguistic Homogenization

Another ethical concern revolves around deception and consent. AI-driven accent modification could be misused in scenarios where authenticity is crucial, such as customer service interactions, job interviews, or even political discourse.

If individuals or organizations use accent-changing AI without transparency, it may lead to trust issues, as listeners might feel misled about the speaker’s background.

Additionally, there are concerns about how this technology could be leveraged in deepfake applications, further complicating discussions around misinformation and digital ethics.

As AI continues to evolve, balancing the benefits of accent adaptation with the need for ethical safeguards will be essential in ensuring responsible use.

Most Big BPOs Are Cutting Through The Noise to Implement the Technology

Everise’s decision may have sparked debate, but it’s far from the only customer service provider integrating accent translation into its operations.

Last year, CX Today revealed that 12 of the top 20 customer service BPOs had partnered with Sanas to deploy real-time accent modification technology, aiming to enhance customer interactions.

The tech provider claimed that accent translation technology has helped contact centers reduce average handling time (AHT) by between eight and 12 percent.

Its customers had also reported 14-15 percent increases in first call resolution (FCR) and up to 20 percent gains in customer satisfaction (CSAT).

Telperformance is another big BPO that has implemented the technology.

In March 2025, Thomas Mackenbrock, Deputy CEO of Teleperformance, advocated for the technology in an interview with Bloomberg.

“When you have an Indian agent on the line, sometimes it’s hard to hear, to understand,” he said.

For Mackenbrock and Everise, the argument is clear. Yet, for others, this is a contact center AI use case that won’t quite sit right.

The accent translation technology – alongside background noise cancellation – is being implemented in Teleperformance’s call centers across India.

Across its global operations, Teleperformance delivers customer service outsourcing for the likes of Apple, TikTok, Samsung, and many other prominent global brands. 

While the move aims to make “agents more understandable”, questions have been raised about its ethics.  

Nevertheless, Thomas Mackenbrock, Deputy CEO of Teleperformance, said in an interview with Bloomberg: “When you have an Indian agent on the line, sometimes it’s hard to hear, to understand.”

The technology is hoped to “neutralize the accent of the Indian speaker with zero latency,” Mackenbrock explained. “This creates more intimacy, increases customer satisfaction, and reduces the average handling time: it is a win-win for both parties.”

Teleperformance has partnered with Sanas to deploy the technology, reportedly paying $13MN earlier this year to implement it.

Unethical or Practical Sense?

Naturally, questions about ethics are swirling. ABC7 has historically cited critics of the tech who suggested it’s “playing into racism.”

However, Sanas, the developer of the AI software, rebuked these claims.

According to the Sanas website, it developed the technology to “reduce accent-based discrimination.”

The technology currently supports Indian and Filipino accents and is being adapted for other regions, such as Latin America, where many Teleperformance employees assist U.S.-based customers. 

“AI will be ubiquitous; it is already today,” Mackenbrock said. “But to build connections, customer experience, branding awareness, the human element will be incredibly important.”

Ethical or Not, Most Big BPOs Are Implementing the Technology

While the move from Teleperformance may have raised an eyebrow, it isn’t the only customer service BPO that has leveraged the technology. 

Last year, CX Today reported that 12 of the top 20 customer service BPOs have partnered with Sanas to use real-time accent translation technology to improve customer interactions. 

At the time, the tech provider highlighted how its innovation has led to significant benefits, including reduced agent turnover, enhanced customer satisfaction, and increased efficiency in call handling. 

Interestingly, Sanas also suggests that its real-time accent translation technology offers many more benefits, with users reporting:

• 8-12 percent reductions in average handling time (AHT)
• 14-15 percent increases in first call resolution (FCR)
• Up to 20 percent gains in customer satisfaction (CSAT)
• A 17 percent uplift in sales conversion rates

Moreover, while some critics argue that the technology perpetuates bias, proponents highlight its positive impact on agents’ well-being and job satisfaction.

The technology also shows potential for broader applications, such as real-time speech correction. 

In addition to Sanas, Krisp offers a similar product for BPOs. It demoed its technology with CX Today last year, as shown below. 

More on Agent Well-Being & the Tech’s Future

It should come as no surprise that Krisp shares Sanas’s view of the ethics involved with this technology. 

Davit Baghdasaryan, Co-Founder & CEO of Krisp, argued that maximizing voice productivity in businesses such as BPOs is essential and, that the “accent barrier is one of the barriers people have in communication,“ and that removing the barrier entirely will “positively impact a lot of people.“  

Baghdasaryan also expanded on the benefits for contact center agents. 

CX Today heard: “If we think about how call centers are designed, there are training sessions to eliminate accent or improve accent, which is stressful for many agents.“ 

Since the interview with Baghdasaryan, Krisp has taken the technology further, introducing “real-time accent smoothing”.

For more on this next evolution for the tech, check out the article: Real-Time Translation, Accent Smoothing & AI Agents

These aren’t words you’d come to expect from an industry-leading contact center outsourcer with clients such as Google, Amazon, and Netflix. 

However, as staff in Greece went on strike over working conditions and pay, Nikos Spyrelis, a Call Center Employee at Teleperformance and President of Setep, the trade union, shared all about the conditions in its contact centers. 

“If you are sick or absent for any reason whatsoever, this is counted as being counterproductive and a reason to renew or not to renew an employee’s contract,” Spyrelis told The Guardian.

The Teleperformance employee also condemned the BPO giant for over-surveillance and its habit of sending service reps messages to take more and more calls so the business can secure client bonuses. Spyrelis continued:

You might be working for years on end, and – if you’re not productive for two months or three months – you’re treated like you just started.

Teleperformance employs 12,000 contact center workers in Greece, with operations in Athens, Chania, and Thessaloniki that serve 43 markets around the world.

10 Strikes and Counting: Teleperformance and Unions in a Bitter Stalemate   

Spyrelis’s comments on the conditions across Teleperformance’s Greek operations have helped draw more attention to Setep’s strikes.

The most recent strike takes the overall amount to ten.

With disputes going back and forth between Teleperformance and staff, calls for a collective labor agreement have been met with targeted layoffs of union leaders, according to the strikers. 

Speaking to Le Monde, Ghassen Ben Jannet, a former Teleperformance Employee & VP of Setep, suggested he was unfairly dismissed by the BPO for his role at the union. He said:

My superior justified this decision because of my behavior. But I have been working for Teleperformance since 2018; I have never had a series of absences, and my clients and superiors have always given me positive feedback.

The union has been advocating for permanent employment contracts, increased wages, job security for workers on visas, and a reduction in working hours.

Teleperformance Has Its Say

Following the initial publication of this article, a Teleperformance spokesperson shared the following statement with CX Today:

“As one of the World’s Top 10 Best Workplaces in 2024, Teleperformance is deeply committed to supporting the health and well-being of its employees. We remain dedicated to fostering an inclusive and supportive work environment, and we value transparency in all aspects of our operations.”

The spokesperson continued: “Teleperformance Greece emphasizes its commitment to employee well-being by offering salaries 25-30% higher than the National minimum wage, along with additional benefits for remote work, housing, and communication expenses. More than 70% of employees receive additional financial productivity quotas.

“TP Greece employees work seven hours and 15 minutes per day, as we offer 45 minutes of paid breaks during working hours. This is along with additional time for restroom use, exceeding legal requirements stipulated by Greek labor law, where breaks are typically outside working hours.  Furthermore, toilets are provided near the production floor, and all employees have access. Please note that 75% of TP Greece’s employees are working from home.

“We fully comply with local labor laws, which permit companies to hire employees on fixed-term contracts. These fixed-term commitments are necessary in our industry as some projects have a limited duration. This is communicated to employees prior to their hiring.  Most of these fixed-term contracts are for a minimum of one year. Currently, more than 40% of all TP Greece employees have permanent contracts.

“In addition, in line with our human-centric character, the company also offers extra benefits to all our personnel, including:

• Free access to specialized medical personnel for medical consultations and support.
• Free annual breast ultrasound checks for all employees.
• Free communication with mental health specialists to support emotional well-being.
• A dedicated blood bank is available for both employees and their families.
• Special provisions and offers at one of the country’s largest diagnostic centers.
• Wellness programs and sports activities promote healthy lifestyles.
• Discount book and gift vouchers for purchasing school supplies for employees’ children.
• Exclusive platform for learning the Greek language for foreign employees and their families, fostering cultural integration and personal development for our relocated employees and their families.

“For our relocated employees, there is a holistic relocation program offered to support a smooth transition. This includes free assistance with real estate agencies, airline tickets, and visa support, where needed, and hotel accommodation for the first two weeks of employment.

“Moreover, we provide free accommodation for our employees in Chania, which include shared expenses such as water and communal utilities. The only cost borne directly by these employees is electricity, which is transparently calculated through individual apartment energy meters. Employees are absolutely allowed to have visitors in their TP-provided apartments. We do ask employees to register their guests in advance for safety and security purposes.  Free accommodation is optional and if employees opt out of it, they are offered an additional accommodation bonus.

“Importantly, we are committed to providing our employees with significant career advancement opportunities and are proud to report that 94% of our employees are promoted internally. This is even true for members of management, many who started their careers with us as agents. We believe our strong record of internal promotion reflects our dedication to providing fulfilling and rewarding long-term careers.

“Teleperformance Greece holds ISO 45001 certification, highlighting its commitment to health, safety, and fostering a supportive work environment. This strategic approach and strong company culture has enabled Teleperformance Greece to attract talent from over 110 nationalities, delivering top-tier services driven by cutting-edge technologies.”

As such, figuring out how best to leverage that ecosystem and drive specific business outcomes can be complex.

That’s why the tech giant’s extensive network of partners is so valuable. It gives companies access to the expertise, guidance, and support they need to master Salesforce.

But how can a business isolate the best companion for its Salesforce journey? Here’s a simple guide to making the right choice.

Best Salesforce Partner 2025: The 3 Types of Partners

The first step to choosing the best-placed Salesforce partner is understanding the different types of partners available.

Generally, these partners fall into the following three buckets.

1. Consulting Partners

Consulting partners are essentially “guides” to the Salesforce landscape. These are the companies businesses turn to for assistance with the design, implementation, and optimization of Salesforce technologies.

Organizations like Accenture, Deloitte Digital, KPMG, and PWC provide end-to-end solutions for your Salesforce strategy, helping businesses at every stage of their Salesforce transformation.

These partners have extensive knowledge of the Salesforce ecosystem and deep industry-specific expertise, which allows them to tailor solutions to companies across various sectors.

Choosing a consulting partner is sensible when undertaking a digital transformation project spanning multiple departments or business lines.

After all, they offer strategic advisory support, change management, ongoing program management, and assist with complex IT configuration.

2. System Integrators (SIs) and Resellers

System integrators and resellers focus on integrating and deploying Salesforce solutions.

Companies like Plus91Labs, Ingram, and Persistent specialize in helping businesses adopt Salesforce quickly and effectively.

Resellers often have strong local market expertise, making them ideal for smaller organizations or those looking to scale incrementally.

Moreover, they can offer industry-specific guidance and an accelerated path into the Salesforce ecosystem.

SMBs looking for a cost-effective way to adopt Salesforce or organizations in search of quick deployment with minimal complexity may benefit from working with SIs and resellers.

3. Independent Software Vendors (ISVs) on the Salesforce AppExchange

Independent Software Vendors (ISVs) develop innovative apps – hosted on the Salesforce AppExchange – that extend Salesforce’s functionality.

These apps address specific business challenges across industries, helping companies bridge the gaps in their technology stack and get more value from their Salesforce investment.

Countless companies work with Salesforce AppExchange partners to unlock functionality in their ecosystems beyond Salesforce core offerings.

Businesses looking for pre-configured solutions that easily integrate into the Salesforce environment will seek out an ISV.

How to Choose the Best Salesforce Partner in 2025

Ultimately, the process for choosing the best Salesforce partner will vary depending on which type of partner the business wants to work with.

Nevertheless, here are five ubiquitous steps to success.

Step 1: Identify Critical Needs and Goals

Is the sales team looking to migrate to Salesforce? Is marketing testing new customer engagement strategies? Or is customer service trying to automate much more of its operations?

To choose the best Salesforce partner in 2025, a business must have a good idea of what it wants to accomplish.

From there, identify critical outcomes and consider: what specific problems might we encounter that a partner could support us with?

Also, think about what kind of internal capabilities and resources the business already has, including access to Salesforce-certified experts.

Finally, after identifying those goals and internal resources, think about how to measure the outcome of a successful partnership.

Step 2: Narrow Down the Options

The Salesforce partner ecosystem is huge – and it’s constantly growing. Narrowing down the options is going to require a little research.

For those looking for a great ISV, the best place to start is on the AppExchange. There, they can sort through options based on the use case and check out the reviews left by other customers.

Alternatively – for System Integrator, Reseller, or Consulting partners – leverage network recommendations.

The best recommendations come from those who attend Salesforce events and webinars. Connecting with these businesses – which might have faced similar challenges – and asking for their advice is best practice.

In doing so, ask in-depth questions about the level of support the partner offers and the key results they’ve achieved.

Step 3: Isolate Key Candidates

For organizations seeking a consulting partner or system integrator, the goal is not simply to find someone who will follow instructions.

Instead, identify an individual or team capable of providing insight into not just the CRM app the business wants to deploy but the broader Salesforce ecosystem, too.

Alongside that, look for industry-specific knowledge. Consider how well they understand critical, sector-specific CX workflows.

Also, look out for whether a partner provides reference customers who have undertaken similar projects.

Lastly, consider evaluating multiple partners side-by-side, issuing a “Request for Proposal” to compare proposed solutions, timelines, costs, and customer support options.

Step 4: Ask the Right Questions

After creating a shortlist and researching the candidates, the next step is getting in touch and asking the right questions. Key things to ask include:

• What’s your experience with my industry? Do they have in-depth experience working with companies in your niche, and can they prove it with case studies?
• Would Salesforce recommend you? Have they earned certifications from Salesforce or been approved to list an app on the AppExchange?
• What do your customers say about you? Does the partner have reviews, customer success stories, and testimonials they can share?
• How will you approach this partnership? Will the partner act as a pilot, co-pilot, or navigator throughout your project?
• How do you manage implementation? If you’re working with a system integrator or reseller, how do they handle implementation?
• What are your values, mission, and vision? Is the partner compatible with your overall vision as a company – do they share the same values and focus areas?
• Who are your partners? Do they work with any other companies in the Salesforce ecosystem to deliver comprehensive custom solutions?
• Where are you based? Is the company local? This can be particularly important if you’re looking for a reseller or system integrator.
• What are your fees? How much does it cost to work with the partner, and are there any additional fees you may need to be aware of?
• What happens after implementation? Will your partner offer ongoing support or assistance after a project is complete?

Step 5: Consider Long-Term Needs

Not all projects that require the support of a Salesforce partner will be long-term. Some companies specifically seek out resellers and SIs for the quick initial deployment of new tools.

However, it’s worth thinking about long-term needs, too.

For example, when working with a reseller, consider: can they provide additional support if we want to upgrade and expand our Salesforce ecosystem in the future? Also, what are their options for ongoing maintenance and technical assistance?

Even if the business is only leveraging an app from an ISV on the Salesforce AppExchange, it’s worth assessing their approach to future software development, app updates, technical support, and training.

Choosing the Best Salesforce Partner in 2025

Salesforce is far from the cheapest customer experience ecosystem on the market. So, when investing in it, it’s critical to select a partner capable of doing that investment justice.

That partner can help execute the vision or  – more simply – provide ongoing expert guidance. There are partners to suit every business need.

Want to learn more about the latest Salesforce solutions to implement into your business’s workflows? Check out our extensive guide to the Agentforce for 2025.

That’s where contact center Business Process Outsourcing (BPO) providers come in, to provide clients with scalable, valuable services at a reasonable cost. Currently, the demand for BPO contact center’s is growing at an exponential rate, at a CAGR of 9.4%.

As a BPO leader, you have an opportunity to deliver exceptional results to your end users, but first you need to define exactly where you can add value, and how you’re going to deliver it.

BPOs: The Benefits You Can Offer

Demand for BPOs is increasing, as business leaders look for more support navigating evolving customer expectations. Companies in every industry are striving to reduce operational costs, while still prioritizing excellent customer relationships.

As a BPO, the benefits you can deliver to your customers will depend heavily on two things: the technology you can access, and your experience or expertise.

Here are just some of the ways you can deliver value to companies in 2024, with the support of the right technology partner.

Enhanced Omnichannel Service

Today’s customers want to be able to connect with your company across a range of channels, without losing access to a highly personalized and contextual service. In fact, companies with omnichannel engagement strategies retain around 89% of their customers, whereas organizations without an omnichannel strategy only retain 33%. While an omnichannel contact center platform can help an in-house team deliver this comprehensive level of support, it can be difficult for companies to find the resources they need to cater to all channels simultaneously.

As a BPO, you can step in, filling the gaps in your end-user’s customer service strategy, to ensure every channel gets the right level of support and attention. A BPO provider can provide companies with access to experts who excel at offering different types of service, from responding to phone calls, to dealing with live chat interactions.

The greater the flexibility you can offer as a BPO, from multilingual support to expertise across multiple channels, the more value you can offer to your end customers. Some vendors even offer technology you can leverage to instantly translate conversations, making it easier to deliver a high level of global support.

Faster Call Handling for Improved Satisfaction

Customers aren’t just looking for omnichannel, personalized service in today’s world, they want convenient support delivered at speed. Two thirds of customers say speed of service is just as important to them as price. With a limited team of contact center professionals available, companies can struggle to decrease their average handling times, and increase customer satisfaction.

As a BPO provider, you can give organizations the manpower and technology they need to accelerate results. Working with a leading partner means manpower and technology they need to accelerate results. Working with a leading partner means you can leverage technology to address a range of common concerns faster, streamline routing, and enhance customer experiences.

You can use intelligent IVR systems to automatically direct customers to the right agent, increasing first-call resolution rates, and reducing the need for transfers. What’s more, with access to recording tools, you can analyze previous conversations, and use the insights you’ve gathered to upgrade your workforce management and scheduling strategies, ensuring the right resources are available to handle any changes in contact volumes.

“One of the key differentiators BPOs offer over in-house teams is a depth of expertise and specialization. Therefore, BPO leaders need to align themselves with trusted technology partners who can guide them, collaborate closely, and provide the innovative solutions needed to consistently deliver superior customer experiences that drive growth for their clients’ businesses.” – Ben Booth, CEO, MaxContact.

Upgraded Outbound Calling for Boosted Revenue

In many organizations, a contact center isn’t just an environment dedicated to handling customer queries and troubleshooting problems. It can also be a vital resource for revenue growth. For companies with outbound calling strategies, it’s crucial to have an efficient workflow in place that ensures teams are connecting with prospects as quickly and consistently as possible.

The right outbound calling strategy can even boost your chances of generating valuable leads, as 82% of buyers now say they accept meetings with sales reps who proactively contact them.

Leveraging innovative predictive, progressive, and preview dialing solutions, your BPO can enhance the productivity of an outbound team and unlock new revenue. You can automate the process of reaching the right prospects quickly, and even leverage analytics to determine how to prioritize certain calls and follow-up conversations.

What’s more, with the right partner vendor, your company can access bespoke scripting tools, which provide up-to-date suggestions in real-time, to help personalize the conversations you have with end-user clients and increase the chances of conversions. BPOs can even add value by ensuring businesses stay compliant with Ofcom regulations.

Access to Innovative Technology

One of the main things that makes BPOs so valuable to businesses, is their ability to leverage the latest tools and technologies for enhanced customer service. As companies fully focused on customer experience, BPOs often invest in cutting-edge solutions that can elevate the performance of any business or team.

For instance, with the continued development of AI some organizations such as MaxContact are now empowering BPOs to implement artificial intelligence to enhance processes and improve customer service. AI analytical tools can help your team to understand a customer’s sentiment during a call and deliver more impactful experiences.

Not only do these technologies improve the productivity of agents, and customer experiences, but they can also help businesses to mitigate common risks, AI analytical tools can monitor for compliance issues and threats, ensuring companies adhere to regulatory guidelines.

“It’s crucial for BPOs to work with the right technology vendors to best meet the needs of their clients. Embracing innovative solutions like AI-powered chatbots, speech analytics, and intelligent routing systems enables BPOs to optimize customer interactions, drive operational efficiency, and deliver superior service quality.” – Matthew Yates, VP of Engineering, MaxContact.

Reduced Stress on In-House Employees

Finally, one of the most significant ways BPOs deliver value to businesses is by reducing the stress on crucial in-house team members. Today’s contact center agents are facing a myriad of new challenges, caused by rising customer expectations and changing technology.

As customers continue to address common problems with automated systems and AI, agents need to be equipped with the right skills to manage more complex concerns. As a BPO company, you can provide direct access to experts who excel in certain tasks, from troubleshooting technical issues, to dealing with transactions.

What’s more, because your organization can work with leading vendors to introduce clients to new tools for automating certain processes, like AI chatbots and IVR systems, you can help to reduce the repetitive tasks your client’s employees need to manage. This gives their agents more time to focus on delivering exceptional service elsewhere.

The Value Offered by BPOs

BPOs can offer companies a cost-effective, efficient, and scalable way to enhance their customer experience strategies in 2024 and beyond. Providing access to comprehensive expertise, state-of-the-art technology (through the right partners), and endless flexibility, the right BPO can give companies a critical edge in today’s competitive world.

The key to success is finding the right partners to work with. For instance, MaxContact works closely with BPO providers to offer the technology they need to deliver exceptional results to clients. As an example, after implementing MaxContact, Firstsource, increased agent productivity by over 50%, and reduced onboarding time for new campaigns by 67%.