India, home to 1.4 billion people with nearly 65% under the age of 35, remains the world’s leading hub for BPO and contact center services. With a young, tech-savvy workforce, the industry delivers a wide range of solutions—from customer and technical support to analytics, Finance, insurance, and research.
As we move into 2025 and beyond, the role of BPOs and contact centers is shifting from support functions to strategic value creators. The adoption of AI, automation, and advanced analytics is transforming operations, enabling hyper-personalized customer experiences, predictive insights, and future-ready business models. By 2030, contact centers will stand at the heart of enterprise growth, resilience, and customer trust.
Th e Brainalytics proudly presents the 5th Edition BPO & Contact Center Summit & Awards 2025, Bengaluru a premier platform bringing together industry leaders, innovators, and decision-makers for a day of insightful discussions, networking, and recognition of excellence. This flagship summit will explore emerging trends, address challenges, and shape the roadmap for the next decade of outsourcing and customer engagement.
Key themes to be discussed
Automation & Augmentation:
Creating a win-win for customers, agents, and BPO delivery models.
The Future of Outsourcing:
How India’s BPO sector will evolve as a global hub by 2030. Workforce Transformation: Skilling the next-gen BPO workforce for AI, automation, and hybrid work models.
AI-Powered CX:
Redefining customer journeys with predictive analytics and hyper-personalization.
Optimising Operations:
Technology integration in BPOs to maximise ROI, compliance, and service delivery
Cost & Efficiency Balance:
Cutting costs without compromising customer service excellence in an AI-driven world.
Trust & Retention:
Strengthening engagement strategies to drive loyalty in uncertain economic environments.
Global Competitiveness:
Reimagining India’s role as the BPO powerhouse of the future.
Beyond Today – The Metaverse Edge:
Exploring immersive collaboration for training, customer interaction, and service delivery.
Contact Center 2025 & Beyond:
Building a revised roadmap for the next decade of outsourcing.
Sectors
BPO / BPM / KPO
Companies
Shared Services Centers
(Captives & GCCs)
ITES & Call Center
Service Providers
Process Outsourcing
and Managed Service Firms
Banks, NBFCs,
and FinTechs
Insurance Companies &
Third-Party
Administrators (TPAs)
Retail, E-commerce &
Consumer Goods
Telecom Operators &
Internet Service Providers
Travel, Hospitality
& Logistics
Healthcare &
Life Sciences
EdTech & Media
Keynote Speaker
Our Speakers
Pranav Kumar
Senior Director - Data & AI | Customer First | Digital & Data Driven Cx | Gen AI & Agentic AI for Cx Capgemini
John Peter
Director - Head of Continuous Improvement & DNA - Business Excellence Omega Healthcare Management Services
Dibyendu Das
Senior Executive Vice President and head of Digital transaction excellence unit Bandhan Bank
Arumugam K
VP - Head Digital & GCC Leader - Mphasis, Brand Ambassador of EAITL (European AI & Interaction Technologies Leadership) CLUB. Mphasis
Ravi Pandikunta
VP, Delivery Head & Enterprise Architect | AI | Data Analytics | Automation | Mentor | Generative AI Tech Mahindra
Archana Tripathi
Senior General Manager Consumer Insights and Analytics Aditya Birla Fashion and Retail Ltd.
Hariharan Rajagopalan
Industry Expert
Priya Chakravarthy
Industry ExpertAwards
Individual Awards
BPO Leader of the Year
Contact Centre Leader
of the Year
CX Champion of the Year
AI & Automation Innovator
of the Year
Rising Star in BPO &
Contact Centres
Excellence in Customer
Service Leadership
Women Leader of the Year
in BPO & CX
Visionary Leader in
Digital Transformation
Workforce Development
Leader of the Year
Ethical AI & Responsible
Innovation Leader
Data & Analytics Leader
of the Year
Future of Work Champion
Customer Trust & Loyalty
Advocate of the Year
Sustainability & Social
Impact Leader in BPO
Young Achiever in BPO & CX
E-Commerce Customer
Experience Champion
Fraud Prevention &
Risk Management Leader
Omnichannel Banking
CX Innovator
Payment Solutions &
FinTech CX Leader
E-Commerce Operations
Excellence Leader
FinTech & BPO
Collaboration Leader
Corporate Awards
Best Contact Centre
of the Year
Best BPO Organization
of the Year
Excellence in Customer
Experience (CX) – Banking
Excellence in Customer
Experience (CX) – E-Commerce
Best Omnichannel
Customer Service Team
Best Customer
Retention Strategy
Best Customer
Support Operations
Best AI & Automation Implementation
in Contact Centres
Best Digital
Transformation Initiative
Best Use of Data
& Analytics in CX
Best Innovation in
Banking Contact Centres
Best Innovation in
E-Commerce Operations
Most Future-Ready
Contact Centre
Best Employee
Engagement Initiative
Best Workforce
Transformation Program
Best Training &
Development Initiative
Best Talent Retention Program
Best Cost Optimization &
Efficiency Strategy
Excellence in Risk &
Compliance Management
Best Quality & Performance
Metrics in Contact Centres
Best Crisis Management
Response by a BPO / Contact Centre
Our Partners
Exhibit Partner
Founded by IIT and IIM alumni and proudly listed on the NSE, NewJaisa Technologies is fundamentally changing how India’s enterprises manage their IT infrastructure. We deliver premium, factory-refurbished laptops, desktops, and AIOs that perform like new—delivering up to 70% savings compared to new devices.
We believe reliability should never be a compromise. Operating from our R2v3-certified, 50,000+ sq. ft. facility in Bangalore, every single unit undergoes 72+ rigorous quality checks. We confidently back our hardware with a 1- to 3-year warranty and PAN-India SLA support, powered by over 350 physical service locations and a dedicated 25+ member in-house team offering on-site assistance. Furthermore, partnering with us helps you meet your ESG compliance goals by achieving a remarkable 93.7% reduction in carbon footprint.
Since 2020, we have successfully empowered over 1,000 organizations, building trusted relationships with industry leaders like Reliance, Muthoot Finance, MediaTek, Metropolis, and TimesPro. Having successfully deployed in excess of 250,000+ units to date, our unwavering commitment to excellence is reflected in an exceptional 95% customer satisfaction rate. Choose NewJaisa for intelligent, sustainable, and reliable IT infrastructure.
Exhibit Partner
Convox is a technology-driven company specializing in telecom, contact center, and customer engagement solutions for businesses across multiple industries. The company provides cloud
telephony solutions, omnichannel communication platforms, IVR systems, ticketing solutions, API and CRM integrations, connectivity solutions, bulk SMS and WhatsApp services, and phone number verification services designed to improve communication efficiency and customer experience.
Convox also offers AI-powered solutions including voicebots, chatbots, quality analysis, and conversation intelligence tools that help businesses automate operations, enhance customer
interactions, and improve service quality. Our solutions are ideal for BPOs, contact centers, banking and financial services, healthcare, e-commerce, logistics, education, travel, and enterprise support teams looking to modernize customer communication and streamline operations. With a strong focus on innovation, scalability, and reliability, Convox enables organizations to optimize customer engagement, improve operational productivity, and accelerate digital transformation through secure and cost-effective communication technologies.
CX Partner
Media Partner
NewsPatrolling.com is a dynamic and diversified news platform that brings readers the latest and most relevant updates from across India and around the world. Covering a wide range of categories including politics, business, lifestyle, health, technology, sports, and entertainment, the portal caters to a broad audience with varied interests. In addition to timely news coverage, the platform also features thought-provoking opinion pieces, expert insights, and in-depth articles that provide a deeper understanding of current affairs.
What sets NewsPatrolling.com apart is its commitment to providing a voice to emerging talent and ideas. The platform welcomes guest posts, startup stories, and press releases, offering opportunities for individuals, entrepreneurs, and organizations to reach a wider audience. With a user-friendly interface and a focus on quality content, NewsPatrolling.com has become a trusted source for information and a space for meaningful engagement in India’s ever-evolving digital media landscape.
Media Partner
Asia Business Outlook is a business magazine providing a comprehensive outlook on Asia’s industrial landscape. With a constant focus on the region’s thriving business environment, the magazine caters to C-level executives across diverse sectors who seek valuable insights to navigate the dynamic Asian market. Asia Business Outlook stands out from other business magazines through its in-depth coverage of the challenges and opportunities faced by businesses in Asia.
Asia Business Outlook enables business executives to make informed decisions and stay ahead of the competition. Its readers get first hand insights on emerging market trends, disruptive technologies, regulatory developments, and investment opportunities across Asia. The magazine also presents success stories of leading businesses in the region, showcasing their journeys. It also features exclusive interviews with business leaders, offering a panoramic view of the strategies employed by them in their respective sectors.
Today, Asia Business Outlook has become the go-to business magazine for C-level executives from varied sectors across Asia. It has achieved this feat by offering a plethora of expert analysis, enabling readers to make informed decisions, capitalize on opportunities, and thrive in the ever-evolving Asian market.
Who should attend?
CXOs, Directors, VPs, AVPs, and Heads of:
Business Excellence & Process Excellence
AI, Analytics & Automation Specialists
HR & Workforce Development Leaders
Banking, FinTech, and E-Commerce Executives
Solution Providers and Technology Partners
Customer Experience, Customer Success & Support
Digital Transformation & Technology
Operations
Delivery
BPO
Shared services
Product
Contact Centres
Outsourcing
Business Transformation