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
Our Speakers
Pranav Kumar
Senior Director - Data & AI | Customer First | Digital & Data Driven Cx | Gen AI & Agentic AI for Cx Capgemini
Arumugam K
Brand Ambassador of BAIL VP & Head: Digital Transformation's Global Delivery: AI Cloud & DNA Mphasis
Palani Balasubramanyam Nama
Vice President - Technology. MGS - Corporate Technology IBG & Ops Mashreq Bank
John Peter
Director - Head of Continuous Improvement & DNA -Business Excellence Omega Healthcare Management Services
Ramesh Murugesan
Vice President and Head of Business Excellence Omega Healthcare Management ServicesAwards
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
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
Why Sponsor?
Agenda
| Time | Session |
| 08:30AM | Registration and Morning Refreshments |
| 09:25AM | Opening remarks by The Brainalytics |
| 09:30AM | Icebreaker Session (An interactive session where participants introduce themselves and share their key learning from conference.) |
| 09:40AM | Keynote by Industry Speaker : BPO 5.0: India’s Roadmap to Global Leadership in Outsourcing. Session Focus : From Cost to Value: Transforming BPOs into strategic growth partners. AI & Automation: Driving efficiency, predictive insights, and hyper-personalized CX. Future-Ready Workforce: Upskilling for AI-driven roles and hybrid operations. Sustainable Leadership: Ensuring ethical AI, data privacy, and global competitiveness. |
| 10:00AM | Standalone 1 : Human + AI Collaboration: Empowering Agents and Customers in the Next Era of Contact Centers Session Focus :Augmented Workforce: Combining human empathy with AI efficiency to enhance agent performance. Hyper-Personalized CX: Using AI insights to deliver tailored, proactive customer experiences. Seamless Integration: Creating workflows where humans and AI collaborate smoothly across channels. Future-Ready Operations: Leveraging Human + AI synergy to drive scalability, cost efficiency, and innovation. |
| 10:20AM | Panel Discussion 1 : Rewriting the CX Playbook: Customer-Centric Data for the Contact Centre of the Future. Session Focus : Data-Driven Insights: Leveraging customer data to anticipate needs and personalize interactions. Unified Customer View: Integrating data across channels for seamless, consistent experiences. Actionable Analytics: Translating data into strategies that improve engagement, loyalty, and retention. Future-Proofing CX: Building AI-enabled, adaptive contact centers that evolve with customer expectations. |
| 11:10 AM | Networking Break |
| 11:30AM | Panel 2 : From Voice to Omnichannel: Designing Seamless, Connected Customer Journeys. Session Focus : Omnichannel Integration: Aligning voice, chat, email, social, and emerging channels for a unified experience. Customer Journey Mapping: Understanding touchpoints to deliver consistent and contextual interactions. Technology Enablement: Leveraging AI, automation, and analytics to connect channels and improve CX. Measuring Success: Using metrics and insights to optimize engagement, satisfaction, and loyalty. |
| 12:25 PM | Standalone 2 : Future of Work in BPOs: Building a Digitally Skilled, AI-Ready Workforce. Session Focus : AI-Driven Skill Development: Upskilling employees for emerging roles in automation and AI. Hybrid & Flexible Work Models: Designing work environments that balance remote, on-site, and flexible shifts. Employee Engagement & Retention: Creating programs that motivate, retain, and grow talent in a digital-first era. Future-Ready Leadership: Cultivating leaders who can manage AI-human collaboration and drive innovation. |
| 12:45 PM | Standalone 3 : Cybersecurity in BPO & Contact Centres: Safeguarding Trust in the Digital Era. Session Focus : Protecting Customer Data: Implementing robust measures to secure sensitive client and customer information. Compliance & Regulatory Readiness: Adhering to global standards, privacy laws, and industry regulations. Threat Detection & Response: Leveraging AI and analytics to proactively identify and mitigate cyber threats. Building Trust: Ensuring transparency, accountability, and resilience to maintain customer confidence. |
| 01:10 PM | Networking Break |
| 02:10PM | Panel 3 : Transforming Customer Engagement: The Shared Services Advantage in Contact Centre Operations Session Focus : Seamless Integration: How shared services streamline processes to enhance contact centre efficiency and CX delivery. Data-Driven Insights: Leveraging centralized data from shared services to anticipate customer needs and personalize interactions. Cost & Performance Optimization: Using shared services to reduce operational costs while maintaining high service standards. Future-Ready Collaboration: Aligning human talent and AI across shared services and contact centres to drive innovation and scalability. |
| 03:00PM | Standalone 4 – Gamifying the Workforce: Can Engagement Boost Agent Productivity and Retention? Session Focus : Incentivizing Performance: Using gamification to motivate agents and drive measurable productivity. Skill Development & Learning: Enhancing training programs through game-based learning and simulations. Employee Engagement & Retention: Building a more motivated, satisfied, and loyal workforce. Measuring Impact: Tracking performance improvements, participation, and ROI from gamification initiatives. |
| 03:20PM | Tea – Coffee Break |
| 03:40PM | Panel 4 Contact Centres 2030: What Will the Next Decade of Customer Engagement Look Like? Session Focus : AI & Automation at Scale: How intelligent systems will drive proactive, predictive, and personalized customer interactions. Omnichannel & Immersive Experiences: Integrating voice, chat, video, and emerging technologies like AR/VR and the Metaverse. Human + AI Collaboration: Redefining agent roles and enhancing customer engagement through hybrid models. Data-Driven Decision Making: Leveraging advanced analytics to optimize CX, loyalty, and operational efficiency. |
| 04:30PM | Awards |
| 05:30 PM | Close of the Conference |