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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.

The 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.

Exhibit Partner

Media Partner

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

Girish Menon

Managing Director HSBC

Pranav Kuma

Senior Director - Data & AI | Customer First | Digital & Data Driven Cx | Gen AI & Agentic AI for Cx Capgemini

Kaushik Chaki

Director- Service Delivery Concentrix

Prabhakaran G

Director - Global Operations Cognitive Infrastructure Services LTI Mindtree

John Peter

Director - Head of Continuous Improvement & DNA - Business Excellence Omega Healthcare Management Services

Sandeep Agarwal

Associate Director Flipkart

Sandhya Rani

Global Operating Leader Genpact

Arvind K Shukla

Senior Vice President - Head Of Global Workforce Service Delivery Sagility

Arvind Kasi

SVP Chief of Staff to COO & Global Head – Quality, Workforce Management & PMO [24]7.ai

Steve Ernest

Senior Vice President - Head International Operations Startek

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

Ramakrishna S

Vice President & CTO - Global Digital Customer Experience (DCX) Capgemini

Jayant R Bhat

Vice President Operations Bridgestone GCC

Ramesh Murugesan

Vice President & Global Head Business Excellence Omega Healthcare

Viraj Naik Bhatkar

Deputy VP Digital Products | Product Strategy | Customer Experience Kotak Bank

Trevor Fernandes

Regional Head - Shared services contact center HSBC

Muthu Krishnan Gnanadurai

Head of Business Excellence & Transformation Nokia

Amit Singh

National Head Contact Center Operationccc Ujjivan Small Finance Bank

Archana Tripathi

Senior General Manager - Consumer Insights and Analytics Aditya Birla Fashion and Retail Ltd.

Awards

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

ClearTouch is a cloud-hosted contact center platform provider, which enhances the customer experience of organizations across Banking, Insurance, Healthcare, BPOs, ARM/Collections, eCommerce, and Automotive, among others. Our platform comes packaged with everything – dialer, telephony, team management, analytics & intelligence, data & digital services, and integrations — all of this at a per- minute pricing. You don’t have to depend on multiple providers to manage your contact center, call center, or customer service function. And, would you believe it, unlike other platform providers, there are no contractual commitments with us. No long-term contracts. No minimum guarantees. We have integrations with multiple industry CRMs, Helpdesk software, collections software, and it is easily integrable with any best-of-breed IT solution. As pioneers in cloud technology, ClearTouch has been in business for over 25+ years, worldwide presence, serving over 2500+ diverse client base, and 2+ billion calls handled as standing testimony of our position in the customer experience space.

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.

Learn More

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.

Learn More

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?

Showcase Tought Leadership:
Position your brand as a pioneer in BPO, contact centres, and customer experience innovation.

Reach Decision-Makers:
Connect directly with CXOs, VPs, Directors, and senior leaders driving strategic transformation

Generate High-Quality Leads:
Engage with top-tier executives and infuencers looking for cutting-edge solutions.

Strengthen Brand Visibility:
Gain exposure across event marketing, digital campaigns, and on-site branding

Network with Industry Experts:
Build relationships with peers, clients, and partners in BPO, shared services, banking, and e-commerce.

Launch & Promote Solutions:
Showcase your products, technologies, and services to an engaged audience.

Align with Innovation & Trends:
Be part of discussions shaping the future of CX, AI, and digital transformation.

Registration Form

    Registration

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    Award Nomination Form

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    1. Fill in your details.
    2. Select a category.
    3. Submit case study or white paper along with the form

    Jury will be selecting the best case study. You would be informed by our team 10 days prior to the event.

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