Sudden out surge of Pandemic acted as a catalyst forcing the BPO Industry to revamp itself. 2020 has brought about so many changes for every industry, while some have suffered, others have learned to pivot and adapt to survive and even thrive during this pandemic. BPO industry being one such that was able to leave behind archaic thoughts about remote working and accept it completely to function during the times of lockdown across the globe.
With an urgent need to move operations remote, we saw many traditional BPOs going through digital transformation. The Business Process Outsourcing (BPO) sector features contact center agents working from different locations and answering millions of calls every day. BPO services have always been about speed, responsiveness, understanding concerns of a lead and offering competitive value.
Our roundtable “BPO Impact Tech Talks “will focus on as the pandemic unfolded, how has BPO industry responded and how flexible the industry has been in navigating innovative and pragmatics solutions to support their clients which was the need of an hour. Unleash the potential How COVID-19 has necessitated a fundamental rethink of the existing BPO model and strategy.
Presenting Partner
Ameyo is an Omnichannel customer engagement platform that empowers customer experience teams to deliver exceptional customer service.
With Ameyo, it’s easy to deliver end-to-end automation for the most demanding customer engagement processes. We’ve over 2,000 organizations including HDFC Bank & Byjus running mission-critical processes and workflows on Ameyo.
Conversations across marketing, sales & service on any engagement channel can be served from a single platform. Our solutions also include case management, outbound dialer and Customer Service CRM, combined with powerful reporting and dashboards that surface actionable insights.
Ameyo’s user-friendly product experience means it’s a platform that agents & supervisors are excited to use, saving time and enhancing productivity. Our products are configurable to your company’s processes which allows you to save operational costs along the way.
Ameyo now serves the end-to-end need of message to bot to human and has been providing customer engagement solutions for the last 17+ years. We’re recognised by Gartner, Forrester, Nasscom and TMCnet. Visit us at www.ameyo.com
Our Speakers
Rituparn Bakshi
Head Quality – Enterprise
Tech Mahindra Business Process Services
Venkatraman Umakanth
VP & SBU Head Analytics & IT
Vee Technologies
Sanjay Lokapur
VP Finance
Epicenter Technologies
Mukesh Jain
CTIO & VP Insights & Data
Capgemini India
Vikash Sureka
Global CFO
Startek
Yahya Rasheed
Global Head of L&D & Quality
– Digital Workplace
HCL Technologies
Bharathwaj Ranganathan
APAC Head of FPIA Consulting
Capgemini India
Ankur Srivastav
Asst. Vice President
– Business Development
Cogent E Services Private Limited
Pravin Vinchurkar
Director
Global Procurement Teleperformance
Subah Sahni
Business Acquisition Lead- India
CBSL Group
Sachin Bhatia
CEO
Ameyo
Key takeaways
Tackling the challenges of remote working during a pandemic
How to empower your workforce to work from home
Driving customer satisfaction with remote customer experience
Role of technology in the pandemic era
Post-pandemic trends and strategy
Sessions
3:30 PM – Opening Remark By The Brainalytics
3:35 PM – Roundtable Discussion Focus Areas
1. Remote working in BPO – Challenges and Benefits
2. Changing Landscape for BPOs with AI, ML & Automation
3. Rethinking BPO in the post Covid -19 – Being flexible, responsive and digital adoption
4. Impact of COVID 19 on the BPO Industry: Emerging Trends
5. Unleashing the potential of Contact Center for BPO?
6. Enhancing customer experience strategy through Omnichannel cloud call center