Outsource has published an article on the future of BPO and relayed insight from expert commentators on the hot trends in this sector. Mark Lewis,Partner, Head Commercial Practice, Berwin Leighton Paisner, identifies robotics and Blue Prism as a game changer.
“Robotics: they really could change the game. See what UK provider Blue Prism is up to. Result: generic BPO processes will be almost completely automated within five years. Other generic processes, e.g. research and analytics, will follow. Then for the turn of domain-specific processing, e.g. insurance policy administration. Within the decade, all will be effectively automated. Where does that leave the offshore and nearshore BPO industries? Unless they adopt robotics (see what Infosys has just done) and go up-market, they’re finished.”