[BPO Insights] The Unbundling of the BPO: Which Functions Get Automated, Which Get Elevated, and What's New

Each function has different skill requirements, different economics, and different susceptibility to automation.

Retell AI Alternatives in 2026: 6 Voice AI Platforms Compared

Why teams look beyond Retell AI, six alternatives mapped to switching reasons, and the API vs. operating-platform decision that matters more than latency benchmarks.

AI Customer Support Pricing in 2026: Per-Minute vs Per-Resolution vs Flat Fee

The three dominant AI support pricing models in 2026, who carries the risk in each, the two numbers that matter more than the rate card, and how to negotiate hybrid structures.

Best AI Voice Agent Platforms for BPOs in 2026: A Practical Comparison

How BPOs should compare Anyreach, Retell AI, Vapi, Bland, PolyAI and Parloa in 2026 — containment, pricing structure, multi-client operations, and deploying on top of existing systems of record.

[BPO Insights] Pre-Seed Life: What Building an AI Company Actually Looks Like Right Now

I'm going to describe what building an AI company actually looks like at the pre-seed stage.

[BPO Insights] The Data Network Effect: Why Every Production Call Makes the Next One Better

The Moat That Builds Itself Every AI vendor talks about data moats.

[BPO Insights] "We'll Circle Back Next Quarter" -- Decoding BPO Delay Language

The Language of No That Sounds Like Maybe Nobody in enterprise BPO sales says "no" directly.

[BPO Insights] The Channel Partner Playbook: How BPO Marketplaces, Outsourcing Advisors, and Consultants Shape AI Buying Decisions

The Deals You Never See Here's a number that should change how every AI vendor thinks about go-to-market in the BPO space: 40-60% of enterprise BPO buying decisions are influenced by intermediaries.

[BPO Insights] Prescription Refills, Insurance Verification, and Referral Coordination: The AI Healthcare Workflow Stack

Healthcare Is Not One Workflow The most common mistake in healthcare CX automation is treating "healthcare" as a single category.

[BPO Insights] The Feature Request That Taught Me to Say No

The Request The email came in on a Thursday afternoon.

[BPO Insights] Headcount vs. Outcome: The Two Metrics That Define Whether a BPO Survives

Two Business Models, Same Industry There are two types of BPO operations in 2026.

[BPO Insights] The QBR That Revealed Why the BPO Was Losing the Account

The Room The quarterly business review started at 2 PM on a Tuesday.