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bpo_insights

[BPO Insights] If BPOs Absorb 6 Hidden Costs, What's Their Real Margin on AI Partnerships?

The Costs Nobody Accounts For Every AI vendor selling through BPO partners prices their platform based on their own cost structure.

bpo_insights

[BPO Insights] The Security Review That Took 4 Months (And What I'd Do Differently Next Time)

The Deal That Got Stuck in Compliance Purgatory Four months ago, we started a conversation with a social enterprise BPO.

bpo_insights

[BPO Insights] BPO Funding Activity Is Down 40%: The Market Is Picking Winners and They Don't Look Like BPOs

Most BPO Operators Haven't Noticed.

bpo_insights

[BPO Insights] The Convergence of Voice, Vision, and Desktop AI: Why "Agentic" Isn't a Buzzword

The Buzzword Problem Let me state something upfront: I'm tired of hearing "agentic AI." Every enterprise software company now claims to have an "agentic" platform.

bpo_insights

[BPO Insights] Three Features I Built That Nobody Uses (And One I Almost Didn't Build That Everyone Wants)

The Features I Was Proud Of I'm going to tell you about three features my team spent months building.

bpo_insights

[BPO Insights] Implementation Fee Structures: How Payment Timing Impacts BPO Technology Adoption

The Deal That Died on the Wrong Number A Pan-African BPO operator wanted to run a proof of concept with our platform.

bpo_insights

[BPO Insights] What a 53% Healthcare Revenue BPO Taught Me About Vertical Focus and AI Urgency

The CEO Who Showed Up to a Vendor Call I've been on hundreds of evaluation calls with BPOs.

bpo_insights

[BPO Insights] BPO M&A Is About to Accelerate: Why AI-Ready Operators Command 2-3x the Multiple of AI-Lagging Peers

The Quiet Shift in BPO Due Diligence Something changed in the last 12 months in how private equity firms evaluate BPO acquisition targets.

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[BPO Insights] Outcome-Based Pricing Restructures the Entire BPO Value Chain — Not Just the Invoice

The Misunderstanding Most BPO executives treat outcome-based pricing as a pricing decision.

bpo_insights

[BPO Insights] A Customer Taught Me Our Pricing Model Was Upside Down — And It Changed How We Sell

The Call That Rewired My Thinking Three months ago, I was on a call with a COO at a mid-market healthcare BPO.

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[BPO Insights] The Automation Curve: At What Call Volume Does AI Beat Humans on Cost-Per-Resolution?

The Question Nobody Asks Correctly Every BPO operator considering AI asks the same question: "Is AI cheaper than human agents?" The answer everyone gives: yes.

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[BPO Insights] "Just Show Me It Works on One Client" — Why the Minimum Viable Proof Point Closes More BPO Deals Than Any Pitch Deck

One client, live in production, with metrics I can see and verify.