Which future technologies are relevant for BPO companies? Are BPO companies keeping pace with the latest technologies?
Multiprotocol Label Switching (MPLS) networks are being deployed in the BPO sector in a big way because they offer a lot of flexibility while ramping up. It is a huge difference from running one’s own IPLC etc. Moreover we can run any protocol on it-the voice ERP that includes call recording for analyzing quality of calls, duration of call etc. Call management pieces, and work force management that includes routing of calls to the right skilled person are picking up pace. Computer Telephone Integration (CTI), which has been in the market for some time, and Interactive Voice Response (IVR), which ensures voice menu etc are also popular technologies. Another technology, which is going to come in a big way, is the speech recognition piece and is going to change the voice process over a period of time. VoIP also has a future, provided applications that leverage it are available. On the data front, workflow systems are being deployed because in a BPO, it is a staple form of handling custome
