BPO (Business Process Outsourcing) Services

Call Center Service Users, Call Center Service providers, IT vendors, printing companies, back-office and other service providers, and Solution vendors for call centers

I   Use of AI and Future Perspectives in Contact Center Market

1. Current Status of Use of AI in Contact Centers
2. Future Utilization of AI to be in Progress or Not by Segment

1. Major technologies expected to be adopted in contact-center services
2. Emotional intelligence
3. Segments difficult to use AI for replacement
4. Segments relatively easy to adopt AI for replacement

3. Influence of AI to Contact Center Industry
4. Future Strategies

1. Future Directions at Call Center Service Providers
2. Future Directions at Solution Providers for Call Centers

II    RPA (Robotic Process Automation) Utilization in BPO Market

1. What is RPA (Robotic Process Automation) ?
2. Background of Why RPA is Needed
3. Areas that RPA Pervades, Cooperate, and be Adopted
4. Areas Not Appropriate to Introduce RPA and Direction of BPO Service Providers

III   Case Studies of AI Services Adopted by Call Center Service Users

8 User Companies

IV   Ideas and Attempts toward AI and RPA at Call Center Service Providers

18 Call Center Service Providers

V   Ideas and Attempts at IT Vendors Providing BPO Services

13 Vendors

VI   Ideas and Attempts by Printing Companies Providing BPO Services

6 Companies

VII   Ideas and Attempts by Back-Office and Other Service Providers Providing BPO Service

14 Providers

VIII   Ideas and Attempts by Solution Vendors for Call Centers

22 Vendors