BPO in the Second Roaring 2020s

By Dynaquest Technology Services

Digital transformation has reshaped businesses and the BPO / Shared Services industry in the last decade. As we enter a new decade, the business world and its leading enterprises are experiencing disruption as the forefront of impact technologies such as Intelligent Automation (AI) and Robotic Process Automation (RPA) are making us rethink business processes. With the disruption comes another impending transformation as BPOs and Outsourcing providers are also evolving to move with the times. The result is an industry of business relations and their outsourcing partners all integrating Artificial Intelligence (AI) within processes involving people and communications. The product is a synthesized, harmonized and collective platform where intelligence of corporate strategy, data insights, AI decision-making and communications intelligence all come together.

The future of the industry as we know it will evolve and involve AI at various capacities. AI that serves as aggregators of data, interpreters of data and assistants will come to be a dependable and even indispensable in the future as it generates unprecedented weight on the capabilities of the business on value creation and value chain optimization.

The integration of Artificial Intelligence and Advanced Data Analytics (ADA) into the picture offers a greater insight on process statistics like never before. We are generating data and learning of data occurrences in real-time with the aid of AI powered data interpreters. For business analysts and the corporate strategists, these hyper data trends allow the enterprise to move quicker and adapt faster based on business circumstances. What were once invisible cost drivers such as the time to respond to crisis and the values lost in the process of adaptation, are becoming fixed metrics as business departments around the world are becoming increasingly aware of advanced business analytics.

Picture this process: AI at the forefront of the collective intelligence platform will act as data aggregators. Another AI platform will be in charge of the big data and hyper data interpretation – churning and chewing data for interpretation of the business analysts. From there, corporate strategists and department heads will be able to respond in real-time by crafting policies and executing strategies that will lead to greater efficiency. This is the collective intelligence platform in action and to scale it as an industrial service or solution will be another profitable market for specialized outsourcing or solutions providers.

The myth that artificial intelligence will replace human specialists at the forefront of customer service and technical support layers has been dispelled through the existential use cases of solutions providers that mixes processes involving BPO professionals whom are aided by AI or cognitive applications. The result is a hybrid support for customer care in one of the use cases involving that alley. Drawing upon a knowledgebase that is aggregated by a cognitive software, the customer care specialist’s knowledge capacity is greatly augmented to handle even the most complex of questions in which the customer may ask. Under this unfolding extraction of information versus knowledge stored from a knowledgebase, the capacity of a customer care specialist is greatly augmented and in turn, customer retention or satisfaction rates will also improve in their reputation or scores.

Perhaps the greatest opportunities for BPOs and Shared Service providers in the waves and waves of technology-driven disruption are the emerging and frontier-markets where specialty solutions and very niche-specific solutions can be made as a service. In the age of Everything-As-A-Service, a service within a service may as well be grounds for innovation. As the world becomes smaller and everything becomes inter-connected by technologies such as Blockchain, AI and the Internet of Things working seamlessly, people as professionals that are aided by technology or excel in the operation of a particular software, are a welcome interface for communicating people with people. Times may change and technology will dictate broad business changes, but innovation will pave the way for service providers to keep up and win with the times.

The future of the industry will not be all about business. There is a growing movement among technology providers and international non-profit organizations in using technology as a means to foster inclusivity within economic growth. Programs such as the UN’s Sustainable Development Goals and National Identity Programs across countries are making a case for a much more meaningful involvement when it comes to corporate social responsibility. DynaQuest Technology Services Inc CEO and Founder Randy Knutson is considered to be among the early adopters of Blockchain and Impact Technologies in the country. With over 30 years of experience in managing the transition of enterprises when it comes to the adoption of information systems and core technologies, Randy acknowledges the growing impact of technology when it comes to economic and social development. “In the 2020s, we will be asking ourselves – what meaningful things can we do with technology? --- As a means to answer not only business needs but to also come up with solutions that truly make a difference.” Randy stated. “Furthermore, businesses and corporations are becoming more than just technology accelerators, but now are also at the forefront as enablers of technology that answer global socio-economic challenges in the modern world.”

In the span of six years from 2013 to 2019, DynaQuest has since evolved from a BPO known for Specialized Solutions to an award-winning Blockchain solutions provider. Today, the company is working on projects that involve Digital Identities for social inclusion of underserved communities and the revitalization of local economies through a Blockchain ecosystem that will fast-track their development from grassroots to the global markets. Spearheaded by Randy, who is also a founding member of the Philippine Blockchain Association and a founding board member of The Society of Impact Technology United for the Philippines (SITUP), an alliance of businesses and technology solutions providers whose aim is to educate, promote and accelerate the adoption of groundbreaking technologies in the Philippines. “The next big wave of disruption is here and we’re looking at the threshold of the fourth industrial revolution,” said Randy Knutson. “With disruption comes opportunities through innovation and DynaQuest is in the driver’s seat to accelerate that great tech migration.”

ABOUT DYNAQUEST

DynaQuest is an award-winning Blockchain & IT solutions provider that delivers customized and flexible solutions across the industries of Enterprise, FinTech, HealthTech, InsurTech and Information Security. DynaQuest is recognized by organizations such APAC CIO Outlook as among the “Top 10 Blockchain Solutions Provider in Asia & Pacific of 2019” and by the Blockchain Economic Forum for the “Top Blockchain Achievement Award for 2019”. The company was also named as among the Top 10 Identity and Access Management Companies in Asia and the Pacific by Enterprise Security. From consultation, use case building, development and continued support, DynaQuest helps businesses transition to a Blockchain-enabled business operation.