AI Agents and the rise of SaaS 2.0: redefining the future of BPOs
About this report
The BPO model is being rewritten. As SaaS 2.0 takes hold, traditional outsourcing models are being replaced by configurable, AI-powered platforms built on proprietary IP.
This report from Everest Group breaks it down. And we’re making it available here for everyone.
Inside, you’ll learn:
Why AI is now table stakes for customer experience (CX) and what that means for BPOs
How SaaS 2.0 is reshaping service delivery: modular, configurable platforms that replace traditional labor models
The shift from implementing generic AI tools to building purpose-built agents that reflect domain-specific expertise
Why the value of AI in enterprise CX isn’t just about efficiency, but revenue, personalization, and strategic leverage
The foundations BPOs need to put in place for effective AI adoption: governance, compliance, and transparency
New pricing structures built around outcomes, not headcount
“The BPO industry is at a critical crossroads. AI is not just a tool but a transformative force reshaping service delivery. ”
Sharang Sharma, Vice President, Everest Group