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French IT giant Capgemini’s agreement to buy business process outsourcing (BPO) major WNS for $3.3 billion may signal the revival of the IT-plus-BPO model, as analysts expect a wave of deals and consolidation to hit the industry which is seeing reorganisation due to artificial intelligence (AI).
This reflects the ongoing talk of a declining traditional and legacy BPO or call centre industry—which is voice-based and has transaction-heavy processes—ready for reinvention and moving to a digital-first model with the adoption of AI.
“Pure-play BPO…
