In order to deliver successful BPO services, we need to understand the trends of BPO industry and incorporate them into their business processes. Technologies like artificial intelligence, chat bot and data analytics are making impact in BPO industry and their position will become stronger in current year. 1) Artificial Intelligence(AI) AI industry will reach $50 billion in 2020 and is working as the new driving force of BPO services . Predictive analytics finds it’s roots in AI and it helps in collecting and analyzing data and predict trends, patterns and correlations to create intelligent software that learns from its data. Chatbots and call routing also uses artificial intelligence extensively. Bots offer a range of advantages over human agents: they answer queries almost instantaneously and can handle multiple customers, 24*7 support. Virtual assistants handle simple routine queries, whereas agents manage more complex issues. With use of artificial intelligence a
ICCS is a leading BPO service Provider based in India providing services in almost entire domains.