AI and Cloud Innovations: Transforming BPO and Customer Engagement

Update: 2025-04-29

Description

In this episode, Miriam explores the transformative role of generative AI in retail and consumer goods, focusing on its impact on BPO professionals. She discusses scalable data architectures and the influence of AI and cloud technologies in the industry. Insights include Wipro and Discover Home Loans' digital transformations and flexible digital models in the mortgage sector. Miriam covers agentic AI in contact centers and a Fibrus case study on cloud solutions in customer service. The episode highlights the significance of AI and cloud-based solutions in BPO, featuring ibex's AI-driven customer engagement tools, and concludes with a call to adopt AI-driven solutions and a subscription reminder.

(0:00 ) Introduction to generative AI in retail and consumer goods
(1:12 ) Investments in scalable data architectures
(2:36 ) Implications of AI and cloud for BPO professionals
(3:10 ) Wipro and Discover Home Loans digital transformation
(4:13 ) Impact of flexible digital models on the mortgage industry
(5:14 ) Embracing innovative models in BPO
(5:43 ) Agentic AI’s impact on voice conversations in contact centers
(7:44 ) Fibrus case study on cloud solutions in customer service
(9:16 ) Importance of cloud-based solutions and AI in BPO
(10:12 ) Overview of ibex's AI-driven customer engagement tools
(11:25 ) Adopting AI-driven solutions for BPO professionals
(11:59 ) Conclusion and subscription reminder