How Agentic AI Is Transforming BPOs into Tech-Driven CX Partners

The Business Process Outsourcing (BPO) industry is undergoing one of the most profound transformations in its history. Artificial intelligence is no longer a back-office enabler — it’s the core engine driving a new generation of service delivery models known as SaaS 2.0. This shift is redefining how BPOs operate, scale, and create value, moving them from labor-led execution to technology-powered, outcome-driven partnerships.

In this exclusive webinar, Everest Group, Parloa, and Concentrix bring together thought leaders to unpack the findings from Everest Group’s new paper, AI Agents and the Rise of SaaS 2.0.

Oliver Cook, SVP BPO Partnerships at Parloa, will explore how generative AI and intelligent automation are transforming customer experience operations, enabling scalable, AI-first solutions that go far beyond traditional automation.

Ali Fry, Global VP - Consulting & Data Intelligence Services at Concentrix, will share how Concentrix is embracing this transformation, evolving from a services provider into a technology-driven partner that delivers measurable business outcomes through AI.

Aishwarya Barjatya, Practice Director at Everest Group, will moderate the discussion, connecting key insights from the paper with real-world transformation strategies.

Join us to understand what SaaS 2.0 means for the future of BPOs, how AI agents are becoming central to customer engagement, and how enterprises can partner with next-generation BPOs to unlock new levels of agility, scalability, and value creation.