Hybrid BPO combines AI-powered document processing with human expertise to change how outsourcing works. AI now extracts, classifies, and analyzes documents faster than ever, but limited access to trusted enterprise data often stops end-to-end automation. This article explores how secure orchestration closes that last-mile gap, so BPO providers can connect intelligent processes to customer systems while protecting data sovereignty, security, and governance. Frank Volckmar, Managing Director, CANZ, TCG Process Pty Ltd, explains how the OCTO orchestration platform from TCG Process enables governed data exchange, validation, business rules, and human-in-the-loop decisions. The result is more straight-through processing, better accuracy, greater efficiency, and stronger partnerships between BPO providers and their customers.
BPOs have traditionally relied on labor arbitrage and scale efficiencies to offer value to their customers, however, the BPO market has evolved into process specializations that can quickly offer clients automation efficiencies. According to analysts, the volume of documents coming into enterprises has increased by 4x in 2020, and they're looking to BPOs to help them manage this increase in workload. This then finds many BPOs at an inflection point where they are choosing between investment in additional resources or greater levels of automation. In this blog, we discuss changes in the outsourcing industry with TCG's Australia team, who support these organizations with improving automation through a mix of modern technology and experience.
Insurance companies were among the earliest adopters of the first wave of digital transformation - simply because their whole business is processing information from documents. From large global providers, to smaller, country-specific insurers, the industry as a whole has been impacted significantly by the new ways in which customers expect to communicate with services like insurance: via phones, computers, websites, apps, social media channels. In this interview with Erwin Schwartzel, TCG will connect the dots on the evolution of technologies and solutions available, how they address the customer experience and ingestion of customer information, and how TCG's customers are utilizing the technology to improve customer interactions while reducing risk.
