📰 BPO Industry News

Curated BPO industry news, trends, and insights. Powered by Marcas BPO.

Pegasystems Has Put a Price on Agentic Customer Service. Buyers Need the Fine Print
Sep 14, 2026 · Pega Customer Service is moving toward a governed workflow layer beneath the contact center, with Infinity 26 adding MCP...
No, Your Data Residency Pitch Won't Close Deals
Sep 14, 2026 · Data residency only gets a vendor through the procurement gate; it's not a deal-closer. Two nearshore executives explain...
CRM’s Next Challenge Is Making Customer Context Useful to AI Agents
Sep 14, 2026 · CRM has been declared dead more than once. AI agents are giving the prediction a new lease of life, but the bigger story...
Your Brand Has an AI Reputation. You May Not Like What It Is Saying
Sep 14, 2026 · AI reputation is becoming a live business risk for brands as customers increasingly use large language models (LLMs) to ...
What Is TTEC’s Agentforce Contact Center Deployment Solution, and Why Does Compass Matter?
Sep 12, 2026 · TTEC now has credible production evidence to point to after deploying the first live Salesforce customer on Agentforce, ...