Efficiency demands push beyond low‑cost labor
India’s BPO sector faces a turning point as genAI BPO disruption forces a shift away from traditional, pure-play models. While diversified giants thrive by blending outsourcing with IT and AI services, legacy firms are struggling against stock declines and automation in critical workflows. Analysts warn that without rapid reinvention, traditional BPOs risk losing ground to AI-powered competitors offering end-to-end efficiency.