The BPM industry is growing faster than the IT services sector, which is affected by macroeconomic uncertainty
Shivani Shinde mumbai
The business process management (BPM) industry in India is set to be revolutionized with the use of generative artificial intelligence (AI).
K. Kritivasan, CEO and Managing Director of Tata Consultancy Services, the country's largest and world's second-largest information technology (IT) services company, said that with the rapid adoption of AI, call centers will He said there would be “minimum” requirements. .
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“To me, in an ideal scenario, there would be very few inbound call centers handling incoming calls. We are at a point where technology can predict incoming calls and proactively address customer concerns. ” Kritivasan said in an interview with the Financial Times.
On the other hand, the BPM industry is growing faster than the IT services sector, which is affected by macroeconomic uncertainty.
India is one of the biggest players in the call center business, but many companies are moving away from low-end voice-based services.
A significant portion of voice work has also relocated to areas such as the Philippines.
The industry, once known as BPO (Business Process Outsourcing), was also rebranded as BPM in 2012 to reflect the maturity of the services it provides.
Some important parameters of BPM industry
| BPM | 2023-24 | 2022-23 | YoY comparison |
| $48.9 billion | $47.3 billion | 3.38% | |
| BPM export | $43.2 billion | BPM leverages cloud-based AI and analytics to develop specialized capabilities for data monetization and is expected to grow by 2.7% in 2023-24. (Export only) | |
| Domestic | $5.7 billion | $5.3 billion | 7.6% |
| IT services | |||
| $128.4 billion | $124.8 billion | 2.9% |
Total number of employees (IT services + BPM, etc.): 5.43 million people
