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GARTNER® MARKET GUIDE:
CHOOSING A FUTURE-READY BPO
Get the insights you need to pick the right CX outsourcing partner—what to prioritize, what to watch for, and how to future-proof with the right blend of AI and human support.
You'll find it all in the Gartner® Market Guide for Customer Service and Support Outsourcing, where Ubiquity is recognized as a Representative Vendor.
Here are a few key takeaways:
- 70% of organizations say outsourcing is core to their CX strategy, but many underestimate the risk of a bad fit.
- 51% say they outsource to support internal process improvements, making BPOs long-term CX collaborators instead of stop gaps.
- Blending AI with trained agents isn't optional—it's the baseline for scalable, quality CX.
Explore the full report.
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"BPO vendors can provide critical customer data, leading to insights that impact customer loyalty, retention and spend. By capturing and sharing VoC and CX data, BPO vendors demonstrate more than operational performance; they should be viewed as partners that co-own CX and business outcomes, creating value for both the outsourcer and the service leader."

2024 Gartner® Business Process Outsourcing (BPO) for Customer Service and Support Survey
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GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner, Market Guide for Customer Service and Support Outsourcing Providers, Rupinder Chandhok, Deborah Alvord, Brian Weber, Brady Holbrook, 30 October 2024
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.