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Technology in the world of Contact Centers and BPOs

This eBook was prepared based on the study carried out between GoContact and CGI to research after the pandemic the changes that occured among the needs of Contact Centers and BPOs.


The sectors that use services provided by Contact Centers and BPOs are changing. It is important to point out that despite the financial, telecommunications and insurance sectors being the most traditional sectors in the services provided by Contact Centers and BPOs, in the last decade the sectors related to digital companies (retail, health, tourism, logistics and transport) have increased as well, such as the gaming, entertainment and security sectors.

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