AI Agents and the Rise of SaaS 2.0

The global Business Process Outsourcing (BPO) industry is undergoing a seismic transformation due to the emergence of autonomous, LLM-powered AI agents that are rapidly changing how services are delivered. This report examines how BPO firms must adapt their delivery models, talent strategies, technology partnerships, and customer engagement frameworks to thrive in an AI-first era. The report introduces Service-as-a-Software (SaaS 2.0), a new paradigm combining domain-specific expertise with modular, AI-powered solutions to deliver scalable, outcome-driven service delivery

In this Viewpoint, we highlight the opportunity for BPO firms to evolve into trusted AI-first transformation partners by either developing their IP or partnering with technology providers, shifting from traditional labor-based service delivery. For enterprises, this report offers a blueprint to enhance existing BPO engagements for faster AI adoption, improved Customer Experience (CX), and smarter, more cost-efficient growth. It also provides an actionable roadmap for BPO firms and enterprises seeking to lead in the SaaS 2.0 era.