The specialized magazine Contact Center Hub, one of the most influential media outlets in the sector in Spain, recently conducted an exclusive interview with Ricardo Durán, president of Outsourcing S.A.S. BIC, and Ernesto Pedrosa (EP), CEO of Automaise. The interview focused on the impact the alliance between the two companies has had on the BPO ecosystem and on artificial intelligence applied to Customer Experience.
This meeting was no coincidence. The media outlet saw this collaboration as a clear example of how two leading companies in their respective fields—one with more than 30 years of BPO experience in Latin America and the other with cutting-edge technological development in Europe—are redefining the future of customer service, connecting operations, automation, and user experience in a single model.
AI as an enhancer of human talent
During the interview, both leaders shared the shared vision that gave rise to the alliance: freeing people from tasks that don’t make the world happy. Through solutions like Automaise’s AI Agents, BIC Outsourcing S.A.S. is bringing digital transformation to companies in Colombia and Spain, while maintaining a focus on empathy and human value.
This shared approach caught the attention of Contact Center Hub for one key reason: it’s not just about automation, but about elevating the impact of people and sustainably improving business outcomes.
Why is this alliance so relevant?
Confluence of expertise:
- Outsourcing S.A.S. BIC: BPO benchmark in Latin America.
- Automaise: pioneers in conversational AI, implemented in major European brands.
Measurable results:
- 24/7 support with frictionless AI.
- Reduction in operating costs of up to 40%.
- Increase in agent productivity by 70%.
More than an alliance: a new way of thinking about BPO
What the outlet highlighted in its article was the shared philosophy between the two organizations: using artificial intelligence not to replace people, but to empower them.
This hybrid model, where humans and AI work hand in hand, is the path companies are taking to compete in an increasingly demanding and connected environment.
If you want to understand how the future of CX is being built on two continents, don’t miss the interview published by Contact Center Hub: