Insights & Strategy
Industry Insights
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Industry Insights
We Keep Getting Calls From M&A Firms Pitching AI Deals. The 'Boring' BPO Market Is Suddenly Hot.
Sierra hit $10B. A16Z wants to unbundle the $300B BPO market. From inside the industry, the AI transition is messier than pitch decks suggest.
Mar 9, 2026 · 9 min
Industry Insights
Computer Associates Founder Charles Wang Gave Us a Big Break 20 Years Ago — Then We Built a Global BPO
Computer Associates founder Charles Wang gave a young immigrant a shot at KylinTV. 20 years later, that became a 2,500-agent global BPO.
Mar 7, 2026 · 10 min
Industry Insights
I Spent 30 Minutes on a Call With Nothing Left to Fix. It Was the Most Important Call of the Day.
A Callnovo support agent shares what really happens on the phones — emotional labor, missing docs, and the 30-minute call that saved a customer.
Mar 3, 2026 · 7 min
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