OnviSource and CallForce Outsourcing Specialists form a partnership to transform Business Process Outsourcing (BPO) to Business Function Outsourcing (BFO) across South Africa and the global market. This strategic partnership combines OnviSource’s advanced Agentic AI solutions with CallForce’s world-class outsourcing expertise—enabling businesses to seamlessly delegate their entire business functions with confidence, efficiency, and intelligence.
OnviSource, a leading provider of contact center Agentic AI solutions, and CallForce, one of South Africa’s premier outsourcing companies that delivers innovative, customized contact center solutions to the Global Market and recognized for its excellence in customer service and outsourcing services, today announced the formation of a strategic partnership offering Business Function Outsourcing (BFO) services.
CallForce’s successful and proven formula combines the right people, optimized processes, cutting-edge technology, and digital skills to deliver an exceptional customer brand experience. OnviSource offers OmVista contact center Agentic AI, a suite of AI Transformational solutions with Human-in-the-Loop capabilities to elevate contact centers to Super Agents and Super CX, while benefiting operational efficiencies. This strategic partnership positions OnviSource as CallForce’s exclusive AI technology partner, leveraging OnviSource’s OmVista to revolutionize CallForce’s service delivery capabilities and transform it into a Business Function Outsourcing entity.
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“Driven by advances in artificial intelligence and automation technology, such as OnviSource’s OmVista Agentic AI, the traditional Business Process Outsourcing (BPO) industry is undergoing a profound evolution, transforming into a new outsourcing concept called Business Function Outsourcing (BFO),” said Ray Naeini, CEO and Chairman at OnviSource. “In this new model, conventional process-focused outsourcing BPOs are replaced with comprehensive functional ownership models, and we are thrilled to partner with CallForce as they embark on this transformative journey.”
CallForce as a BFO will use advanced AI and automation technologies from OnviSource, combined with human-in-the-loop approaches, to deliver autonomous functional management with outcome-based accountability. This transformation enables client organizations to outsource complete business functions—from customer experience to business function management—without incurring the expense of internal management structures and overhead. The OmVista Agentic AI solution is specifically designed to transform BPOs to BFOs successfully, empowering CallForce to automate complex workflows, enhance decision-making processes, and deliver superior customer experiences across all service lines.
“Selecting OnviSource as our AI Partner represents a pivotal moment in our company’s evolution,” said Candice Roberts, CEO at CallForce BPO. “Their Agentic AI technology aligns perfectly with our vision of delivering exceptional service at the business functional level while maintaining the highest levels of efficiency. We’re confident this partnership will strengthen our position as a new BFO and market leader in South Africa and globally.”
OnviSource’s OmVista AI technology is supported by its Business Analytics Service (BAS), which combines OmVista with Human-in-the-Loop capabilities, allowing for the acquisition of AI solutions risk-free. When combined with CallForce’s advanced BPO services, utilizing the best practices in people, processes, and technologies, it will create an outsourcing service far beyond the traditional BPOs, in which clients can outsource not only their business processes, but their entire business functions without the need to form large and expensive internal organizations to manage the outsourced business processes.
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“The BFO represents the future of strategic outsourcing, where success is measured not by process efficiency but by functional excellence and strategic value creation, and CallForce demonstrates its pioneering leadership in this industry-wide transformation,” added Ray Naeini. “This partnership also demonstrates OnviSource’s commitment to empowering South African outsourcing companies to compete globally and attract more outsourcing business from around the world.”