In the traditional Technology world, we have servers on premise or in and data centers and lot of underlying infrastructure with heavy investment in capex and now today everything is moving onto cloud, releasing investments to look at reducing the human involvement and gain efficiencies all round.

Transform to the world of AI, development of IPs and partnerships with major AI players means more automation to come to replace process that humans do today.
This will mean evolution of call centers for good, they will be more tech driven than human driven. This will transform into better experience for  companies
which will see a  move to Omni channel and embrace these technology- this is certainly not an end at all.  Yes there will be some integration issues.

The biggest challenge is not to take tech as threat but rather embrace it
This is going to impact the industry in several ways.  Large players like Microsoft is really challenging the industry, there are others emerging as niche players helping this transformation.

The use of artificial intelligence in business process outsourcing needs to be embraced.  This will be a game changer – more to come on this topic