As 2026 approaches, many companies in Indonesia are beginning to re-evaluate their contact center investment strategies. Amid shifting customer expectations, advances in AI technology, and the growing pressure to improve operational efficiency, one key question arises: what is the best strategy for the contact center of the future — ITO (Information Technology Outsourcing) or BPO (Business Process Outsourcing)?

Both approaches offer distinct advantages, but the right decision largely depends on your business direction and the level of your organization’s digital maturity. Let’s explore how to choose the most suitable approach for your 2026 contact center strategy.

Understanding the Difference Between ITO and BPO in Contact Centers

ITO (Information Technology Outsourcing) focuses on technology and infrastructure. Companies that adopt ITO typically want to maintain full control over their systems and data security, relying on technology partners to manage the infrastructure, applications, and digital contact center platforms.

Its main advantage lies in strong control and the ability to build customized systems. However, it often comes with high initial investment and maintenance costs.

Meanwhile, BPO (Business Process Outsourcing) emphasizes operational efficiency and customer service. In this model, a company delegates part or all of its contact center functions to an experienced partner for professional management.

BPO enables cost savings, improved service quality, and flexible scalability—especially critical for businesses serving customers across regions or requiring 24/7 support.

The Hybrid Approach: A Smart Strategy for 2026

Recent trends show that many companies are now adopting a hybrid model—combining the strengths of both ITO and BPO into one integrated strategy.
In this model, advanced technologies such as AI, conversational analytics, and omnichannel platforms support operations managed by professional contact center teams.

With a hybrid approach, organizations can:

  • Maintain control over systems and data while benefiting from outsourcing efficiency.
  • Enhance customer experience (CX) through smart technologies that help agents work more productively and empathetically.
  • Optimize operational costs as technology and resources are managed in an integrated way.

With over 35 years of experience in the CXaaS and BPaaS industries, KPSG Group has supported organizations across banking, finance, telecommunications, and the public sector in implementing more efficient, scalable, and results-driven contact center models.

Preparing Your Contact Center for the Future

The year 2026 is not just about cost efficiency—it’s about how technology and humans can collaborate to create exceptional customer experiences.
AI does not replace human roles—it empowers agents to deliver more personalized, faster, and value-driven interactions.

The most successful organizations will be those that see the contact center not as a cost center, but as a growth engine that drives customer loyalty and competitive advantage.

Whether you choose ITO, BPO, or a hybrid strategy, the key is finding a partner who understands your business and can translate technology into real value.

With integrated solutions from KPSG Group, your company can build a resilient, intelligent, and competitive contact center—ready to thrive in the digital era of 2026.

Contact KPSG today to discuss your contact center strategy.