The New Era of BPOs: From Cost Centers to Engines of Innovation. An Altia Smart City Perspective

For years, the term BPO (Business Process Outsourcing) was strongly associated with call centers, claims handling, and repetitive low-cost tasks. However, the technological revolution led by artificial intelligence (AI) and blockchain is radically transforming the sector. Today, BPOs are becoming strategic centers driving innovation, efficiency, and data-driven decision-making.

This evolution has a direct impact on business models, the type of talent demanded, and especially the infrastructure needed to operate. And this is where Altia Smart City has a unique opportunity to position itself as the ideal ecosystem supporting this transformation.

What’s Happening with BPOs?

The global market is sending a clear message: BPOs that have successfully incorporated emerging technologies are gaining value, while traditional IT service providers are losing ground.

Large IT companies such as TCS, Accenture, and Infosys have seen their shares drop by as much as 30% from their 52-week highs. In contrast, BPO firms like Genpact, EXL Services, and Firstsource Solutions are reaching new highs. Why? They have understood how to use artificial intelligence not just to automate, but to scale.

“BPOs have reinvented themselves,” says John Yensen, president of Revotech Networks. “They have learned to use AI as a growth vector.” Yensen states that BPOs are adapting their service models toward areas such as data processing, advanced analytics, and content moderation—functions where AI can enhance outcomes rather than replace human work.

Conversely, many traditional IT firms still depend on custom projects and labor-intensive work, increasingly vulnerable to automation. AI is taking control of tasks like software testing, maintenance, and even code generation, limiting the areas where these companies can continue growing.

The New BPO: Beyond Cost Efficiency

It’s no longer just about cost reduction. Leading BPOs are entering premium services with high margins, helping solve complex problems with AI-based solutions. Companies like WNS and EXL offer predictive tools that allow airlines to optimize pricing, reduce customer churn, and anticipate delays—something unthinkable in traditional outsourcing models.

EXL, for example, has transformed into a "data-first" company powered by AI. It partnered with Nvidia to launch an AI-based underwriting tool for insurance. Instead of just processing claims, it now helps insurers make intelligent, data-backed decisions.

The Entry of Blockchain

Blockchain is also emerging as a key technology for BPOs, especially in sectors like banking, insurance, and digital payments. Analysts estimate that contracts in the BFSI (banking, financial services, and insurance) sector for BPOs will grow by 8% in 2025, thanks to blockchain’s use for secure transactions and smart contracts.

According to Astute Analytica, blockchain can reduce fraud by 30%, making it particularly attractive for fintechs like Stripe and PayPal, which are already collaborating with BPOs to implement more secure processes based on this technology.

A Unique Opportunity for Altia Smart City

This new scenario represents a great opportunity for ecosystems like Altia Smart City, which already provide a specialized environment for technology and outsourced service companies. The transformation of BPOs toward more sophisticated operations means they will require spaces designed to support advanced connectivity, sensitive data handling, and operational scalability.

It’s time to move beyond the narrative centered solely on “spaces for traditional BPOs” and start talking about “spaces for companies leading digital transformation,” which includes next-generation BPOs, AI firms, blockchain, advanced analytics, etc. For Altia, this represents a golden opportunity to reposition itself as the ideal partner in this new technological cycle.

Having world-class infrastructure, a strategic location, and highly qualified talent will allow Altia not only to retain its current tenants but also to attract new players who are redefining the tech landscape in Latin America.

Success Stories: Clear Signs of Change

The numbers speak for themselves:

• Firstsource Solutions increased its net earnings by 20% in Q4 FY25, added more than 500 employees, and surpassed $1 billion in annual revenue for the first time.

• WNS Global Services reported $333 million in revenue in Q4 2024, a significant increase year-over-year. Its net income grew to $48.6 million.

• EXL Service recorded $500 million in revenue in Q1 2025, 14% higher than the previous year, and now expects to exceed $2 billion in revenue by year-end.

These figures not only reflect growth; they show the effectiveness of integrating AI and blockchain as pillars of added value.

Growth Projections for Latin America

According to IDC and Statista data, the outsourced services market in Latin America is expected to grow at a compound annual growth rate (CAGR) of 6.2% through 2028, driven by digitalization, nearshoring, and demand for AI-based solutions. Countries like Colombia, Mexico, and Honduras are standing out as emerging hubs, thanks to their bilingual talent and competitive costs.

In parallel, investment in technological infrastructure and adoption of favorable regulatory frameworks are attracting global companies seeking to establish stable, scalable operations. This creates a window of opportunity for platforms like Altia, which can offer not only physical space but also an integrated, future-ready ecosystem.

Altia: Infrastructure Evolving Alongside Its Clients

What sets Altia Smart City apart is not just its location or modern buildings, but its capacity for evolution. Initiatives are already underway to strengthen ultra-high-speed connectivity, cybersecurity, and on-site data centers. Additionally, new zones within the campus are planned for AI labs, technical training rooms, coworking for tech startups, and modular spaces for expanding companies.

This vision transforms Altia from a business park into a growth platform for the companies of the future.

It’s Not About Who Wins—It’s About Adapting

Yensen warns: “It’s early to say that BPOs have ‘won’ the battle against automation. What is clear is that they are more advanced in integrating AI into their core offering.”

Traditional IT firms are responding by creating AI-specialized units, partnering with research labs, and developing standardized, scalable solutions. This allows them to compete on new ground, but they are still catching up.

The true winner in this era won’t be who calls themselves BPO or IT vendor, but who can combine scalable automation with deep business knowledge and specialized talent. And to do this, they’ll need more than technology—they’ll need physical spaces suited to that evolution.

That’s where Altia Smart City can consolidate itself as the smart city where the new generation of digital companies operate, innovate, and grow.

Final Reflection: Why the Region and Honduras Are the Future of Digital Transformation, and How Altia Smart City Is the Ideal Ecosystem

In an increasingly globalized and digitalized world, strategic decisions about where to establish business operations can mean the difference between success and stagnation. For companies leading digital transformation—whether next-generation BPOs, AI firms, blockchain companies, or advanced analytics—Latin America, and particularly Honduras, are emerging as highly attractive and competitive destinations. This trend is no coincidence but the result of a conjunction of economic, social, technological, and strategic factors creating a favorable environment for sustained growth.

Competitive Advantages of the Region and Honduras

One of the most evident advantages is the cost-benefit ratio the region offers. Compared to the United States, Europe, or even other Asian hubs, operating costs in Honduras are significantly lower. This includes not only labor costs but also infrastructure expenses, utilities, and rent. This differential enables companies to maintain healthy margins without sacrificing quality or efficiency—crucial in a fiercely competitive global market.

But the economy is not the only factor. Honduras has a growing young and bilingual population, representing a valuable talent pool for tech companies requiring specialized skills in languages, programming, data analysis, and process management. This local talent is not only well-prepared but also characterized by adaptability and commitment—key factors to operate in a dynamic and innovation-driven environment.

Additionally, the country has made significant progress in political stability and regulation favorable to foreign investment. Free trade zones, tax incentives, and bilateral trade agreements facilitate the entry and operation of international companies, reducing bureaucratic barriers and optimizing response times.

The Importance of Infrastructure and Ecosystem

However, for these factors to translate into business success, it is essential to have adequate infrastructure supporting not only daily operations but also continuous growth and innovation. This is where Altia Smart City stands out as a key player.

Altia is not just a business park or office center. It is a complete ecosystem designed with the current and future needs of tech companies in mind. Its advanced infrastructure includes ultra-high-speed connectivity, robust cybersecurity systems, on-site data centers, and flexible spaces that can adapt to rapid growth or operational evolution.

Moreover, Altia offers an environment that fosters collaboration and knowledge exchange, with coworking spaces, innovation labs, and training programs. This setting is ideal for companies seeking not just a place to work, but an ecosystem where they can accelerate digital transformation, experiment with new technologies, and attract highly qualified talent.

A Focus on Sustainability and Quality of Life

Another important aspect is the quality of life Honduras offers professionals working in these operation centers. The possibility of combining a modern and efficient work environment with a reasonable cost of living and rich local culture is highly attractive for talent retention and productivity improvement.

Altia Smart City is also committed to sustainable practices that help reduce environmental impact and promote smart, responsible urban development. This translates into direct benefits for companies increasingly considering sustainability as a strategic factor in their business model.

Why Invest in Digital Transformation in Honduras with Altia

Digital transformation is a complex and continuous process requiring much more than disruptive technologies. It involves having strategic partners who understand business needs and regional context, providing not only infrastructure but also comprehensive services that facilitate innovation, security, and scalability.

Altia Smart City fulfills this strategic partner role, offering an environment prepared for BPOs and tech companies to not only operate but grow and lead. By providing spaces designed for new market demands—from AI and blockchain to advanced analytics and non-voice services—Altia positions itself as a key enabler for companies to capitalize on the digital transformation wave reshaping the industry.

Ready to Lead the Change?

The future of BPOs is smart, non-voice, automated, and highly specialized. Ecosystems that understand and adapt to this transition will be at the center of the new economic map. Altia has the capabilities, vision, and perfect timing to be a protagonist in this change. The key is to tell this story with strength, consistency, and a long-term vision.

Conclusion

In summary, Latin America and Honduras in particular are in a privileged position to attract tech and outsourcing investments thanks to a combination of competitive costs, available talent, stability, and favorable regulation. However, the real differentiator lies in having an ecosystem that supports this transformation integrally.

Altia Smart City is that comprehensive platform enabling companies to leverage the region’s advantages while overcoming the challenges digitalization brings. By choosing Altia, companies select not just physical space, but an environment that boosts innovation, efficiency, and sustainable growth.

For any company aspiring to lead in the new digital era, choosing where to establish operations is as strategic as choosing which technology to use. And Honduras, with Altia Smart City as a partner, offers a clear, complete, and competitive answer to that question.

The New era of BPOs an Altia Smart City perspective