Saturday, October 18, 2025
OnviSource a global leader in contact center Agentic AI innovations has entered into a strategic partnership with Trilogy BPO, a company known for its customer-centric approach, innovation, and operational excellence. The collaboration aims to deliver Business Function Outsourcing (BFO) solutions across South Africa, the UK, and global markets, reshaping how businesses approach outsourcing.
Trilogy BPO has built a strong reputation by seamlessly integrating people, processes, and technology to drive measurable client outcomes all at up to 65% lower costs compared to UK operations. The company’s DBIT (Design–Build–Innovate–Transfer) model allows enterprises to establish their own capability centers with complete ownership and control, making South Africa a preferred hub for progressive UK businesses. With its zero-infrastructure, high-efficiency setup, Trilogy’s DBIT model empowers global firms to scale quickly and affordably.
To strengthen Trilogy’s DBIT BFO framework, OnviSource provides OmVista Agentic AI an AI-native suite of Human-in-the-Loop solutions that empower agents to become “Super Agents,” delivering exceptional customer experience (CX) and operational efficiency (Ops). This alliance enables Trilogy BPO to move beyond conventional Business Process Outsourcing (BPO) and embrace a transformative Business Function Outsourcing (BFO) approach. Here, clients can outsource entire functions with accountability for performance, efficiency, and customer satisfaction.
"Artificial intelligence and automation are redefining outsourcing," said Francisca Alegria, COO of OnviSource. "The evolution from BPO to BFO represents a new era where outsourcing providers deliver not just process execution but full functional ownership and business value. We are excited to partner with Trilogy BPO in pioneering this transformation in South Africa, the UK, and beyond."
Through this partnership, Trilogy BPO will use OnviSource’s OmVista Agentic AI and Business Analytics Services to automate key business functions, while still keeping people involved to guide decisions, ensure quality, and bring a human touch where it matters.This model allows organizations to outsource complete functions from customer support to back-office operations without bearing the cost of building internal oversight systems.
"This partnership with OnviSource marks a turning point in Trilogy BPO's journey," said Kobus van der Westhuizen, CEO of Trilogy. "OnviSource's Agentic AI aligns with our vision to deliver functional-level outsourcing by augmenting humans with AI, that is efficient, adaptive, and customer-focused. By moving into the BFO space, we can offer our clients a different solution to traditional outsourcing with strategic functional outcomes that create long-term value."
OnviSource’s BAS offering provides a seamless, low-risk path for organizations to adopt AI through consultative design, proof-of-concept pilots, and ROI-focused onboarding. When combined with Trilogy BPO’s operational expertise and international delivery model, the partnership creates a strong platform that sets a new standard beyond traditional outsourcing.
Together, OnviSource and Trilogy BPO are redefining the outsourcing landscape by focusing on functional excellence, value creation, and innovation. Their collaboration positions South Africa as a global center for next-generation BFO solutions that combine AI intelligence with human expertise.
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