OnviSource and Trilogy BPO Collaborate to Transform Customer Experience for UK Contact Centers
October 16, 2025, Dallas and Cape Town, South Africa — In a significant move poised to reshape the customer experience landscape, OnviSource has announced a strategic alliance with Trilogy BPO aimed at enhancing Business Function Outsourcing (BFO) for contact centers across the UK and globally. This partnership leverages OnviSource’s advanced Agentic AI technology alongside Trilogy BPO’s acclaimed outsourcing capabilities, promising substantial cost reductions of up to 65% compared to traditional UK services.
Advancements in Outsourcing
Trilogy BPO is well-regarded for its innovative approach to combining personnel, processes, and technology. Their unique DBIT (Design–Build–Innovate–Transfer) model provides businesses with rapid setup options for capability centers in South Africa while maintaining full control and ownership. This innovative framework empowers forward-thinking UK companies to streamline operations efficiently and affordably.
Merging AI and Human Expertise
Through this collaboration, Trilogy BPO will integrate OnviSource’s OmVista Agentic AI and Business Analytics Services (BAS). This integration is designed to elevate customer engagement functions and optimize back-office operations while creating a human-centered oversight model. With the OmVista suite, Trilogy aims to transition from traditional Business Process Outsourcing (BPO) to a holistic BFO approach, focusing on outcome-driven accountability and superior customer experiences.
Industry Insights
“Artificial intelligence and automation are fundamentally changing the outsourcing landscape,” stated Francisca Alegria, COO of OnviSource. “This partnership with Trilogy BPO exemplifies the shift from mere process execution to fostering comprehensive functional ownership that delivers strategic business value.”
Kobus van der Westhuizen, CEO of Trilogy, emphasized, “Our alliance with OnviSource marks a pivotal evolution for Trilogy BPO. By integrating cutting-edge technology, we can provide clients with adaptive and customer-centric outsourcing solutions that go beyond conventional models.”
The Future of Outsourcing
The collaboration between OnviSource and Trilogy BPO represents a new frontier in BFO, underscoring the importance of functional excellence and value creation over mere process efficiency. As the partnership unfolds, it positions South Africa as a key player in the next generation of outsourcing services.
Company Backgrounds
OnviSource is a leader in AI-driven transformation for contact centers, focused on enhancing both agent performance and customer experiences through innovative technology solutions. Trilogy BPO, based in South Africa, specializes in providing high-quality customer engagement and back-office services to global clients, emphasizing AI integration with a human touch.
For media inquiries, please contact:
- Francisca Crous Alegria, OnviSource | Email: in**@********ce.com
- Kobus van der Westhuizen, Trilogy BPO | Email: in**@********po.com
