In the Future of Voice AI series of interviews, I ask three questions to my guests:

– What problems do you currently see in Enterprise Voice AI?
– How does your company solve these problems?
– What solutions do you envision in the next 5 years?

This episode’s guest is Wayne Butterfield, Partner – AI, Automation & Contact Center Transformation at ISG.

For over 15 years, Wayne has been at the forefront of AI and Intelligent Automation, pioneering solutions, taking calculated risks, and guiding businesses through digital transformation. Wayne is the Global lead for Contact Center Transformation and is responsible for all CC deployments across ISG. He works with clients in many forms, from AI Usage policy creation to Transformational Sourcing. He is heavily involved in Contact Center Research and partner eco-systems ensuring he is always up to date on the latest advancements in the Contact Center space. He’s a globally recognized thought leader and keynote speaker on all things Contact Center AI & Automation, and host of the award-winning Bots & Beyond Podcast.

Recap Video

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Takeaways

* Partner at ISG Automation, Wayne leads strategy on AI, automation, and contact center transformation, advising on billion-dollar outsourcing deals in an AI-first world.

* Many contact centers are built around people, not tech, and aren’t set up to innovate or automate well.

* Clients often just want guaranteed headcount at a set cost—not better outcomes or smarter systems.

* The real disruptors may be tech companies entering the contact center space from the outside, not legacy providers.

* The old BPO value prop, “cheaper, not better” is being replaced by deep industry expertise and smart tech deployment.

* Top BPOs now know industry processes better than the companies they serve.

* Real-time translation and accent smoothing could make language-based outsourcing obsolete.

* With voice AI handling language barriers, companies won’t need 90+ service locations worldwide.

* What Wayne calls “BPO 4.0” is coming: tech-first, insight-driven, and built for scale.

* Easier service means more customer calls, not fewer.

* The real volume shift won’t be from more complaints, but from proactive customer service initiated by brands.

* Most companies still treat customer support as a cost center, not a chance to build loyalty or insight.

* Support calls are the only real customer touchpoint—and they’re ignored.

* Every call is packed with insight, but most of it’s wasted.

* AI can finally turn call data into business intelligence, if companies are willing to invest in it.

* You can’t expect transformation from a service provider if you block them from accessing your systems and tools.

* If enterprises keep gatekeeping their tech stack, they’ll still be talking about the same problems 10 years from now.

* Most service provider contracts disincentivize automation because it cuts into their billable hours and revenue.

* Outcome-based pricing models—with guaranteed savings over time—are the future of BPO contracting, not hourly rates.

* A five-to-ten year shift is coming where service delivery becomes tech-first, and only those who transform now will survive.

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