Research · Mar 11, 2026
How Fast Is AI Agent Adoption Eroding BPO Contract Volumes at Concentrix and TTEC?
AI agent adoption is creating measurable, differentiated damage across the BPO and contact center software sector. Concentrix and TTEC have each taken multiple goodwill impairments signaling permanent franchise devaluation, LivePerson's revenue is collapsing 23% annually as its conversational AI middleware is displaced by native platform integrations, while TaskUs is the structural outlier — growing 19% TTM by pivoting to AI training services that benefit from the same AI wave threatening its peers.