OnviSource, a leading provider of contact center Agentic AI solutions, and CallForce, one of South Africa’s premier outsourcing companies known for delivering innovative, customized contact center solutions to the global market, announced a strategic partnership to offer Business Function Outsourcing (BFO) services.
This collaboration combines CallForce’s proven expertise in people, processes, and technology with OnviSource’s OmVista contact center Agentic AI, a suite of AI transformational solutions featuring human-in-the-loop capabilities. Together, they aim to elevate contact center operations into Super Agents and Super CX, while enhancing operational efficiency. As part of the partnership, OnviSource becomes CallForce’s exclusive AI technology partner, leveraging OmVista to transform CallForce’s service delivery capabilities and establish it as a fully operational BFO entity.
“Driven by advances in artificial intelligence and automation technology, such as OnviSource’s OmVista Agentic AI, the traditional Business Process Outsourcing (BPO) industry is undergoing a profound evolution, transforming into a new outsourcing concept called Business Function Outsourcing (BFO),” said Ray Naeini, CEO and Chairman at OnviSource.
“In this new model, conventional process-focused outsourcing BPOs are replaced with comprehensive functional ownership models, and we are thrilled to partner with CallForce as they embark on this transformative journey.”
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CallForce will leverage OnviSource’s AI and automation technologies, combined with human-in-the-loop approaches, to deliver autonomous functional management with outcome-based accountability. This approach allows clients to outsource entire business functions—from customer experience to business management—without incurring the overhead of internal management structures. OmVista is specifically designed to empower BPOs to transition into BFOs, automating complex workflows, enhancing decision-making, and delivering superior customer experiences.
“Selecting OnviSource as our AI Partner represents a pivotal moment in our company’s evolution,” said Candice Roberts, CEO at CallForce BPO.
“Their Agentic AI technology aligns perfectly with our vision of delivering exceptional service at the business functional level while maintaining the highest levels of efficiency. We’re confident this partnership will strengthen our position as a new BFO and market leader in South Africa and globally.”
Supported by OnviSource’s Business Analytics Service (BAS), OmVista combines AI with human oversight, allowing clients to adopt AI solutions risk-free. By integrating these capabilities with CallForce’s BPO best practices, the partnership enables a new level of outsourcing where clients can entrust entire business functions to external experts without creating large internal structures.
“The BFO represents the future of strategic outsourcing, where success is measured not by process efficiency but by functional excellence and strategic value creation, and CallForce demonstrates its pioneering leadership in this industry-wide transformation,” added Ray Naeini.
“This partnership also demonstrates OnviSource’s commitment to empowering South African outsourcing companies to compete globally and attract more outsourcing business from around the world.”