Renewals go to the BPO
that already deployed AI.
Wave Runner is a white-label voice AI platform BPOs deploy for their clients — handling inbound calls under your brand before the RFP question gets asked.
Custom deployment plan · No commitment
What every BPO renewal looks like right now
The threat isn't hypothetical.
It's in the next RFP scoring sheet.
78%
of enterprise buyers plan to increase AI-powered BPO automation investment — and are asking "what's your AI roadmap?" in RFPs
39%
drop in BPO deal ACV in Q1 2025 — the biggest quarterly decline in a decade, driven by clients delaying contracts until they see an AI plan
85%
cheaper per call with AI vs. human agents. BPOs that pass some of that savings to clients — and keep the margin — are winning on price and capability
Every BPO type has the same problem.
Clients who expect AI on the next contract.
Inbound call center BPOs
Your clients ask: 'Can AI handle Tier 1 volume?' If you can't show them a working product, someone else will. First-touch inbound — appointments, FAQs, routing — handled by AI under your brand before it ever reaches your team.
Appointment-setting BPOs
Speed-to-lead is your entire product. A human dials 60–80 leads a day. The AI runs 24/7. Deploy it alongside your agents for after-hours, overflow, and high-volume campaigns your team can't cover alone.
Healthcare BPOs
Patient scheduling, intake, insurance verification, callback requests. HIPAA-aware AI that answers at 2am and logs everything. Your clients' front desks are overwhelmed — this is the relief they've been asking for at every QBR.
Insurance BPOs
First notice of loss, policy inquiries, quote requests, claim status. Routine inbound that doesn't need a licensed agent. AI handles it. Your licensed team handles the calls that actually require them.
Real estate & mortgage BPOs
Buyer/seller inquiry capture, showing scheduling, loan status calls. First response decides the relationship. AI calls back in under 60 seconds. Your agents close the ones that are ready.
Lead gen & sales BPOs
Your SLAs include contact speed, qualification rates, and booked appointments. AI handles first contact and initial qualification. Your closers work qualified conversations — not cold lists.
Your competitors
are walking into renewals
with live AI call logs.
Klarna deployed AI, replaced 700 agents, then hired people back. Every BPO leadership team knows that story. The lesson most missed: pure replacement fails. Hybrid wins. The BPOs who moved to hybrid first walked into their next renewal with a working product and set the new contract terms themselves. The ones who waited got repriced.
The BPO that deploys first sets the new contract terms
78% of enterprise buyers are increasing AI-powered BPO investment. "What's your AI roadmap?" is now a scored RFP criterion. The BPOs walking in with a live product — call logs, containment rates, real numbers — aren't answering that question. They're changing it to "how do we expand this?"
Per-seat pricing is dying. Hybrid pricing is taking over.
Per-seat pricing dropped from 21% to 15% of contracts in 12 months. Hybrid platform + usage pricing surged from 27% to 41%. BPOs still selling FTE-based will get repriced when the renewal comes. The ones who move to hybrid first control the terms.
AHT went up 18% last year — and it's not coming back down
As chatbots deflect simple calls, humans handle only complex ones. Average handle time hit 697 seconds in 2024. Your agents are burning through more effort per call. AI as first responder contains the simple volume — your team handles fewer calls, but the right ones.
30–35% shrinkage means you're paying for agents who aren't taking calls
At 35% shrinkage, 100 agents on payroll equals 65 actually handling calls. AI doesn't take breaks, doesn't shrink, and doesn't call in sick. Deploying it on high-volume, predictable call types reduces the headcount math pressure on your SLAs.
From first conversation
to live deployment.
BPO deployments run at a different scale than self-serve. We scope your operation, run a pilot on existing client accounts, and build a pricing proposal around your volume before anything is signed.
Discovery call
We map your client accounts, call types, volume, and SLA requirements. You leave with a deployment plan built around your operation — including which call types to deploy AI on first.
30 minutes
Pilot deployment
We go live on 1–2 existing client accounts in the first week. Your ops team sees real containment rates and call logs before any contract is signed.
Week one
Custom pricing proposal
Pricing is scoped to your call volume, client count, and how you want to structure the managed service line. One conversation — not a pricing page built for someone else's scale.
Tailored to your volume
Ready to scope your deployment?
30 minutes. We'll map your client accounts, walk through a live demo, and send you a custom proposal.
Your client's caller dials in at 8pm.
The AI answers in under a second.
It books the appointment. It answers the FAQ. It qualifies the lead and routes the complex call to your team — with a briefing summary already written. Your agents never touched it. Your SLA was met. Your client got proof of coverage on a shift that didn't exist yet.
That's the managed AI service your clients will pay for. You brand it. You bill for it. Wave Runner runs it.
Inbound AI — answers in under 1 second
24/7 first-response on any inbound call type. No hold time. No missed calls. No shrinkage. The AI is always at 100% occupancy.
Appointment booking and confirmations
Schedules, reschedules, and confirms appointments in real time. Syncs to your client's calendar. No human needed for routine scheduling calls.
RAG knowledge base per client
Each client's AI is trained on their products, FAQs, pricing, and call scripts — not generic responses. Answers from their exact information.
Live call transfer with briefing
When a call needs a human, the AI hands off cleanly and passes a summary to the agent. Your team picks up informed, not cold.
Full call logs, recordings, and transcripts
Every call is timestamped and recorded. SLA reporting, QA review, and client-facing performance dashboards — all fed automatically.
White-labeled under your brand
Custom domain, your logo, your product name. The AI interface is yours. Wave Runner never appears in the client-facing experience.
The economics your
ops team will recognize.
BPOs live in AHT, FCR, occupancy, and containment rate. Here's how the AI moves those numbers — and what that means for your client contracts.
| Metric | Human agent | AI first responder |
|---|---|---|
| Answer speed (ASA) | 20–60 sec average | Under 1 second |
| Cost per call | $3.00 – $12.00 | $0.10/min (your cost) |
| Operating hours | Shift-based + shrinkage | 24/7, 100% occupancy |
| Containment rate | N/A | 60–80% for routine call types |
| AHT (complex calls) | Up 18% in 2024 (697s avg) | Routed with briefing summary — agent starts informed |
| SLA documentation | Manual QA sampling | 100% of calls logged, recorded, timestamped |
From first login to first invoice in under a week
Connect your brand
Set your logo and custom domain. Your clients see your product — Wave Runner never appears in the client-facing experience.
Configure each client
Separate workspace per client. Phone number, AI script, FAQ knowledge base, routing rules, escalation paths. All no-code.
Go live
Forward the number or provision a new one. The AI answers immediately. Full call logs and recordings from minute one.
Add it to the invoice
New line item on your existing contract. Monthly retainer plus usage. Clients pay for a service they can see working.
Connect your brand
Logo and custom domain. 5 minutes.
Configure each client
Separate workspace, number, AI config per client.
Go live
Forward the number. AI answers immediately.
Add it to the invoice
Monthly retainer. You set the price.
Built for operators
running at scale.
BPO deployments run on our Enterprise Plan — a dedicated tier built around your client accounts, SLA requirements, and call volume. Hands-on support from day one. Not a self-serve account. Not a ticket queue. A deployment team that's invested in your client outcomes.
Dedicated success manager
One person assigned to your account who understands BPO operations, your client SLAs, and your deployment history. On every pilot call and available for escalations.
Private Slack channel
Direct line to the Wave Runner team. Deployment questions, urgent client issues, and configuration requests answered in hours — not routed through a help desk.
Custom onboarding and SLA support
We scope the deployment with your ops team, run the pilot on your existing accounts, and build the service structure around your contracts — not a generic setup checklist.
Questions BPO execs
actually ask.
Don't answer the AI question.
Be the BPO that already deployed it.
Talk to our partner team. We'll scope your client accounts, run a pilot deployment, and send you a custom proposal built around your operation.
Also explore AI Receptionist and Lead Qualification — the two use cases BPO clients deploy first.
Custom deployment plan · No commitment