AI BPM platform strategy: 1Point1 solutions expands Global CX Delivery with multi-shore model

As enterprises accelerate digital transformation, AI-led BPM providers are redefining customer experience delivery through multi-shore operational models and intelligent automation platforms. 1Point1 Solutions is strengthening its global expansion strategy through acquisitions and AI-driven CX platforms to scale delivery across North America, Latin America and India.

In an interaction, Akash Karnik, International CEO of 1Point1 Solutions, shared how the company is building an AI-first BPM ecosystem that integrates automation, analytics and multi-geography delivery capabilities.

“1Point1 is an AI-first BPM company with a CX platform that connects globally and integrates with the worldwide network. Over the years, we have evolved from an India-focused BPM provider into a global organisation with a strong AI-driven delivery approach,” Karnik said.

AI First BPM Platform Strengthens Global CX Transformation Strategy

1Point1 Solutions has focused on building a technology-driven BPM architecture that combines automation with domain expertise across industries, including BFSI, healthcare and customer lifecycle management.

“In 2013, we decided to go global, and in 2024, we implemented a strategy combining organic growth with inorganic expansion to strengthen our global footprint,” Karnik noted.

The company’s acquisition strategy is aimed at strengthening near-shore and offshore capabilities while improving domain-specific AI integration across customer engagement workflows.

“With acquisitions in healthcare and CX platforms, we are building a stronger global BPM value chain that integrates AI-led delivery with domain expertise,” he explained.

Multi-Shore CX Delivery Model Expands AI-Led BPM Capabilities Across Latin America

The expansion into Latin America has enhanced 1Point1’s ability to provide bilingual CX delivery and domain-specific expertise for regulated industries, including banking and financial services.

“With presence in Costa Rica, Colombia and Panama, we have strengthened our near-shore delivery model and expanded our capabilities for BFSI clients across North America and Latin America,” Karnik said.

The integration of AI-based CX platforms with banking ecosystems enables organisations to improve operational efficiency and customer engagement outcomes through predictive analytics and automation.

“Our AI platform integrates well with regulated banking ecosystems and enables consistent CX delivery across multiple geographies,” he added.

Direct to Market strategy strengthens Global BPM partner ecosystem

1Point1 Solutions is focusing on direct enterprise engagement to expand its market presence in newly acquired geographies, leveraging established credibility and client relationships.

“The organisation we acquired already has a strong ecosystem and high market share across these countries. Our strategy is to deepen these relationships using technology platforms and AI-driven services,” Karnik explained.

The company aims to build stronger integration between technology platforms and enterprise CX requirements without relying heavily on third-party partner-led expansion models.

“Our engagement approach in these markets is primarily direct first, as we already have strong credibility and customer relationships,” he noted.

AI-Driven CRM integration enhances CX automation and compliance capabilities

As AI adoption increases across BPM workflows, integration with CRM and cloud platforms is becoming critical for delivering scalable customer experience solutions.

“Our AI-assisted delivery model includes real-time speech-to-text, automated quality management and compliance monitoring integrated into day-to-day operations,” Karnik said.

The platform architecture ensures consistency across delivery locations while maintaining regulatory compliance across industries such as BFSI.

“Clients benefit from a unified global view of operations, whether delivery happens from India or Latin America. Governance models adapt locally while platform intelligence remains consistent,” he added.

AI-led BPM growth outlook driven by BFSI, travel and hospitality sectors

The company continues to see strong adoption of AI-driven BPM solutions across BFSI, travel, hospitality and financial services sectors, where automation and analytics enable improved operational performance.

“AI is enabling value-based delivery models across industries, and we are seeing strong interest from BFSI and travel sectors both in India and global markets,” Karnik observed.

The multi-shore delivery architecture is designed to support enterprise scalability while maintaining consistent performance benchmarks across geographies.

“Our strategy is to build an AI-first multi-shore BPM platform where India and Latin America act as complementary growth engines for global clients,” he added.

Conclusion: Multi-Geography AI BPM Platforms Driving Future CX Transformation

As organisations increasingly prioritise AI-driven automation, BPM providers are evolving from traditional outsourcing models to integrated CX technology platforms.

1Point1 Solutions is strengthening its global BPM positioning through AI-enabled delivery models, near-shore expansion and domain-driven automation capabilities designed to support enterprise CX transformation initiatives.

The company aims to scale its international operations significantly through a combination of AI innovation, geographic expansion and industry-focused digital transformation strategies.

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