Sitel has trademarked the term Botshore, adding a new buzzword to the world of nearshore, offshore, and onshore outsourcing.
The term encompasses an ability to solve a problem with automation technology, as described by Steve Barker, ANZ Chief Operating Officer at Acticall Sitel Group.
According to the trademark application for Botshore, the term seems to refer to the usual BPO activities, such as call centers, customer care, sales and acquisitions, technical support, collections and back office services. It also states that they are provided through telephone, internet, (namely, chat, and moderation), e-mail and SMS channels.
The difference with Botshore is that these services will be provided through robotics and automation technologies, so geographic location may no longer play a role in the decision.