May 18, 2026
CallForce and OnviSource Think Traditional BPO Is Already Obsolete. OnviForce Is Their Answer
South African business function outsourcer CallForce and US-based AI analytics and automation provider OnviSource have announced the launch of OnviForce, a joint venture that delivers AI-native outsourcing services from South Africa to organisations in global markets.
The venture represents a deliberate departure from the traditional BPO model. Instead of measuring success by headcount, call volumes or task completion, OnviForce delivers measurable business outcomes with AI embedded at the core of operations.
The approach means that AI drives decisions, workflows and performance optimisation in real time, and that clients outsource entire business functions rather than managing individual tasks. OnviForce runs on OnviSource’s OmVista platform, a closed-loop system that turns fragmented data into real-time business results through analytics, automation and continuous learning. OnviSource says its strategy is “Un-Tooling AI,” meaning AI is no longer treated as standalone software but instead operates as “intelligent virtual teammates” that work alongside human advisers.
OnviForce has already been deployed by a multinational telecoms provider in South Africa, where it has produced measurable improvements in adviser performance, customer experience and operational efficiency.
Outsourcing’s Old Playbook Is Fading
A Gartner survey found that 91% reported pressure from executive leadership to implement AI in 2026, with improving customer satisfaction, operational efficiency and self-service success among the top priorities. As organisations race to embed AI into their service operations, the question of how outsourcing partners integrate that technology becomes increasingly important. The traditional model, where a BPO provider supplies labour and the client supplies the tech stack, is being challenged by vendors that want to own the AI layer as well.
CallForce CEO Candice Roberts said OnviForce formalises what the company had already begun building internally. “CallForce has evolved from a traditional BPO provider into a next-generation AI-native BFO organisation, empowered to deliver outcome-driven outsourcing programmes that are scalable, optimised by AI and capable of high-performance service delivery,” she said.
The ongoing transformation of outsourcing is also visible in how BPO providers are being evaluated by prospective clients. Organisations increasingly expect their outsourcing partners to bring technology, analytics and cultural fluency rather than simply offering lower-cost labour. OnviForce’s outcome-based pricing model, which ties cost directly to client results across metrics such as customer satisfaction, retention and revenue, is an attempt to meet that expectation head-on.
New Hire to Boost Growth
Alongside the OnviForce launch, CallForce has appointed Justin Aldrich as Global Business Development Executive. Aldrich, who brings more than two decades of experience in driving revenue growth and building partnerships across the outsourcing and customer experience sectors, will work alongside Roshan Sookdeo to take the OnviForce proposition to clients in the UK, USA, Europe and other international markets.
CallForce operates from sites in Cape Town, Johannesburg and Durban, and holds HIPAA, ISO 27001, PCI DSS, SOC 2 Type II and GDPR certifications. The company serves clients across telecommunications, financial services, healthcare and e-commerce, with a hybrid talent model that combines data scientists, AI engineers and experienced CX professionals.
