Definition
An outsourcing model where the BPO provider owns the process end-to-end — staffing, training, quality control, and reporting — and delivers against agreed outcomes rather than just supplying headcount.
Business Importance
Managed services is the default Infusion BI delivery model: clients get outcomes and SLA accountability, not just bodies to direct, which is the core distinction from staff augmentation.
Industry Examples
A client receiving a monthly SLA performance report from their BPO partner rather than managing agent schedules and quality themselves.