Outsourcing is a business practice where an enterprise hires another company or individuals to perform tasks, manage operations, or provide services. These functions were previously handled by the enterprise's own employees.

Outsourced Service Providers (OSPs) are organizations engaged by enterprises to deliver customer service to external customers. These services can address various needs, including regional support, multilingual capabilities, and seasonal demand. Benefits of outsourcing services are as follows:
- Cost savings
- Increase support coverage
- Access to skilled expertise

- **Secure External Case Access**
Enables outsourced agents to access and work only on cases assigned to their organization.
- **Account-Based Data Segregation**
Ensures vendors can view only customer accounts and records relevant to their contractual scope.
- **Role-Based Access Control**
Introduces specific roles for outsourced agents and administrators to maintain controlled collaboration.
- **Case Assignment & Routing Controls**
Allows cases to be routed to external organizations with visibility and tracking.
- **Vendor Performance Visibility**
Maintains reporting and tracking of outsourced case handling within the same CSM instance.
- **Unified Case Management**
Internal and external teams operate within the same workflow framework, reducing process silos.