That's true, they have wasted a ton of money on "postit note...

That's true, they have wasted a ton of money on "postit note lovers" like thoughtworks (can't stand them... saw them infect Telstra, IAG, NAB, etc).  Most organisations now have learnt that using their old school internal IT teams will just end in failure as well.

So typically outsourcing to the "experts" ends in failure with a ton of cash wasted, insourcing ends in failure with a ton of cash wasted, which is why a lot of them have now taken an each way bet.  They have created an external team that is owned by them:

IAG now has Firemark Labs
NAB has NAB Labs
... go google " innovation or labs" and you'll find most organisations have now taken this approach.

The large organisations are embracing agile and devops thinking, which means using a lot of cloud services.  But they are still doing it with their internal teams.  If outsourcing was still choc full of win then why aren't facebook, google, netflix, etc all outsourcing?  They are doing it with internal teams because they can be a lot more agile and do it cost effectively than an external provider... when implemented correctly.  There is now a very large number of consultancies helping these companies change their internal teams and structures to support this thinking... they are no longer firing their entire IT teams and handing it over to an IBM/HP/WiPro/etc.

Even the incumbents like salesforce (CRM) and genesys (call centre) are getting into the virtual agent space which means it's just an option you enable on your current platform?

And that is my point... Flamingo are attempting an outdated business model with technology that is now a commodity on companies that are now starting their transformation journey.  What is their "secret sauce" to defend against the other market players?