Hype Cycle for Business Process Outsourcing, 2006

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ID Number: G00140117

This research is provided for historical perspective;
portions of this document may not reflect current conditions.

28 June 2006

Lisa Stone Robert H. Brown Susan Cournoyer Matthew Goldman Kimberly Harris-Ferrante Frances Karamouzis Esteban Kolsky John-David Lovelock Ben Pring TJ Singh Cathy Tornbohm Ken Weilerstein Norbert J. Scholz Claudio Da Rold Vi Shaffer Don Dixon

The business process outsourcing market is made up of several types of horizontal- and vertical-specific service offerings. Buyers of these products span entire organizations, including corporate-level executives, business unit leaders, and IT and procurement professionals.

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Table of Contents

1.0

What You Need to Know

2.0

The Hype Cycle

3.0

The Priority Matrix

4.0

On the Rise

4.1		Knowledge Process Outsourcing
4.2		Core Banking
4.3		Direct Procurement BPO
4.4		Payment Service BPO: Microcommerce
4.5		Indirect Procurement BPO
4.6		Business Process Utility
4.7		Multidomain BPO
4.8		Insurance Closed-Book BPO
4.9		Multifunction CRM Business Process Outsourcing
4.10		Comprehensive Finance and Accounting BPO
4.11		Accounts Receivable BPO
4.12		Revenue Cycle Management

5.0

At the Peak

5.1		Comprehensive Human Resources BPO
5.2		Mortgage Origination
5.3		Accounts Payable BPO
5.4		Work-at-Home Outsourcing
5.5		Payment Services BPO: Electronic Check and Lockbox
5.6		Globally Delivered Contact Center BPO

6.0

Sliding Into the Trough

6.1		Billing BPO for Telecom Providers in Europe and Asia/Pacific
6.2		Teleradiology

7.0

Climbing the Slope

7.1		Contact Center Business Process Outsourcing
7.2		Payroll Outsourcing
7.3		Benefits Administration Outsourcing
7.4		Transaction Print Services (Outsourcing)
7.5		Billing BPO for Telecom Providers in North America

8.0

Entering the Plateau

8.1		Telesales/Telemarketing Business Process Outsourcing
8.2		Payment Services BPO: Card Processing

9.0

Appendices

9.1

Hype Cycle Phases, Benefit Ratings and Maturity Levels

List of Tables

	Table 1.	Hype Cycle Phases

	Table 2.	Benefit Ratings

	Table 3.	Maturity Levels

List of Figures

	Figure 1.	Hype Cycle for Business Process Outsourcing, 2006

	Figure 2.	Priority Matrix for Business Process Outsourcing, 2006

Business Process Outsourcing
Emerging Technologies

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Resource Id: 493194