ID Number: G00169135



Hype Cycle for Business Process Outsourcing, 2009
23 July 2009
 
TJ Singh   Robert H. Brown   Cathy Tornbohm   Ben Pring   Matthew Goldman   Vittorio D'Orazio   Don Free   Norbert J. Scholz   Kamlesh Bhatia   Michele Cantara   Claudio Da Rold   Gianluca Tramacere   Kimberly Collins   Gareth Herschel   Frances Karamouzis   Kimberly Harris-Ferrante   SJ Chae   Cecile Drew   Pete Basiliere   Drew Kraus   Gilbert van der Heiden   Jim Longwood   Helen Huntley   John-David Lovelock   Maureen O'Neil  

The BPO market is maturing at an irregular pace. Components such as work-at-home and accounts payable BPO are descending into the Trough of Disillusionment. Other components such as customer analytics, comprehensive CRM BPO and knowledge process outsourcing will mature in five to 10 years.




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Pages: 63






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Table of Contents


    
 Analysis

    
 What You Need to Know
    
 The Hype Cycle
    
 Major Changes to the 2009 Hype Cycle

    
 Deleted
    
 The Priority Matrix
    
 On the Rise

    
 Procurement BPO
    
 BPMS-Enabled BPO
    
 Business Process Utility
    
 Core Banking
    
 Multidomain BPO
    
 At the Peak

    
 Knowledge Process Outsourcing
    
 Multisourcing Service Integrator
    
 Mortgage Origination
    
 Life Insurance Closed-Book BPO
    
 Comprehensive CRM BPO
    
 Customer Analytics (BPO)
    
 Revenue Cycle Management
    
 Sliding Into the Trough

    
 Payment Service BPO: Electronic Check and Lockbox
    
 Comprehensive F&A BPO
    
 Billing BPO for Telecom Service Providers in Europe and Asia/Pacific
    
 Accounts Receivable BPO
    
 Hiring and Recruiting Outsourcing
    
 Print/Mail Business Continuity and Disaster Recovery
    
 Accounts Payable BPO
    
 Comprehensive Human Resources BPO
    
 NA Healthcare Insurance BPO
    
 Work-at-Home Outsourcing
    
 Climbing the Slope

    
 Managed Print Service
    
 Strategic Document Outsourcing
    
 Mortgage Servicing
    
 Contact Center BPO
    
 Benefits Administration Outsourcing
    
 Billing BPO for Telecom Providers in North America
    
 Teleradiology Outsourcing
    
 Entering the Plateau

    
 Payroll Outsourcing
    
 Payment Service BPO: Card Processing
    
 Appendixes

    
 Hype Cycle Phases, Benefit Ratings and Maturity Levels

    
 Recommended Reading


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, 2009
 

Figure 2. 
 Priority Matrix for Business Process Outsourcing, 2009
 

Figure 3. 
 Hype Cycle for Business Process Outsourcing, 2008
 



Document History:
 
Hype Cycle for Business Process Outsourcing, 2009
23 July 2009
  
Hype Cycle for Business Process Outsourcing, 2008
7 July 2008
  
Hype Cycle for Business Process Outsourcing, 2007
19 July 2007
  




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