Published: 23 July 2009
Analyst(s): Norbert Scholz, Gareth Herschel, Drew Kraus, SJ Chae, Don Free, Kimberly Harris-Ferrante, Gilbert van der Heiden, TJ Singh, Cathy Tornbohm, Gianluca Tramacere, Cecile Drew, Robert H. Brown, Kamlesh Bhatia, Matthew Goldman, Frances Karamouzis, Kimberly Collins, Claudio Da Rold, Ben Pring, John-David Lovelock, Helen Huntley, Pete Basiliere, Vittorio D'Orazio, Jim Longwood, Michele Cantara, 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.
©2020 Gartner, Inc. and/or its affiliates.
All rights reserved.
Gartner is a registered trademark of Gartner, Inc. and its affiliates.
This publication may not be reproduced or distributed in any form without Gartner’s prior written permission.
It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact.
While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information.
Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such.
Your access and use of this publication are governed by Gartner’s Usage Policy.
Gartner prides itself on its reputation for independence and objectivity.
Its research is produced independently by its research organization without input or influence from any third party.
For further information, see
Guiding Principles on Independence and Objectivity.