Gartner Research

Hype Cycle for Business Process Outsourcing, 2009

Published: 23 July 2009

ID: G00169135

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.

Table Of Contents


  • 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

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