Gartner Research

Hype Cycle for Business Process Services and Outsourcing, 2014

Published: 21 August 2014

ID: G00262223

Analyst(s): Morgan Yeates


BPS&O offerings can be evaluated by their delivery model and maturity. This document helps C-suite and business function leaders determine how much hype surrounds a service offering, whether the hype is warranted or not, and whether an offering will benefit buyers now and over the next five years.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Cognitive Computing-Enabled Services
    • Finance and Accounting BPaaS
    • Phantom Robotic Process Automation
    • Core Banking BPO
    • CSB-Enabled Multienterprise Processes
    • Managed GRC Services
    • Video Chat for Customer Service
  • At the Peak
    • SCM BPO
    • Digitalized Business Processes
    • Sustainability Consulting Services
    • Customer Management BPaaS
    • Source-to-Pay BPO
    • Learning BPO
    • Order-to-Cash BPO
    • Digital Transformation Consulting
    • Life Insurance Closed-Book BPO
    • Virtual Customer Assistants
  • Sliding Into the Trough
    • BPM-Enabled BPO
    • Business Process Management in C&SI
    • Finance and Accounting BPO
    • Customer Analytics BPO
  • Climbing the Slope
    • Indirect Procurement BPO
    • Knowledge Process Services
    • SCM BPaaS
    • Comprehensive CM BPO
    • HR BPaaS
    • Enterprise Risk Management Consulting Services
    • RPO
    • Work at Home — CM BPO
    • Accounts Payable BPO
    • Marketing and Customer Management Consulting
    • Marketing Service Providers
    • Accounts Receivable BPO
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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