Gartner Research

Hype Cycle for Business Process Services and Outsourcing, 2015

Published: 29 July 2015

ID: G00276974

Analyst(s): Morgan Yeates


The business process services and outsourcing market is undergoing major change as more technology imbeds solutions and as delivery models and contracting approaches change. We outline for leaders in sourcing, business functions and global process management the hype surrounding these services.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
    • Major Trends in the BPS&O Market
    • Major Technology Profile Activity
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Public Cloud for Core Banking
    • Operational Intelligence Platforms
    • Finance and Accounting BPaaS
    • CSB-Enabled Multienterprise Processes
    • Managed GRC Services
    • Video Chat for Customer Service
    • Virtual Business Process Assistants
  • At the Peak
    • Digital Business Consulting Services
    • Sustainability Consulting Services
    • Digitalized Business Processes
    • P&C Insurance BPO
    • SCM BPO
    • Source-to-Pay BPO
    • Customer Management BPaaS
    • Order-to-Cash BPO
    • Learning BPO
  • Sliding Into the Trough
    • Virtual Customer Assistants
    • Life Insurance Closed-Book BPO
    • Intelligent Business Operations
    • Business Process Management in C&SI
    • BPM-Enabled BPO
    • Finance and Accounting BPO
  • Climbing the Slope
    • Indirect Sourcing & Procurement BPO
    • Knowledge Services
    • SCM BPaaS
    • Customer Analytics BPO
    • Work at Home — CM BPO
    • Comprehensive CM BPO
    • Risk Management Consulting Services
    • RPO
    • Accounts Payable BPO
    • Accounts Receivable BPO
    • Marketing and Customer Management Consulting
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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