Gartner Research

Market Trends: New Business Model and Digital Service to Drive Next-Generation BPO Services in 2016

Published: 29 April 2016

ID: G00273207

Analyst(s): Cathy Tornbohm , Michael Dominy , Morgan Yeates, TJ Singh


Business process outsourcing services are evolving due to increasing functional and process complexity, innovation delivered via scalable, cost-effective methods and new delivery channels. Strategic planners should leverage these trends to generate profitable and high-growth business opportunities.

Table Of Contents


Market Trend

  • Provider-Defined Business Process Services: Be the Business — Evolving From Supporting Ad Hoc Processes, to Delivering Business Services Defined by the Provider
  • Use of Digital Technologies and Robotic Process Automation in BPO Service Delivery
    • The New BPO Market Structure — M&As Will Accelerate as BPO Providers Implement Be-the-Business and Digital Service Strategies

Contrarian View

  • If Global Protectionism and the Economic Malaise Continues, These Trends Change

Vendors to Watch

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