Gartner Research

Hype Cycle for Business Process Services and Outsourcing, 2016

Published: 03 August 2016

ID: G00307799

Analyst(s): TJ Singh


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 Technology Profile Activity
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Finance and Accounting BPaaS
    • Managed Integrated Risk Management Solution
  • At the Peak
    • Customer Journey Analytics
    • Digital Business Consulting Services
    • Sustainability Consulting Services
    • Video Chat for Customer Service
    • Business Process as a Service (BPaaS)
    • SCM BPO
    • Robotic Process Automation
    • Order-to-Cash BPO
    • Source-to-Pay BPO
    • Customer Management BPaaS
  • Sliding Into the Trough
    • Learning BPO
    • Recorded Video Customer Service
    • Virtual Customer Assistants
    • Life Insurance Closed-Book BPO
  • Climbing the Slope
    • Finance and Accounting BPO
    • Indirect Sourcing and Procurement BPO
    • SCM BPaaS
    • Customer Analytics BPO
    • Work at Home — CM BPO
    • RPO
    • Accounts Payable BPO
    • Comprehensive CM BPO
  • Entering the Plateau
    • Accounts Receivable BPO
    • Marketing and Customer Management Consulting
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

Gartner Recommended Reading

©2021 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.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.