Gartner Research

Hype Cycle for Business Process Services and Outsourcing, 2016

Published: 03 August 2016

ID: G00307799

Analyst(s): TJ Singh

Summary

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

Analysis

  • 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

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