Gartner Research

Hype Cycle for Business Process Services and Outsourcing, 2017

Published: 10 August 2017

ID: G00331938

Analyst(s): TJ Singh


The BPS&O market is seeing major changes in service offerings and contracting models as technology is increasingly embedded into services. Sourcing and vendor management leaders must focus on these evolving offerings to ensure their investments accelerate the delivery of business value.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Intelligent Automation for Application Managed Services
    • Intelligent Automation Next-Gen Services
    • Augmented Reality for Customer Support
    • Finance and Accounting BPaaS
  • At the Peak
    • Customer Journey Analytics
    • Intelligent Automation for Infrastructure Managed Services
    • Business Process as a Service (BPaaS)
    • Digital Business Consulting Services
    • Robotic Process Automation Offerings (Gateway Technology Services)
    • SCM BPO
    • Video Chat for Customer Service
    • Robotic Process Automation Software
  • Sliding Into the Trough
    • Order-to-Cash BPO
    • Source-to-Pay BPO
    • Recorded Video Customer Service
    • Learning BPO
    • Customer Management BPaaS
    • Virtual Customer Assistants
    • Life Insurance Closed-Book BPO
    • Social for CRM: Social Feedback Management
  • Climbing the Slope
    • Finance and Accounting BPO
    • SCM BPaaS
    • Customer Analytics BPO
    • Crowdsourcing
    • RPO
    • Work at Home — CM BPO
  • Entering the Plateau
    • Accounts Payable BPO
    • Marketing and Customer Management Consulting
    • Accounts Receivable BPO
    • Comprehensive CM BPO
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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