Gartner Research

Hype Cycle for Business Process Services, 2018

Published: 27 July 2018

ID: G00340728

Analyst(s): Gilbert van der Heiden , Katie Gove , Frances Karamouzis


The business process services market is being reinvigorated due to disruptive forces in automation, analytics and new models. This reinvigoration is spurring end users and providers to invest. Sourcing, procurement and vendor management leaders must focus on these developments to keep pace.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Blockchain for Procurement
    • Intelligent Automation Next-Gen Services
    • Smart Contracts in Insurance
    • Virtual Assistants in HCM
    • AI for Procurement
    • Human-in-the-Loop Crowdsourcing
    • Touchless Claims
    • Augmented Reality for Customer Support
    • Finance and Accounting BPaaS
    • Chatbots
    • Customer Journey Analytics
  • At the Peak
    • IoT Business Solutions
    • Business Process as a Service (BPaaS)
    • Digital Business Consulting Services
    • Video Chat for Customer Service
    • Blockchain in Banking and Investment Services
    • In-Process HTAP
    • Robotic Process Automation Offerings
  • Sliding Into the Trough
    • Order-to-Cash BPO
    • Source-to-Pay BPO
    • SCM BPO
    • Advanced Analytics Solutions
    • Recorded Video Customer Service
    • Customer Management BPaaS
    • Virtual Customer Assistants
    • Life Insurance Closed-Book BPO
    • Social for CRM: Social Feedback Management
  • Climbing the Slope
    • Learning BPO
    • Finance and Accounting BPO
    • Multisourcing Service Integrator
    • SCM BPaaS
    • Recruitment Process Outsourcing (RPO)
    • Crowdsourcing
    • Customer Analytics BPO
  • Entering the Plateau
    • Accounts Payable BPO
    • Marketing and Customer Management Consulting
    • Work at Home — CM BPO
    • Accounts Receivable BPO
    • Comprehensive CM BPO
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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