Gartner Research

Hype Cycle for Business Process Services, 2019


The BPS market continues to experience rapid technology-driven evolution targeted at enabling or enhancing the service delivery of business processes. Sourcing, procurement and vendor management leaders must track the evolution of such technologies to keep pace.

Published: 11 July 2019

ID: G00370117

Analyst(s): Katie Gove

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Blockchain for Procurement
    • Virtual Assistants in HCM
    • Human-in-the-Loop Crowdsourcing
    • Augmented Reality for Customer Support
    • AI-Related C&SI Services
  • At the Peak
    • Customer Journey Analytics
    • Finance and Accounting BPaaS
    • IoT Business Solutions
    • Chatbots
    • Business Process as a Service (BPaaS)
    • Video Calling for Customer Service
  • Sliding Into the Trough
    • Robotic Process Automation Offerings
    • Digital Business Consulting Services
    • Source-to-Pay BPO
    • Order-to-Cash BPO
    • Blockchain in Banking and Investment Services
    • Recorded Video Customer Service
    • Virtual Customer Assistants
    • SCM BPO
  • Climbing the Slope
    • Customer Management BPaaS
    • Social for CRM: Social Feedback Management
    • Learning BPO
    • Finance and Accounting BPO
    • Multisourcing Service Integrator
    • SCM BPaaS
  • Entering the Plateau
    • Customer Analytics BPO
    • Work at Home/Gig Agent — CM BPO
    • Marketing and Customer Management Consulting
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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