Gartner Research

Hype Cycle for Business Process Services, 2019

Published: 11 July 2019

ID: G00370117

Analyst(s): Katie Gove


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.

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

Gartner Recommended Reading

©2020 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?

Become a client

Learn how to access this content as a Gartner client.