Gartner Research

Hype Cycle for Business Process Services, 2019

Published: 11 July 2019

ID: G00370117

Analyst(s): Katie Gove

Summary

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

Analysis

  • 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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