Gartner Research

Hype Cycle for Business Process Services, 2020

Published: 20 July 2020

ID: G00467853

Analyst(s): Jaideep Thyagarajan


The business process services market continues to evolve, with the push for cost savings and business process reinvention through intelligent workflows facilitated by RPA, AI and IoT, among others. Track the evolution of offerings to make informed investment decisions for an optimal BPS strategy.

Table Of Contents


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

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