As the realities of the global business environment change, the Business Process Service (BPS) industry is also under pressure to transform. Buyers are increasingly demanding results beyond cost reduction and operational efficiencies. They want BPS to positively impact their business objectives. Technology has emerged as the catalyst as well as the enabler of this transformation.
A wide spectrum of technologies are at play in the BPS market now and buyers are faced with the decision to evaluate and adopt the right ones. What they should know is that not all technologies have the same impact on the best-in-class BPS outcomes they want to achieve. A set of next-gen technologies have now burst into the market that have the potential to profoundly impact the foundations of BPS. Other technologies are evolving to stay relevant among the changing realities of the market. The characteristics of these technologies and their impact have to be top considerations for the buyers as they evaluate their current relationship, or new would-be buyers venture into the world of BPS.
In this context, this report decodes the complexities in BPS technology and focuses on its transformative power under the following broad heads:
Key exclusions:
This report provides an overview of the technologies being used in the Business Process Services (BPS) space. After examining the increasingly important role of technology as an enabler and a catalyst of transformation in BPS space, the report goes on to look at the adoption of the wide spectrum of technologies in the various BPS segments. It also identifies a fundamental distinction in the technology landscape now, with some technologies acting as levers of BPS transformation and others driving the traditional BPS objectives of cost and efficiency. The report then deep-dives into Service Delivery Automation (SDA), decision support, and platform-based solutions to describe their adoption patterns and ability to create next-generation value. Finally, the report describes the imperative for buyers and providers to tweak their approach towards technology-enabled BPS.
Some of the findings in this report are: