The global business environment is undergoing fundamental shifts driven by economic, demographic, regulatory, and technological changes. These shifts are disrupting existing business models and creating new ones, and Business Process Services (BPS) is no exception. From a traditional focus on operational cost savings and efficiency, organizations increasingly seek added value – driving agility, speed, and better business outcomes through their BPS initiatives.

Technology has emerged as a catalyst and an enabler of this evolution within BPS. As organizations explore ways to effectively leverage and embed technology in their BPS initiatives, it is imperative to develop a clear understanding on three things. First, the technology spectrum available and the benefits of creating a technology-embedded BPS model; second, the way technology needs to fit into the overall BPS design and lifecycle, anchored in business outcomes; and third, some best practices to make it happen.

This research focuses on the first area, the available technologies and the benefits of creating a technology-embedded BPS model. A second report, Unlocking Next-Generation Value through Technology-Embedded Business Process Services | Part 2 addresses how technology fits into the overall BPS design and how best to implement it.

This research:

• Describes the evolution of BPS buyers’ expectations and the role of technology in this evolution
• Illustrates the different types of technologies leveraged in BPS and their adoption patterns
• Offers insights into the next-generation value that these technologies create
• Serves as a base for the “how,” presented in the second report, Unlocking Next-Generation Value through Technology-Embedded Business Process Services | Part 2