Business-Process-as-a-Service (BPaaS) Adoption Debunked – Current and Future Direction

27 Sep 2019
by Rajesh Ranjan, Robin Jain, Krishna Charan

As the realities of the global business environment change, the Business Process Services (BPS) industry is under immense pressure to transform. Buyers are struggling with unique challenges and are increasingly demanding results beyond cost reductions and operational efficiencies. They want BPS to positively impact their business objectives. Technology has emerged as the catalyst and enabler of this transformation.

A set of next-generation models, especially Business Process as a Service (BPaaS), can address enterprise demands. BPaaS is a model in which buyers procure standardized services on a pay-as-you-go basis from a shared set of resources across processes and technologies. Existing and potential buyers should carefully evaluate the solutions’ features and their impact while adopting BPaaS.


BPS segments covered: three horizontal BPS segments – HR Outsourcing (HRO), Finance & Accounts Outsourcing (FAO), and Procurement Outsourcing / Supply Chain Management (PO/SCM); three BPS verticals – healthcare, Banking & Financial Services (BFS), and insurance

Service providers covered: Accenture, ADP, Alight, Avaloq, Broadridge, Capgemini, CGI, Cognizant, Conduent, DXC Technology, Exela Technologies, EXL Services, FIS, Fiserv, HCL, IBM, Infosys, Genpact, GEP, Mphasis, NGA HR, NTT Data, OneSource Virtual, Optum, SE2, Sutherland, TCS, Tech Mahindra, Viteos, Wipro, and WNS


This report is based on Everest Group’s proprietary database of 30+ BPaaS service providers’ operational capabilities. It provides comprehensive coverage of the BPaaS market, including BPaaS market size and growth, market maturity by BPS segment, adoption trends across buyer size, geography and BPaaS category, BPaaS competitor landscape across BPS segments, case studies, and future outlook and implications for both enterprises and service providers.

We have divided the report into four sections:


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