Various digital factors are disrupting the Business Process Services (BPS) market on both the demand and supply side. Enterprises are looking for not only cost savings, but also next-generation benefits from their relationships, and solution providers have been quick to recognize this need to shift from the traditional labor arbitrage-driven model to digitally powered solutions. One of the most potent digital levers enabling this transformation is Intelligent Automation in Business Processes (IABP), which leverages RPA, Artificial Intelligence (AI), and advanced analytics to provide the benefits of higher speed, improved accuracy, enhanced customer experience, and reduced cost, among others.
This report examines the global IABP market and the solution provider landscape. It provides detailed analysis of service providers’ capabilities and market performance and their relative position on the Everest Group PEAK Matrix® and assists key stakeholders (technology vendors and solution providers) in understanding the IABP solution provider landscape.
Scope
Solution scope: IABP solutions, offered either on a standalone basis or as part of a broader BPO deal, along with the associated implementation, consulting, and maintenance services
Services scope: BPS
Geographic scope: Global
Solution provider scope: 24 providers, including leading broad-based BPS providers, consulting
firms, and specialist system integrators whose offerings fall in one of the three categories:
- IABP services that include implementation, consulting, and maintenance; the automation technology license is already with the enterprise
- IABP solutions for which the solution provider sources the automation technology, as well as provides implementation, consulting, and maintenance service
- Intelligent automation offered as part of a broader BPO deal within areas such as procurement, HR, and banking
Contents
In this report, we provide:
- IABP PEAK Matrix 2020 positioning:
- Leaders: Accenture, Capgemini, Cognizant, IBM, TCS, and Wipro
- Major Contenders: DXC Technology, EXL, Genpact, Hexaware, HCL, Infosys, Mphasis, NTT DATA, PwC, Sutherland Global Services, Symphony, Tech Mahindra, and WNS
- Aspirants: DigiBlu, Digital Workforce, Exela Technologies, qBotica, and RPATech
- Everest Group’s assessment for the 24 IABP solution providers
Membership
Service Optimization Technologies (SOT)
Banking and Financial Services (BFS) - Business Process Outsourcing (BPO)
Customer Experience Management (CXM) Services, including Contact Center Outsourcing
Finance & Accounting Outsourcing
Healthcare Payer and Provider Business Process
Life Sciences Business Process
HR Services and Technology
Insurance - Business Process Outsourcing (BPO)
Procurement Outsourcing
Recruitment Process (RPO)
