Intelligent Automation in Business Processes (IABP) – State of the Market Report 2020

21 Jul 2020
by Anil Vijayan, Priyanka Mitra

One of the most potent levers enabling digital transformation in recent times is Intelligent Automation in Business Processes (IABP). A range of IABP solutions leveraging a combination of RPA, Artificial Intelligence (AI), and advanced analytics is being deployed by solution providers to help buyers achieve higher speed, improved accuracy, enhanced customer experience, and reduced cost, among other benefits.

This research analyzes changes in the IABP market and assesses it across various dimensions, such as buyer objectives and service provider initiatives, adoption patterns, solution characteristics, and service provider landscape.


We focus on 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: Business Process Services (BPS)
  • Geographic scope: global
  • Solution providers covered:
    • We have studied 24 providers, including leading broad-based BPS providers, consulting firms, and specialist system integrators whose offerings fall in one of the following three categories:
      • IABP services, including implementation, consulting, and maintenance, without automation technology license
      • IABP solutions for which the solution provider sources the automation technology, as well as provides implementation, consulting, and maintenance services
      • Intelligent automation offered as part of a broader BPO deal in areas such as procurement, HR, and banking
    • Providers studied (in alphabetical order): Accenture, Capgemini, Cognizant, DigiBlu, Digital Workforce, DXC Technology, Exela Technologies, EXL, Genpact, Hexaware, HCL, IBM, Infosys, Mphasis, NTT DATA, PwC, qBotica, RPATech, Sutherland Global Services, Symphony, TCS, Tech Mahindra, Wipro, and WNS


In this research, we analyze the IABP market across the following dimensions:

  • Market overview
  • Buyer adoption trends
  • Solution characteristics
  • Solution provider landscape
  • The future and how to prepare for it


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 & Life Sciences Business Process Outsourcing

HR Services and Technology

Insurance - Business Process Outsourcing (BPO)

Procurement Outsourcing

Recruitment Process (RPO)


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