Business Process Services (BPS) 4.0: Heralding the Start of a New Era
Thematic Report

3 Feb 2021
by Rajesh Ranjan, Arkadev Basak, Sharath Hari N

Like most industries around the world, BPS was hit hard by the COVID-19 crisis at the start of 2020. The industry’s initial response to the unprecedented disruption was marked by concerns around supply-side constraints impacting the fulfillment of services and quality levels, but these were soon allayed by instances that showcased the expertise and commitment of BPS organizations. The industry swiftly adapted to the Work From Home (WFH) delivery model, ably fulfilled services, and resolutely maintained service quality levels.

The COVID-19-induced crisis paved the way for the industry’s evolution to BPS 4.0 – more dynamic, reliable, and significantly more agile in driving and addressing next-generation client needs. The change will come by accelerating current levers and leveraging new ones that have emerged as key during this crisis.

In this joint study by Everest Group and NASSCOM, we define BPS 4.0 and its value proposition and recommend ways for industry stakeholders to effectively capture value.


All geographies and industries


This joint study by Everest Group and NASSCOM answers key questions that will shape the BPS industry’s future:

  • What is BPS 4.0 and its value proposition?
  • What are the key levers to realize value?
  • What are the implications of recent changes?
  • What should industry stakeholders do to effectively capture value?


Banking Business Process

Contingent Workforce Management

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Finance and Accounting

Healthcare Payer and Provider Business Process

Human Resources

Insurance Business Process

Procurement and Supply Chain



Data & Analytics

Market Vista™

Sourcing and Vendor Management


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