Heralding a New Era of Transformative Business Process Services through Technology

14 Apr 2016
by Harsh Kapoor, Rajesh Ranjan

$2,999.00

Introduction

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

A wide spectrum of technologies are at play in the BPS market now and buyers are faced with the decision to evaluate and adopt the right ones. What they should know is that not all technologies have the same impact on the best-in-class BPS outcomes they want to achieve. A set of next-gen technologies have now burst into the market that have the potential to profoundly impact the foundations of BPS. Other technologies are evolving to stay relevant among the changing realities of the market. The characteristics of these technologies and their impact have to be top considerations for the buyers as they evaluate their current relationship, or new would-be buyers venture into the world of BPS.

In this context, this report decodes the complexities in BPS technology and focuses on its transformative power under the following broad heads:

  • Role of technology in an era of transformative BPS
  • Next-gen augmentation solutions: Disrupting the status quo
  • Traditional augmentation solutions: The table-stakes in BPS
  • Platform-based solutions: Reinventing for a new age
  • The future and how to prepare for it

 Adoption Technology Solutions

Scope and Methodology

  • Over 900 technology solutions with 66,000+ deployments in the BPS market
  • Coverage across 19 BPS service providers: Accenture, ADP, Capgemini, Cognizant, EXL, Genpact, GEP, HCL, HP, IBM, IGATE, Infosys, NGA Human Resources, Sutherland Global Services, TCS, Tech Mahindra, Wipro, WNS, and Xchanging

Key exclusions:

  • Solutions leveraged by the service provider for internal business operations
  • Infrastructure-level technologies

 BPS Technology Solution

Content

This report provides an overview of the technologies being used in the Business Process Services (BPS) space. After examining the increasingly important role of technology as an enabler and a catalyst of transformation in BPS space, the report goes on to look at the adoption of the wide spectrum of technologies in the various BPS segments. It also identifies a fundamental distinction in the technology landscape now, with some technologies acting as levers of BPS transformation and others driving the traditional BPS objectives of cost and efficiency. The report then deep-dives into Service Delivery Automation (SDA), decision support, and platform-based solutions to describe their adoption patterns and ability to create next-generation value. Finally, the report describes the imperative for buyers and providers to tweak their approach towards technology-enabled BPS.

Some of the findings in this report are:

  • The Business Process Services (BPS) industry is undergoing a significant evolution - buyers are increasingly demanding positive outcomes of BPS with regards to strategic objectives, apart from mere cost advantages
  • Technology has become a key lever in this evolution. Indeed, buyers who have high technology leverage report obtaining best-in-class results from their BPS relationships
  • Interestingly, clear distinctions have formed in the wide spectrum of technology landscape within BPS. While some have transformative impacts, the others are enablers of the traditional drivers of cost and efficiency
  • SDA, especially Robotic Process Automation (RPA), is being adopted rapidly due to its potential to deliver high value at low risk. Decision-support solutions have transcended hype. Platform-based / Business-Process-as-a-Service (BPaaS) solutions are also gaining meaningful traction
  • As technology plays a more pervasive role in BPS value creation, going forward, buyers need to take a structured and well-thought-out approach to create a technology-embedded BPS model. Service providers will have to take a relook at their go-to-market approach to capitalize on this opportunity
 

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