The Future of bpo Delivery
Business process outsourcing is an increasingly competitive area with a changing competitive landscape. In order to differentiate themselves, vendors have had to work much harder on driving efficiencies outside of just wage arbitrage, and rethink how BPO services should be delivered.
SUMMARY
Impact
Ovum view
Key messages
FUTURE TRENDS IN BPO DELIVERY
Wage arbitrage is not enough
Transformation
Innovation
The repackaging of platform BPO
HR BPO
Unisys
Business outcomes: a realistic goal?
IT and BPO convergence
BPO and the cloud revolution
RECOMMENDATIONS
Invest in the appropriate technology
Do not obsess about true outcome-based pricing
Realistic marketing
Cloud computing will increase competition
APPENDIX
Further reading
Methodology
LIST OF FIGURES
Figure 1: The BPO platform transformation model versus the proprietary process-layer model
Figure 2: Cloud computing deployment timeframe
Figure 3: Barriers to adoption of cloud computing
Figure 1: The BPO platform transformation model versus the proprietary process-layer model
Figure 2: Cloud computing deployment timeframe
Figure 3: Barriers to adoption of cloud computing
