Cutting-edge technologies generally distinguish the best BPO relationships. However, advances in analytics, automation, cloud, mobility and social are set to unlock new value from the BPO relationship. The potential rewards include greater optimization of higher value areas like analytical insights and innovation, plus more standardized processes and workflows in the cloud, delivering improved cost, quality and agility.
This is the conclusion of a new research study from HfS Research, sponsored by Accenture, which reveals how some BPO relationships are beginning to use technology to provide effective monitoring of performance, greater transparency, and to fuel new generations of products and services. Based on a survey of 773 BPO stakeholders—including enterprise buyers, service providers and advisors—the report examines the technology advantages of BPO relationships and provides interesting reading for any organization anticipating making that step.
Key findings include that most buyers view analytics as the technology with the most critical importance and now expect BPO providers to be a source of insights that impact their business outcomes. Automation is also seen as a critical technology to move the value of BPO beyond cost reduction and mobility should be deployed in the context of an overall mobility enablement strategy across the entire enterprise. However, many buyers struggle with how to embrace the potential of the cloud, fearing a loss of security and control. Lastly, the benefits of social media in the context of BPO will only be felt once more sophisticated technology-enabled BPO platforms are in place that embed social as an essential element of the service.
These findings suggest that BPO buyers need to start assessing their providers’ capabilities and experience with these digital technologies, and the authors conclude that both buyers and service providers need to up their game now if they want to capture more BPO value through technology.
For more insights, download the full report, BPO on the Brink of a New Generation: Technology Transformation
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