NEW RESEARCH – UK Business Process Services Supplier Landscape 2014

Last year, the UK BPS supplier landscape was all about diversity of performance of suppliers within the top 20 (see UK Business Process Services Supplier Landscape, 2013). In 2014, this diversity not only continues, but has led to real disruption of the status quo among the top 20 - exposing the decline of some really big name suppliers like HP, IBM and BT, and the rise of some new names and star performers.

Mid-tier players like Steria and Arvato, new entrants like customer management providers Webhelp and Teleperformance, and disruptors like insurance BPS player Quindell are all finding themselves moving up the rankings as they benefit from this shift away from the established ‘old order’ providers.

This is reflected in the continuing drift away from legacy lift and shift BPO offered by the ‘old guard’, towards platform BPO, Business Process as-a-Service (BPaaS) and Business Process Automation (BPA) alternatives, offered by today’s innovators, which offer shorter, more flexible business processing built around new technology and increasingly automated services.

Additionally, disruptors from outside the BPS sector, pure Software-as-a-Service (SaaS) alternatives, are eating into established sectors of the market—like lift and shift BPO— and offering dramatically reduced cost alternatives to outsourced business processing, while allowing customers to retain control of their own operations.

BPS suppliers are being tested to the limits to respond. Hybrid BPS models, platform innovations and automation are all part of the fight back as the old guard attempt to re-invent their modus operandi.

Subscribers to TechMarketView’s influential BusinessProcessViews research service can read the detailed analysis of the winners and losers in the new anchor report UK Business Process Services Supplier Landscape 2014. If you're not yet a subscriber, please contact Deb Seth (dseth@techmarketview.com) who will be happy to help.

Posted by John O'Brien at '08:08' - Tagged: bpo   bps   suppliers