Predictions 2015: Business Process Services

At TechMarketView, we see 2015 being all about ‘Joining the Dots’ across the UK SITS market, as suppliers grapple to make sense of, and monetize, investments in an ever expanding number of devices, data and gadgets in use in the consumer and business worlds.

Within the UK business process services (BPS) market ‘Joining the Dots’ is also about the joining up of people and processes with all things digital: business process platforms (BPPs); Business Process-as-a-Service (BPaaS); Business Process Automation (BPA) and Software-as-a-Service (SaaS), all enabled by the cloud, that help drive better customer engagement and new business opportunities.

Suppliers need to adapt, but there are big challenges in doing so as they move from a back office view of the world to one leading from the front, focused on the overall customer experience.

In 2015, we expect to see the following:

• Customer experience will be a key value driver

End customers will demand their BPS suppliers offer them the same or better customer experience they get in the consumer world when using social media, mobile, analytics and cloud (SMAC) technologies.

• Business Process Automation (BPA) will be a 'must-have'

A growing number of the leading BPS providers will adopt BPA tools and services. Failure to do so will leave many at risk of losing out on new outsourcing opportunities, or contract renewals.

• More SaaS partnerships for ‘out-of-the-box’ BPaaS

Business Process-as-a-Service (BPaaS) is coming of age as the number of tie-ups between leading BPS players and enterprise Software-as-a-Service (SaaS) leaders increases. This will accelerate further in 2015.

• BPS ‘Internet of Things’ (IoT) trials will emerge

Although we are some way off a truly autonomous IoT-enabled world, things are moving forwards at a fast rate, and we expect 2015 to be the year BPS providers dip their toes in the water.

• The General Election will make life harder in UK Public Sector

There will be a marked slowdown in public sector BPS deals as the General Election causes a hiatus in decision making, impacting Government-focused suppliers.

Subscribers to BusinessProcessViews can read about these Predictions in full here: Predictions 2015: Business Process Services

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Posted by John O'Brien at '07:15' - Tagged: bps   predictions