Communications-focused BPS – opportunities beyond document outsourcing

Disruptive change is taking place across the whole document services market due to the effect of IT consumerisation and ‘bring your own technology’ (BYOT).

The burgeoning take-up of communications media like smartphones, tablets and social media is changing how businesses and consumers interact, and blurring the boundaries between what is considered B2B and B2C. These newer communications channels are rapidly growing their influence on buying behaviours, while traditional communications channels like voice and print are becoming less relevant.

Communications focused-business process services (BPS) is TechMarketView's new term covering the entire ecosystem of software and services supporting communications into and out of the enterprise. It allows suppliers to bring together best-of-breed software and services to respond to these changing dynamics, with a range of value-added services that can assist clients attract new revenue opportunities.

It has the potential to be highly disruptive across several BPS and software segments, with profound implications for established document outsourcing vendors, such as Xerox, HP, Pitney Bowes, Ricoh, Williams Lea, Arvato and Communisis. Incumbent BPO players like Capita and Serco are also keen to get in on the action.

Subscribers to TechMarketView’s BusinessProcessViews service can read the implications and opportunities for suppliers to the UK market in the new report, Communications-focused BPS – opportunities beyond document outsourcing. (If you’re not yet a subscriber and would like further details please email Deborah Seth, who will be only too happy to help).

Posted by: John O'Brien at 07:55

Tags: bpo   socialmedia   bps   BYOT   communications  

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