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Thursday 30 July 2015

*NEW RESEARCH* UK Business Process Services Supplier Landscape 2015

lLast year, the UK BPS supplier landscape was all about disruption impacting the status quo among the top 20 - exposing the decline of some really big name suppliers and the rise of some new names and star performers (see UK Business Process Services Supplier Landscape 2014).

This year that disruption is accelerating, with the real boost being to those players focused on hotter digital technology areas - notably Analytics, Business Process Automation (BPA) Business Process Platforms (BPPs), Business Process-as-a-Service (BPaaS) and Customer Experience (CX).

Accenture and Capita in particular are making headway into this new realm via aggressive acquisition strategies. Meanwhile in the public sector, a newer breed of competitor - notably arvato and Sopra Steria - are taking market share thanks to their responsiveness and pragmatic approach to service delivery.

Providers wedded to the old delivery models of lift and shift and legacy outsourced operations, focused predominantly on cost reduction, are the ones being disrupted. Providers like Xchanging and HP are investing in new technology and platform IP to turn things around, but it will take time, and there are no guarantees of success.

What makes this so significant is that the digital technologies like digital BPPs, BPA and BPaaS are not huge in revenue terms, but they impact a UK BPS market worth billions. And it is these newer tools which are directing the new BPS spend, and enabling new engagement with customers around digital transformation. Those suppliers that don’t have the relevant capability or partnerships in place, are seeing new business opportunities disappearing, and the consequent loss of market share when contracts are let.

This year, the UK BPS market is all about 'Digital Disruption'...

Subscribers to TechMarketView's BusinessProcessViews research stream can read the detailed analysis and implications for BPS suppliers in the new report: UK Business Process Services Supplier Landscape 2015.

Posted by: John O'Brien

Tags: bpo   bpaas   bps   bpa  

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