Business Process Outsourcing (BPO)

Business process outsourcing (BPO) refers to an organization relying on a service provider to manage all aspects of a business activity: the business people associated with the process, the underlying technologies, and the IT support staff.

Latest Research

  • For Application Development & Delivery Professionals

    REPORT: Vendor Landscape: Workday Services Partners

    Workday Customers Look To Partner Ecosystem To Accelerate Implementation And Maximize Business Value

    March 10, 2017 Liz Herbert, Paul D. Hamerman

    As companies seek to improve business flexibility and engage employees with digital experiences, they are migrating traditionally on-premises systems of record to software-as-a-service (SaaS) alternatives. Workday continues to be one of the most disruptive and fast-growing solutions providers in the SaaS era, and customers are turning to services providers for help. This report gives Application Development & Delivery (AD&D) pros an overview of the fast-changing market of Workday partners and key considerations for selecting the best fit for your needs. This document replaces our earlier 2014 document on the same topic.

  • For Enterprise Architecture Professionals

    REPORT: The State Of Robotic Process Automation

    A Poor Man's Business Process Management, Or Possibly Something More

    November 23, 2015 Craig Le Clair

    There's a lot of talk these days about a bleak future of employment where tireless robots steal all the jobs. Robotic process automation (RPA) is part of that discussion. This report provides Forrester's assessment of the current state of the RPA market, why it's often used when a business process management (BPM) or case management platform would suffice, and how close the solutions are to replacing knowledge work performed by humans. Finally, we outline a framework for enterprise architects, separating RPA providers into those that focus on targeting customers or on operational efficiency and that attack the market from a product or a service perspective.

  • For Application Development & Delivery Professionals

    REPORT: Use Outsourcers To Build Your Omnichannel Customer Service Future

    Toss Out Outdated Attitudes About BPOs Due To Their Expertise In Chat, Social, And Even Customer Context Stores

    July 14, 2015 Ian Jacobs

    Customer service has decidedly moved away from a phone-only world. Consumers across all ages and demographics have adopted digital customer service channels such as chat, mobile, web, and social. Consumers now expect relevant and friction-free omnichannel customer service. However, firms' technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines the reasons why application development and delivery (AD&D) pros building a truly omnichannel approach to customer service should reevaluate their attitudes toward business process outsourcers (BPOs) Additionally, it details the new services — including cross-channel context — that make outsourcers a good choice as partners for building out an omnichannel customer service strategy.

  • For CIO Professionals

    REPORT: Brief: Infosys' EdgeVerve Targets Enterprises' Digital Transformation Needs

    Infosys Creates A Software Subsidiary To Accelerate The Growth Of Its Software Products And Solutions Business

    August 1, 2014 Frederic Giron

    Infosys recently announced the creation of a wholly owned subsidiary: EdgeVerve Systems. The new entity will own, develop, market, and sell Infosys' Edge line of software products and solutions, previously part of Infosys' product, platform, and solutions (PPS) activity. This announcement comes at a time when the company is striving to grow its PPS revenues. This brief summarizes the announcement for CIOs; lays out what Infosys clients can expect from this new structure; and outlines what the company must do to make EdgeVerve a key enabler of Infosys' digital transformation capabilities.

  • For Application Development & Delivery Professionals

    REPORT: Embrace Future Trends To Deliver HRM Business Impact

    July 15, 2014 Paul D. Hamerman

    This report outlines the future outlook for application development and delivery (AD&D) professionals working with human resources executives on their applications and business process innovation strategies. It analyzes the evolving state of human resource management (HRM) technology solutions, services, and processes to help Forrester clients formulate a vision for the future over a three- to five-year planning horizon. Technology supporting HRM is advancing at a rapid pace, driven by SaaS adoption and quickly assimilating mobile, social, and "consumerized" user experiences. In parallel with adopting these disruptive technologies, HRM business processes are evolving toward better talent leverage and employee engagement. By investing in HRM strategies now, companies are realizing new ways to drive business value in employee-facing processes while rationalizing fragmented systems that are increasingly difficult to maintain. This report is an update to the original report of the same title dated July 24, 2012. In addition to updating the 10 key HRM trends, it provides revised software adoption data and vendor examples.

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