Trends Report

Insights-Based Services Will Future-Proof BPO

Four Lessons From The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020

July 8th, 2021
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Sukriti Dangi , Bill Nagel

Summary

Insights-driven business process outsourcing (BPO) firms are an evolving breed of vendors that are moving away from traditional time-and-effort engagements to newer outcome-oriented engagements powered by insights. The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020 evaluated 13 vendors against 21 criteria. This report examines the four lessons that emerged from our assessment of insights-driven BPO vendor offerings and the reference customers and Forrester clients we spoke with.

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