This IDC study begins by introducing BPaaS as part of the history of "platform based" BPO of which BPaaS is the most current incarnation of a "shared" services business processes that dates back decades. One of the forerunners of this model is ADP, which leased its first computer, an IBM 1401, in 1961 (source: www.adp.com/careers/uscareers/who-is-adp/history.aspx). Since then, there have been many providers of outsourced "shared" services for business processes. In 2007, IDC did a study on the current phenomenon of platform-based BPO services that included a look at current service providers and outsourcers that managed a shared services environment to deliver business process services (see Worldwide Vertical-Specific BPO Services 2006 Vendor Profiles: The New World of Vertical-Specific BPO — Who Is Equipped to Succeed in a "Platform" World?, IDC #207911, September 2007). Today, the BPO industry is facing a shift to a new model referred to as BPaaS. While the fundamentals of BPaaS is similar to traditional BPO in managing a business process (e.g., F&A, HR, and industry-specific) on behalf of a client, there are fundamental differences that traditional providers of business process services and new players will be required to implement.
This study then provides an overview of IDC's view of the emerging space referred to as business process as a service (BPaaS). Using a combination of recent feedback from buyer studies and ongoing research on the topic of cloud services, business process outsourcing (BPO), and platform-based services, this study highlights key factors that service providers competing in the BPO market need to consider in shifting to BPaaS — a very disruptive business model. These factors include linking business process to cloud services/SaaS, identifying key drivers that will shape BPO provider transformation, defining buyer adoption patterns of BPaaS, and understanding information requirements as well as buyer perceptions and business model expectations of cloud services. Finally, this study offers an executive summary and essential guidance on critical investments that providers need to make to ensure success.
"While the world of IT services is undergoing a fundamental change from the traditional delivery models centered on a more labor-based approach to a much more highly automated set of IT services referred to as cloud services (e.g., PaaS, IaaS, and SaaS), the world of BPO is facing a similar shift though in a more interesting way," says David Tapper, VP of Outsourcing, Managed and Offshore Services at IDC. "Success for players looking to compete in the BPaaS market will require that they establish an ecosystem structure and industry position, develop a blueprint of a cloud business model and road map of transformation, consider new disruptive BPaaS business model options for new markets (e.g., franchise and crowdsourcing), build horizontal first, then vertical, and design a BPaaS business model in relation to the community of cloud/Web-based service providers."
Customer Experience: Customer Service and Contact Center Solutions , Hosted Contact Center Services , Hosted Contact Center and Customer Experience Management Services , Worldwide Finance, Accounting, and Procurement BPO Services
Business process outsourcing, Customer relationship management applications, Disaster recovery, Finance and Accounting BPO, Human resources outsourcing services, Infrastructure as a service, Platform as a service, Procurement, Public cloud services, Software as a service