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TECH SUPPLIER Apr 2019 - Market Forecast - Doc # US43778119

Worldwide and U.S. Business Process Outsourcing Services Forecast, 2019–2023

By: Alison CloseResearch Manager, Finance & Accounting, Supply Chain and Analytics BPO Services

Abstract

This IDC study updates the analysis presented in Worldwide and U.S. Business Process Outsourcing Services Forecast, 2018–2022 (IDC #US42631018, May 2018) and provides a forecast of spending (customer expenditures) for the 2019–2023 period as well as key changes from the prior forecast, an analysis of industry and market trends, key market drivers and inhibitors, and significant market developments.

"The worldwide BPO market is mature, competitive, and well served by a number of providers, especially in areas such as customer care, human resources, and finance and accounting where growth continues to slowdown. There is an increasing expectation to drive rapid transformation across processes, and automation remains one of the big stories there. Providers are starting to cannibalize their own revenue to provide automation services, like RPA in areas such as finance and accounting, to their clients. Embedding artificial intelligence (AI) into business processes to aid agents through nonprescribed paths (as compared with RPA uses), chatbots, and conversational AI applications/virtual agents will also continue to evolve and mature," says Ali Close, research manager of Finance and Accounting, Supply Chain, and Business Analytics BPO Services.


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