Click here to close now.


SDN Journal Authors: Stefan Dietrich, Elizabeth White, Peter Silva, Pat Romanski, Don MacVittie

Related Topics: @CloudExpo, Microservices Expo, @BigDataExpo, SDN Journal

@CloudExpo: Article

What Does Next-Generation BPO Look Like?

Sense of place, or perhaps ‘sense of BPO place’ is important

This post is sponsored by The Business Value Exchange and HP Enterprise Services

Somewhere along the line in between the 1990s and the so-called post-2000 ‘naughties' a change occurred. This change was subtle but important if you took an interest in enterprise-level management theories, methodologies and delivery mechanisms.

Outsourcing, as we once knew it, became Business Process Outsourcing. With an extended name and an accompanying acronym to boot, BPO arrived.

Actually that's not strictly what happened; in between outsourcing and BPO we saw outsourcing become offshore outsourcing. Functions from finance and billing to admin and support started to migrate offshore, along with other non-core operations that could be ‘manageably compartmentalized,' so-to-speak.

BPO: The Choice of a New Generation
If this is a brief and somewhat incomplete history of outsourcing, what comes next for next-generation Business Process Outsourcing?

Sense of place, or perhaps ‘sense of BPO place' is important. Business users today work to a set of commercially driven imperatives and requirements that can change quarter-by-quarter... possibly even month-by-month. What more justification then do you need for locating BPO control in the cloud for maximum flexibility.

Cloud should be a natural home for BPO for two reasons. Reason 1 is that the applications should be delivered in a subscription-based Software-as-a-Service format down the Internet pipe. Reason 2 is that a connected cloud environment provides a perfect location for higher-level dashboard views of the total system status and the health of all outsourced services.

Digging a little deeper you can see what a sensitive flower BPO really is. That is to say, the BPO of tomorrow is being influenced and driven very clearly and directly by those wider trends that we see in computing and IT as a whole.

Data analytics is on the tip of everyone's tongues as it forms such a close relationship with Big Data stores - but equally, data analytics should also form an integral part of the next generation BPO practices that we approach. We will not push any function (or part of a business function) to an outsourced state until it has been through the appropriate level of analytics, so that we know more about its value in the total workflow.

BPO Trends Are Trending
There's also a ‘modern trend' lilt to the way next-gen BPO is bending. What business process or control isn't being affected by mobile device proliferation and social collaborative connections? The answer is none and the same ruling applies to BPO.

All of this means that the next iteration of BPO controls will need to be embedded into our software application development infrastructure at the initial design phase. In the near future (and today too if you can stomach it) BPO will have become a composite part of a process-centric software architecture.

Senior director of product marketing at OpenText Brian Wick says that these developments mean that the applications and services you need to be able to deliver rapidly don't have to be developed from scratch, "But rather, they are composites of a [BPO and/or BPM] solution that you can piece together to meet your immediate needs. Now you can have a richer and faster way to create a variety of complex solutions without having to wait months to build the basic foundation of process that you may already have."

For a similar concurring view, HP's BPO blog team has written specifically on this subject saying that BPO providers must be collaborative and embrace hybrid models for these processes - while other tasks remain at internal centers.

Ruthless Streamlining
The HP blog team writes on BPO futures as follows, "The explosion of data and new technologies will require organizations to ruthlessly look to streamline their processes to survive and prosper in an increasingly complex world. Through slashing non-value-added activities, companies can not only survive, but differentiate through accelerating throughput, reducing errors, enhancing data integrity, increasing transparency and reducing costs. The technology and process expertise needed by enterprises to survive with increasing proliferation of technology and data will be a severe challenge for most firms. We believe that standardization, eliminating duplicate or ineffective systems, reducing points of input and required outputs, digitization, and enabling new technologies will be the key elements to achieving process simplification and competitive differentiation."

We know that our dynamic newly social more-mobile business channels are reshaping virtually every key constituent in an organization's value chain and BPO change is part of that total process. BPO will never be the same again and it already isn't.

More Stories By Adrian Bridgwater

Adrian Bridgwater is a freelance journalist and corporate content creation specialist focusing on cross platform software application development as well as all related aspects software engineering, project management and technology as a whole.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.

@CloudExpo Stories
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
In his keynote at @ThingsExpo, Chris Matthieu, Director of IoT Engineering at Citrix and co-founder and CTO of Octoblu, focused on building an IoT platform and company. He provided a behind-the-scenes look at Octoblu’s platform, business, and pivots along the way (including the Citrix acquisition of Octoblu).
The buzz continues for cloud, data analytics and the Internet of Things (IoT) and their collective impact across all industries. But a new conversation is emerging - how do companies use industry disruption and technology enablers to lead in markets undergoing change, uncertainty and ambiguity? Organizations of all sizes need to evolve and transform, often under massive pressure, as industry lines blur and merge and traditional business models are assaulted and turned upside down. In this new da...
In his General Session at 17th Cloud Expo, Bruce Swann, Senior Product Marketing Manager for Adobe Campaign, explored the key ingredients of cross-channel marketing in a digital world. Learn how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects).
Culture is the most important ingredient of DevOps. The challenge for most organizations is defining and communicating a vision of beneficial DevOps culture for their organizations, and then facilitating the changes needed to achieve that. Often this comes down to an ability to provide true leadership. As a CIO, are your direct reports IT managers or are they IT leaders? The hard truth is that many IT managers have risen through the ranks based on their technical skills, not their leadership ab...
The Internet of Everything is re-shaping technology trends–moving away from “request/response” architecture to an “always-on” Streaming Web where data is in constant motion and secure, reliable communication is an absolute necessity. As more and more THINGS go online, the challenges that developers will need to address will only increase exponentially. In his session at @ThingsExpo, Todd Greene, Founder & CEO of PubNub, exploreed the current state of IoT connectivity and review key trends and t...
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
With all the incredible momentum behind the Internet of Things (IoT) industry, it is easy to forget that not a single CEO wakes up and wonders if “my IoT is broken.” What they wonder is if they are making the right decisions to do all they can to increase revenue, decrease costs, and improve customer experience – effectively the same challenges they have always had in growing their business. The exciting thing about the IoT industry is now these decisions can be better, faster, and smarter. Now ...
In his General Session at DevOps Summit, Asaf Yigal, Co-Founder & VP of Product at, explored the value of Kibana 4 for log analysis and provided a hands-on tutorial on how to set up Kibana 4 and get the most out of Apache log files. He examined three use cases: IT operations, business intelligence, and security and compliance. Asaf Yigal is co-founder and VP of Product at log analytics software company In the past, he was co-founder of social-trading platform Currensee, which...
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound...
Discussions of cloud computing have evolved in recent years from a focus on specific types of cloud, to a world of hybrid cloud, and to a world dominated by the APIs that make today's multi-cloud environments and hybrid clouds possible. In this Power Panel at 17th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists addressed the importance of customers being able to use the specific technologies they need, through environments and ecosystems that expose their APIs to make true ...
In today's enterprise, digital transformation represents organizational change even more so than technology change, as customer preferences and behavior drive end-to-end transformation across lines of business as well as IT. To capitalize on the ubiquitous disruption driving this transformation, companies must be able to innovate at an increasingly rapid pace. Traditional approaches for driving innovation are now woefully inadequate for keeping up with the breadth of disruption and change facin...
Growth hacking is common for startups to make unheard-of progress in building their business. Career Hacks can help Geek Girls and those who support them (yes, that's you too, Dad!) to excel in this typically male-dominated world. Get ready to learn the facts: Is there a bias against women in the tech / developer communities? Why are women 50% of the workforce, but hold only 24% of the STEM or IT positions? Some beginnings of what to do about it! In her Day 2 Keynote at 17th Cloud Expo, San...
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem"...
Apps and devices shouldn't stop working when there's limited or no network connectivity. Learn how to bring data stored in a cloud database to the edge of the network (and back again) whenever an Internet connection is available. In his session at 17th Cloud Expo, Ben Perlmutter, a Sales Engineer with IBM Cloudant, demonstrated techniques for replicating cloud databases with devices in order to build offline-first mobile or Internet of Things (IoT) apps that can provide a better, faster user e...
I recently attended and was a speaker at the 4th International Internet of @ThingsExpo at the Santa Clara Convention Center. I also had the opportunity to attend this event last year and I wrote a blog from that show talking about how the “Enterprise Impact of IoT” was a key theme of last year’s show. I was curious to see if the same theme would still resonate 365 days later and what, if any, changes I would see in the content presented.
Cloud computing delivers on-demand resources that provide businesses with flexibility and cost-savings. The challenge in moving workloads to the cloud has been the cost and complexity of ensuring the initial and ongoing security and regulatory (PCI, HIPAA, FFIEC) compliance across private and public clouds. Manual security compliance is slow, prone to human error, and represents over 50% of the cost of managing cloud applications. Determining how to automate cloud security compliance is critical...
Internet of @ThingsExpo, taking place June 7-9, 2016 at Javits Center, New York City and Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 18th International @CloudExpo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo New York Call for Papers is now open.
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York and Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty ...
We are rapidly moving to a brave new world of interconnected smart homes, cars, offices and factories known as the Internet of Things (IoT). Sensors and monitoring devices will touch every part of our lives. Let's take a closer look at the Internet of Things. The Internet of Things is a worldwide network of objects and devices connected to the Internet. They are electronics, sensors, software and more. These objects connect to the Internet and can be controlled remotely via apps and programs. ...