Asset-led BPO and cloud computing
The key point here is that the IT proposition from BPO vendors is shifting from a focus on platform efficiencies, through transition to a shared monolithic platform, to a focus on platform enhancement, through the addition of process-layer applications. More often than not, BPO vendors are looking for IT and process efficiencies in the shared use of this process layer, rather than aiming for IT efficiencies through a shared underlying platform.
What cant be ignored is that these BPO vendors are now increasingly developing reusable software assets, based on open-standard technologies. And many are well aware of the ramifications of this in the context of cloud computing. For example, in our discussions with Infosys, the company envisioned a future where IT infrastructure and applications are all delivered on a utility basis from the cloud, with the vendor differentiating on its process-layer applications. And Infosys isnt the only company with this view.
Indeed, the modular service-oriented provision of BPO software and services is already a reality. For example, UK-based insurance sector software and BPO vendor Innovation Group, which is also featured in the report, recently launched Innovation Insurer, a modular standards-based platform that clients can use to adopt BPO services on a utility basis.
Developments such as this prove to us that software and services convergence is a key evolutionary step in BPO provision, and a new battleground for both technology and services vendors alike.
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