The centralized model maximizes standardization but may not capture BU/regional differences; the hub-and-spoke model can enhance automation operations in additional geographic regions but limits standardization
The pyramid has three distinct layers that define the governance structure of the CoE; each layer has a unique set of responsibilities, and clarity around roles and responsibilities is essential to identifying the right talent for the CoE
Service Delivery Automation (SDA) services global sourcing landscape: Nearshore, onshore, and tier-2 locations in focus
Accenture, Cognizant, IBM and Wipro lead the industry in SDA impact, capabilities and vision.
Several big names in the Business Process Services (BPS) market have emerged as leaders in Service Delivery Automation (SDA), according to an assessment just published by Everest Group.
Influential enterprises are disrupting the status quo by demanding from their service providers not only cost reduction but also next-generation benefits focused on business outcomes and enhanced customer experiences. For service providers looking to pivot quickly from an arbitrage-first model to digital-first one, SDA is the one of the key levers, according to new research from Everest Group.
SDA comprises a spectrum of automation solutions for delivering services, such as Robotic Desktop Automation (RDA), Robotic Process Automation (RPA), autonomics, cognitive computing (machine learning, deep learning and neuro-linguistic programming) and advanced Artificial Intelligence (AI). Collectively, SDA is one of the most potent levers that BPS service providers can deploy to help buyers move beyond labor arbitrage to attain valuable benefits.
In a first-of-its-kind report, “Business Process Services Delivery Automation (BPSDA)—Service Provider Landscape with PEAK Matrix™ Assessment 2017,” Everest Group evaluates 18 leading broad-based BPS service providers relative to their SDA market impact and overall vision and capabilities. Employing its proprietary PEAK Matrix framework, Everest Group segments the providers into three categories of performance: Leaders (top quartile), Major Contenders (second and third quartile), and Aspirants (fourth quartile):
“Given the importance of SDA as a key value lever in the digital-first BPS world, this report provides an in-depth analysis and comparison of leading BPS providers in terms of their progress and market impact in this space,” said Rajesh Ranjan, partner at Everest Group. “Buyer experience and satisfaction was one of the important dimensions considered in this multi-dimensional assessment. Notwithstanding better performance by Leaders, there is clear opportunity for the BPS industry to improve on buyer satisfaction to realize SDA potential. This is more pronounced in the Artificial Intelligence space.”
Other key findings:
***A complimentary 4-page preview of the report is available for download here.*** (Registration required.)
This new report is a part of a three-part series of research findings that Everest Group plans to publish in the BPSDA space. The next report will provide an in-depth view of the state of the industry in terms of key trends, progress and future direction.
Service Delivery Automation (SDA) Continuum
Driven by significant product innovation over recent years, RPA has evolved from tactical to strategic
Accenture announced today that it has acquired Genfour, the pureplay automation integration and professional services company, for an undisclosed amount. Everest Group research indicates that Genfour is growing fast more than doubling revenue year on year but that is the norm in a growth market that is currently dominated by RPA technologies. Revenue mix includes annuity, run and operate as well as consultancy. The company head count includes a large developer pool. Genfour has a strong presence in the insurance and utilities sectors, as well as a few clients located in the US.
Genfour works with a number of Service Delivery Automation (SDA) technologies, Blue Prism, UiPath, and Celaton. It also has its own Genfour Autonomic platform with multi-tenant features and interfaces to third party workflow and reporting software. It not only develops and deploys automation for clients but offers on-going as-a-service operation and support services.
Automation skills are in short supply in the market, and Genfour brings Accenture expert personnel. This is likely to be the main reason for the acquisition.
Client acquisition is unlikely to have been a driver for this take over given that many of Genfour’s clients are mid-sized organizations that are not usually targeted by Accenture. However, Genfour’s presence in the insurance sector might have helped.
In terms of technology, the two companies’ capabilities mostly complement each other. Accenture has built extensive automation capabilities in recent years by following a strategy of partnering with leading automation technology vendors, Blue Prism and IPsoft among them. While the two companies share expertise in Blue prism, and to some extent, UiPath, Genfour adds Celaton and its own IP to the Accenture mix.
The market is moving towards increasing levels of domain and industry specific automation. Accenture is likely to follow this trend and build capabilities for specific domains and vertical expertise as well as increasingly more complex projects.
It is unsurprising that there is M&A activity in this market. We have predicted this, and there is more to come. This acquisition is unlikely to be the last in SDA in 2017.
Check out Everest Groups’ RPA market and technology trends and predictions in our latest webinar download.
There is much demand for Robotic Process Automation (RPA) but adoption can raise a number of questions and challenges for those who are at the start of their automation journeys.
On September 14, members of the NOA will be presented with a valuable opportunity to hear Sarah Burnett of Everest Group talk about strategies for enterprise-grade automation, service providers’ approach to automated services plus partnerships and contracting models. In addition, the event will include industry specialists who will also cover the following topics:
These presentations will use ongoing research into successful RPA adopters to pull out attributes and practices of successful organizations.
Speakers include:
For service providers, technology acts as both a catalyst and an enabler to move up the value chain
Service Delivery Automation (SDA) mostly impacts the bottom of the talent pyramid
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