Welcome!

@CloudExpo Authors: Ed Featherston, Rostyslav Demush, Jamie Madison, Jason Bloomberg, Greg Pierce

Related Topics: @CloudExpo, Microservices Expo, @DXWorldExpo, 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
DX World EXPO, LLC, a Lighthouse Point, Florida-based startup trade show producer and the creator of "DXWorldEXPO® - Digital Transformation Conference & Expo" has announced its executive management team. The team is headed by Levent Selamoglu, who has been named CEO. "Now is the time for a truly global DX event, to bring together the leading minds from the technology world in a conversation about Digital Transformation," he said in making the announcement.
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Conference Guru has been named “Media Sponsor” of the 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great deals to gre...
DevOps is under attack because developers don’t want to mess with infrastructure. They will happily own their code into production, but want to use platforms instead of raw automation. That’s changing the landscape that we understand as DevOps with both architecture concepts (CloudNative) and process redefinition (SRE). Rob Hirschfeld’s recent work in Kubernetes operations has led to the conclusion that containers and related platforms have changed the way we should be thinking about DevOps and...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
Companies are harnessing data in ways we once associated with science fiction. Analysts have access to a plethora of visualization and reporting tools, but considering the vast amount of data businesses collect and limitations of CPUs, end users are forced to design their structures and systems with limitations. Until now. As the cloud toolkit to analyze data has evolved, GPUs have stepped in to massively parallel SQL, visualization and machine learning.
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...
"ZeroStack is a startup in Silicon Valley. We're solving a very interesting problem around bringing public cloud convenience with private cloud control for enterprises and mid-size companies," explained Kamesh Pemmaraju, VP of Product Management at ZeroStack, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...
"Infoblox does DNS, DHCP and IP address management for not only enterprise networks but cloud networks as well. Customers are looking for a single platform that can extend not only in their private enterprise environment but private cloud, public cloud, tracking all the IP space and everything that is going on in that environment," explained Steve Salo, Principal Systems Engineer at Infoblox, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventio...
In his session at 21st Cloud Expo, James Henry, Co-CEO/CTO of Calgary Scientific Inc., introduced you to the challenges, solutions and benefits of training AI systems to solve visual problems with an emphasis on improving AIs with continuous training in the field. He explored applications in several industries and discussed technologies that allow the deployment of advanced visualization solutions to the cloud.
The question before companies today is not whether to become intelligent, it’s a question of how and how fast. The key is to adopt and deploy an intelligent application strategy while simultaneously preparing to scale that intelligence. In her session at 21st Cloud Expo, Sangeeta Chakraborty, Chief Customer Officer at Ayasdi, provided a tactical framework to become a truly intelligent enterprise, including how to identify the right applications for AI, how to build a Center of Excellence to oper...
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventi...
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to it...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
Gemini is Yahoo’s native and search advertising platform. To ensure the quality of a complex distributed system that spans multiple products and components and across various desktop websites and mobile app and web experiences – both Yahoo owned and operated and third-party syndication (supply), with complex interaction with more than a billion users and numerous advertisers globally (demand) – it becomes imperative to automate a set of end-to-end tests 24x7 to detect bugs and regression. In th...