Automating BPO's

Written by Jordan McMahon in Automating BPO's on March 4, 2016
If RPA had a theme song at last year’s North American Shared Services and Outsourcing Week, put on by SSON, it would have been “Getting to Know You.” This year--the 20th for SSON's event--it’s more “Gimmie, Gimmie, Gimmie.”

 

What a difference a year makes.

 

This year, the shared services community is abuzz with talk about the hype and/or reality surrounding robotic process automation, so much so that an entire track at the event is dedicated to RPA adoption, best practices, and customer case studies. Here’s a checklist of all of the sessions covering RPA so you can plan ahead:

Written by Jordan McMahon in Automating BPO's on January 21, 2016
According to HfS, “Robotic Process Automation is having a profound impact on the delivery of business and IT processes today and...2016 will be a year of viral implementation of RPA across service delivery.” Certainly, RPA has made its mark in the outsourcing world, but what is driving the change? And what happens once it’s implemented? 

 

HfS has issued a new version of their previous RPA Maturity Model, this one geared towards service providers and including new levels and elements that service delivery entities need to keep in mind as they progress in their use of RPA. To accompany the maturity model, we’ve developed an interactive survey to help you determine where you rank in the 4 levels of RPA: Initialization, Industrialization, Institutionalization, and the new level, Integration. 

Written by Jordan McMahon in Automating BPO's on March 25, 2015

starter guide to RPAYou've been hearing about it at industry events. You've read about it in newsletters, articles, and blog posts. RPA is making waves in the outsourcing community and leaving providers and their customers wondering: what exactly is this, and why should we care?

We designed this free starter guide to answer those exact questions. And it only takes about 10 minutes to read.

Written by Jordan McMahon in Automating BPO's on March 4, 2015

IAOPThe Shared Services and Outsourcing Network recently released their must-read State of the Shared Services Industry Report, with a focus on the topic of the mega-trends today that are disrupting the service delivery industry. Among them, not surprisingly, is automation, joining other hot initiatives like optimizing service delivery, analytics, expansion of customer service, and evolving talent and skills for employees.

Where are SSOs at with automation?

Written by Jordan McMahon in Automating BPO's on February 4, 2015

IAOPA must-do event for the outsourcing world is happening in Phoenix this month. The IAOP Outsourcing World Summit is touted as being the “largest and longest-running industry event in the world” and generally draws nearly a thousand participants from around the globe. Robotic process automation is among the topics covered in several of the 9 conference tracks, and we’re eyeing a few of the sessions in particular to be especially informative, inspiring, and maybe even a bit controversial.

Here are a few sessions that have gotten our attention, and what we’re hoping to get out of them.

Written by Jordan McMahon in Automating BPO's on November 6, 2014

BPOs don’t need to be told about the emergence of robotic process automation at this point; they’ve heard it, they see the ways it’s changing the outsourcing landscape, they buy into it... now what can they do about it?

HfS Research sought to answer that question by developing a 3-level maturity model for BPOs to assess where they are and where they’re going when it comes to embracing and offering RPA solutions to clients, and they debuted it today during a webinar centered around separating RPA hype from reality.

Here’s a quick FAQ-style rundown of what the maturity model is all about:

Written by Jordan McMahon in Automating BPO's on October 8, 2014
Robot-On-Street Even as recently as a few months ago, movies such as Her depict a world where virtual agents are braided into daily life (level of intimacy may vary!), and at their core are tasked with quickly and efficiently performing non-value-added work. The “futuristic” or “what if?” natures of the questions posed in that movie are, in reality, already dated. This technology exists in a variety of permutations—including robotic process automation—and businesses are rapidly embracing it.