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Enabling Digital Transformation

April 20, 2021 3800 0 BPM HealthTech and Life Sciences

Enabling Digital Transformation

The industry evolved over the last 20 years, emerging as the thought leader defining the vision and future for the industry. Starting from voice-based call services, the industry has evolved to reimagine operations from the back office to supporting top line impact through customer experience, analytics and revenue segmentation. With over 3,000 firms, India has the largest BPM base in the world. The industry demography continues to be unique in the sense that while there are so many firms, the top 10 probably constitute more than 60% of the revenue. India as of now, holds about 38% of the outsourced market and the total outsourcing market size is 43% of the total BPM spend. What this presents is an immense opportunity for all 3,000 companies to expand their reach and footprint significantly NASSCOM showcases 16 case studies from 16 companies of BPM Companies depicting the capabilities and competencies

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Key trends that will define this industry:

  • Growth and boom in the industry – With the absolute confidence that the industry has demonstrated and cost pressures that organizations will face, offshoring of business processes is expected to continue to grow and in fact, will see a boom
  • Blurring of lines between IT and BPM – BPM players with their increasing tech capability will play a great role in driving digital initiatives for enterprises. Pure play players will evolve to expand their portfolio
  • Digital and domain as the core – Tech line Analytics, RPA, Cloud, Cybersecurity will be core skills in the BPM industry along with business understanding
  • Consolidation will be a possibility – With the need of integrated IT and BPM operations, organizations will come together to leverage synergies and enable economies of scale.
  • Fragmented models of operation and gig-economy – Distributed model of operations, teams operating from remote locations, part time employees, freelancers, etc. operating on demand and based on availability and demand

Diversity in skills and employee profile – With domain and process at core, BPM industry will continue to be a very diverse industry with women consisting of more than 30% of the workforce (many are primary earning members) and people from educational backgrounds as diverse as tech, healthcare, manufacturing, legal as well as

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