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Introduction

This brief is essential reading to identify and track the key forces shaping the UK BPO market. This report outlines the changes in the UK market, explaining which trends – including Brexit and technology enablers – will have the biggest impact, and highlighting who will benefit from the current developments in BPO.

Highlights

  • A slowdown in publicly announced BPO activity in the UK in the second half of 2016 is visible in Ovum's IT Services Contracts Analytics market-tracking tool. This slowdown was further confirmed by vendors as 2016 approached year-end; 2017 is likely to be similarly impacted until some certainty emerges.

Features and Benefits

  • Evaluates an eventful 2016 in the UK BPO market and looks at what is in store for 2017.
  • Examines how technology enablers such as cloud, DevOps, analytics, automation, cognitive analytics, machine learning, and the broader application of AI are impacting the BPO market.

Key questions answered

  • What are the drivers behind the slowdown in the UK BPO market going into 2017?
  • What effect do emerging technologies, such as automation, machine learning, and AI, have on BPO?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Business trends and technology enablers

  • "Your mess for less" gives way to a neater, smarter approach

The UK BPO market is seeing a slowdown

  • Uncertainty: the cause of a pause
  • Pessimism regarding global growth levels gave way to optimism, and UK GDP is holding up well so far, despite fears of immediate Brexit fallout
  • Insourcing and onshoring appeal in multiple ways
  • Productivity enhancement is desirable, but cost cutting is still an imperative
  • M&A activity is having a marked impact on the UK BPO market
  • UK BPO providers had a rough year
  • The public sector is looking to spend less

Technology evolution

  • Robotics, AI, and machine learning either join automation on the BPO to-do list, or displace BPO

Appendix

  • Methodology
  • Further reading
  • Author

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