Business Process Outsourcing—value-first outcomes

In a world of dynamic change, business process services can reinvent business performance, delivering sustainable value through intelligent operations.

Seize the day, secure sustainability

During times of great change—being able to drive value is paramount. In the wake of recent societal, industry and technology disruption, business process functions, including financesupply chainprocurementhuman resourcesmarketingsales and customer operations, and industry-specific services, such as healthinsurance and banking, have been severely disrupted.

The operating model is proving to be a linchpin. It can not only harness change but also adapt to feed the business strategy—achieving resiliency, agility, competitive advantage and better business outcomes. Accenture is helping clients to optimize and transform business processes—to be more data-driven, AI-powered and cloud enabled—to work smarter, scale faster, be more productive and eradicate costs across the enterprise with intelligent operations.

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BPO services

With more than 196,000 exceptional people in over 50 centers, we apply intelligence, innovation and deep industry experience, together with New IT and new skills to drive business value and growth. Learn more about our services.

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What are business process services?

Business process outsourcing (BPO) has evolved to become business process services.

Sustainable growth requires a new operating model, one that's anchored around the customer and driven by intelligence to deliver exceptional experiences and outcomes.

There is no “one-size-fits-all” solution. Organizations that want to future-ready their business must accelerate their path to intelligent operations. They need to address the vital ingredients of talent, data, applied intelligence, cloud and an ecosystem of partnerships.

Business process services bring together the power of technology with human ingenuity to handle everything from simple, everyday task-based processes to the more complex data-driven practices that serve businesses’ needs tomorrow.

Why are business process services important?

The future belongs to intelligent operations

Accenture research has identified four distinct phases of the journey to intelligent operations—each underpinned by a set of technologies to drive efficiency and insights. We've discovered increasing levels of capability or talent required at each stage and varied levels of outcomes that can be achieved along the way.

Each stage of the journey calls for a specialized workforce as well as sponsorship from the top. The goal is to dramatically shift the allocation of work—automating transactional tasks and freeing up talented people for more critical thinking— accelerated by automation, enabled by cloud and delivered by an agile workforce, to unlock new sources of value across the enterprise (Figure 1).

Transforming operations

Organizations need to achieve a step change in operations, transforming how the business operates by adopting a bold vision that is executed by unified leadership. Operational transformation draws on business process expertise, technology innovation and agile talent. It is the enabler of future-ready, intelligent operations.

Operations transformation means organizations can “think big” and take bold moves to close the gap between aspirations and where they are today. By automating at scale, augmenting human talent with technology and committing to data-driven decision making, organizations can optimize their intelligent operations journey. And with a flexible operating model that combines multidisciplinary teams and technologies across an ecosystem of partners, organizations can improve overall performance and sustainability.

Enabling value

With more than 196,000 exceptional people in 50 centers, Accenture applies intelligence, innovation and deep industry experience, together with New IT and new skills to drive business value and growth.

Accenture has invested more than $300M to develop an innovative human+machine operating engine, SynOps to enable remote working and create an agile and flexible digital workforce. Our tools and assets have helped to minimize service disruption, for ourselves and our clients.

We have nearly 30 years’ of experience in business process services and have the largest, and most agile human+machine workforce on the planet. and invest in our people and have transformed more than 90,000 roles to higher value, business outcomes focused roles.

Realizing business process services benefits

850

clients in 45 languages and filing more than 800 patents in 15 countries.

4,000

automation solutions in 27,000 projects to free up 135 million “transaction” hours per year.

$21B

in realized cost optimization and positive cashflow and productivity savings of 100M+ annualized hours.

What we think

Procurement BPS

Sourcing a sustainable future

How leveraging procurement to manage supply chain impact can help to drive a more sustainable future.
Network BPS

Fast-track to future-ready network operations

Accenture surveyed client service providers to understand how they view their journey to operations maturity.
Operations

The value multiplier

Discover how organizations can double their chances of future-ready operations in the next 3 years.
Intelligent Sales and Customer Operations

Drive growth in the front office with smarter data​

How using the right data across the Front Office helps to provide superior customer experiences.

Case studies

A multinational energy manufacturer transforms procurement sourcing and spend.

Delivering an insight-driven customer retention operation for a UK telecommunications provider.​

Global food manufacturer digitizes its Talent and HR operations and reshapes the employee experience.

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