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Software-Led BPO Strategy: Innovation Group
Ovum, Sep 2009, Pages: 18
The last decade has seen a concerted drive by many IT companies into the business process outsourcing (BPO) market. The large global players have made the most noise around BPO, from hardware and services providers such as IBM and HP through consulting and services companies such as Accenture, ACS and Capgemini to software companies such as SAP and Oracle. These players have made significant investments in building BPO-focused businesses, but this trend does not affect only the top end of the market. Across the US and Europe, many small and medium-sized software and services companies, such as NorthgateArinso, HR Access and BancTec, are also driving further into the BPO market on the back of their IT capabilities.
Innovation Group is a UK-based provider of outsourced claims management software and BPO services. Although smaller than most global BPO vendors, it is notable due to its rapid transformation from a software company into a BPO services provider over the past six years. This report analyses the drivers for Innovation Group’s move into the BPO market, documenting its transformation, highlighting the challenges it has and will continue to face, and assessing its potential for long-term success as it pursues its IT-led BPO strategy.
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