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The Evolving Knowledge Process Outsourcing Landscape

Executive Summary

To compete in the race for productivity improvement, financial services organizations across the globe are looking beyond labor arbitrage and are increasingly outsourcing high-end knowledge intensive processes. Knowledge Process Outsourcing (KPO)—the outsourcing of knowledgeenabled processes to leverage analytical skills and domain expertise—has proven a viable strategic business model for financial services organizations. As a result, new KPO providers are emerging to bridge process gaps in the financial services industry and are leveraging their IT and BPO expertise into new platforms and frameworks.

The KPO provider landscape is changing in several key ways:

  • KPO providers are emerging as a one-stop-shop for financial services organizations with platforms that consist of low complexity services as well as highly complex and sophisticated processes.
  • Enhanced offerings combine BPO, ITO, and KPO into enhanced knowledge-enabled products and services (KePS).
  • Providers in destinations other than India—notably South Africa, Australia, and some European nations—are beginning to emerge as competitive destinations.
  • KPO providers are rejuvenating their service portfolio through mergers and acquisitions to increase the breadth and depth of their expertise.

This report examines the current state of the KPO marketplace and takes a look at trends such as BPO/ITO/KPO convergence, new delivery centers, and new drivers for the financial services industry. It also outlines some of the most critical factors financial services organizations must consider in selecting a KPO service provider.