United States

Bots in the Back Office: The Coming Wave of Digital Labor

Rising global labor costs are causing business process outsourcing (BPO) to become unsustainable at the same time as technologies are advancing and converging in such a way that they can not only augment work, but replace workers.

More and more companies are gaining traction with cognitive and automation platforms–machines with rapidly advancing capabilities for understanding, learning, communicating, and problem-solving. Robotic process automation (RPA)—this convergence of low-cost, easy-to-implement process automation, coupled with machine learning, data analytics, and cognitive innovations—is creating a new class of digital labor.

If BPO is withering while RPA grows up, where do you go from here?

Read the paper to explore:

  • the outsourcing dilemma
  • market trends
  • the digital workforce
  • sustainable labor alternative
  • applied RPA
  • what’s next



Read KPMG: Death of BPO at the Hands of RPA at TechTarget's TotalCIO blog featuring KPMG's Cliff Justice.

For more on the impact of digital labor and the automation of jobs on sourcing and service delivery, explore our Digital Labor site to view articles, videos, and podcasts.