Frost Radar: Business Process Management Services, 2025

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines

The business process management (BPM) or business process outsourcing services market continues to grow, driven by digital transformation, AI adoption, and cost optimization pressures. Organizations are shifting from traditional labor arbitrage models to outcome-based engagements with automation, AI-driven analytics, and hyper-personalization of client interactions. With the advancement of the digital era, organizations are increasingly outsourcing their technology, finance and accounting, trust and safety, customer experience, supply chain and procurement, human resource management, knowledge management, and other essential business processes. Intelligent automation and artificial intelligence (AI) including generative AI and agentic AI are transforming and fundamentally redefining the BPM services value proposition.

The global BPM services market is competitive and fragmented because of the influx of companies in global and local IT services, BPM, consulting, contact center, and digital solutions. Service providers must transition from labor-centric to technology-first approaches while utilizing AI, data analytics, and automation to deliver quantifiable business value. Winners will be those that invest in platform-driven BPM, industry-specific AI solutions, and advisory services that facilitate end-to-end digital transformation.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.