Vendor Spotlight by IDC

Artificial intelligence (AI) and robotic process automation (RPA) are playing a major role in enabling and driving changes in business process outsourcing (BPO). This IDC Spotlight, commissioned by Swiss Post Solutions, examines the challenges and opportunities that exist for businesses to transform customer experience and engagement, through improving their management of unstructured and structured data and harnessing the developing automation technology.

IDC predicts that by 2025 the amount of data created, captured and replicated will have grown to 163 zettabytes (ZB) or 163 trillion gigabytes, which is ten times the 16.1ZB generated in 2016. This expanding volume of information, which is often unstructured and derived across multiple channels, has become increasingly difficult to manage. A holistic approach is required in handling both physical and digital inbound business information, extracting the most important data and integrating it into core business processes and systems.

As a result the role of the BPO provider has evolved, to one of a strategic partner, with an inherent understanding of how processes work effectively and who can recognise and address new business requirements in transforming processes. Swiss Post Solutions is leveraging its longstanding experience and intellectual property in this market, employing a number of technologies to provide Intelligent Automation (IA) services to its clients.

With over 20 years’ experience in delivering services that improve the performance of business processes, we support our clients with solutions to manage the transition from paper to digital processes, unstructured to structured data and manual to automated processes.