In compiling this report, Gartner, the world’s leading information technology research and advisory firm, analysed vendors across all regions, employer sizes, and service-delivery models – evaluating their ability to execute and completeness of vision. Given complex regulatory requirements and employee volumes varying across countries, no true global payroll solution exists. To improve efficiency and performance, HR technology leaders must balance integration, emerging technology trends and risk management in their selection process. Innovative in its deployment of technologies to support the modern, tech-augmented agents, Comdata offers a plethora of technician tools within its Collaboration Suite. Technologies that enable enhanced process automation and operations management are also included, which Gartner note as considerable strengths. Unfortunately, the BPO lacks experience in managing customer-facing digital channels compared to its rivals.
Their support via email is worthless and having to wait 30+ minutes to speak to someone is extremely annoying when all I’m wanting to do is enter payroll data. We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth. Challengers execute well today or may dominate a large segment but do not demonstrate an understanding of market direction. The Chinese company has used its international offering to enter other markets in Asia, the Middle East, Latin America and Africa in recent years. Huawei Cloud is focused on enhancing its services geared toward application development enablement. From AWS and Microsoft to Oracle and Huawei, CRN breaks down the eight cloud companies that made Gartner’s Magic Quadrant for Strategic Cloud Platform Services report.
The 2022 Customer Service BPO Magic Quadrant Visionaries
China’s largest cloud company enables Chinese enterprises to get a global footprint using Alibaba’s international cloud infrastructure. However, Gartner said while Alibaba Cloud offers a richer set of capabilities than its competitors in China, not all these services are available internationally. In late 2023, parent company Alibaba Group scrapped its plan to spin off Alibaba Cloud into a new independent company. Microsoft Azure is strong in all cloud use cases, Gartner says, but is particularly well-suited for Microsoft-centric organizations with a hybrid cloud strategy.
Gartner applauds this capability alongside its support to clients who wish to deploy AI-enabled self-service. Employers and thought leaders around the world are embracing ADP’s proven, innovative approach to Payroll Outsourcing. The most recent recognition of our leadership in this area comes from ADP being named a Leader in Gartner’s “Magic Quadrant for Payroll BPO Services”. Continually increasing its AI capabilities – including automation and predictive analytics – the BPO is actively enhancing its customer engagement platform. Gartner highlights this strategy as a fundamental strength of the Conduent offering, alongside its global reach and client retention rates. Investing heavily in analytics and automation, Sutherland often works closely with its clients to accelerate their digital transformation programs.
- Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation.
- Through its creative WOW operating model, Webhelp ensures consistency in client experiences – intensely focusing on areas such as workforce management (WFM), quality assurance (QA), and knowledge management.
- Alibaba Cloud ranks amongst the middle for both execution and vision on Gartner’s Magic Quadrant for Strategic Cloud Platform Services.
- The Redmond, Wash.-based company’s vast global partner channel makes it a logical choice for small to midsize customers worldwide.
Through its TP Cloud Campus, a bespoke work from home (WFH) platform, Teleperformance operates with a remarkable reach and scale. Gartner highlights this as a critical strength that differentiates the outsourcer, alongside its digital innovation and impressive client retention rates. Today more than ever, companies need to get the most out of their people — and human capital management is becoming more important. Paychex provides human capital management software that delivers one of the most comprehensive mobile and cloud-based technology suites for human resources.
A common HR & payroll outsourcing (BPO) mistake – Wrong perception of organisational change
The Redmond, Wash.-based company’s vast global partner channel makes it a logical choice for small to midsize customers worldwide. While maintaining a leading global IaaS and PaaS market share of over 40%, Gartner said AWS has continued to expand in a consistently profitable way. Key growth drivers for the Seattle-based company include database and analytics services, as well as AI and machine learning.
For instance, the Startek Cloud offering enhances agent WFH performance through integrated toolsets. The platform – alongside its LISA solution for social listening and sentiment analysis – achieves adulation from Gartner. Through its creative WOW operating model, Webhelp ensures consistency in client experiences – intensely focusing on areas such as workforce management (WFM), quality assurance (QA), and knowledge management. The forward-thinking model receives praise in the report, as does its sophisticated natural language processing (NLP) platform, which enhances its contact center tools. As such, the company boasts advanced skills in developing and deploying innovations, with Gartner isolating its CCaaS and CEM integrations as a substantial differentiator. The research firm also highlights employee experience and biometrics-fuelled security processes as plus points.
ADP Leads Gartner’s 2016 Magic Quadrant for Payroll BPO Services
Alibaba Cloud ranks amongst the middle for both execution and vision on Gartner’s Magic Quadrant for Strategic Cloud Platform Services. Since 2021, Teleperformance and Alorica have moved further ahead of the pack, now occupying much of the top-right hand space within the leader quadrant. Read the 2023 Gartner® Magic Quadrant™ for Cloud HCM Suites for 1,000+ Employee Enterprises to evaluate cloud HCM suites as part of your HCM strategy, and see why Workday was named a Leader. Make smarter, faster decisions with 360-degree insights surfaced from finance, HR and payroll data – unified in one place. Deepen worker engagement with personalised experiences that empower your people for maximum performance. Our independence as a research firm enables our experts to provide unbiased advice you can trust.
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These eight companies control more than 97 percent of the total infrastructure and cloud platform services market, according to Gartner. As a well-established player within the global BPO space, Cognizant is a thought leader in digital CX design, with international collaboration labs and industry experience hubs. Yet, the research firm cautions that prospective clients should consider whether the BPOs strategy regarding human interactions aligns with their CX vision. According to Gartner, “Leaders” such as ADP, perform well by having a clear vision of the market’s direction and clients’ needs, and by building capabilities and competencies to satisfy clients and sustain their leadership position.
GCP appeals to enterprises with a goal of replacing legacy infrastructure with container-based or serverless alternatives. Organizations do best with GCP when they embrace Google’s approach to cloud architecture and leverage Google’s innovations in big data and AI, Gartner said. However, one noticeable absentee in this year’s results is Concentrix, a leader in the 2021 Magic Quadrant. Unfortunately, Gartner could not access the necessary data and information to evaluate the BPO provider fairly.
Gartner distinguishes “Leaders” as those performing very well today, both with a clear vision of market direction and by actively building capabilities and competencies to sustain their leadership position in the market. The 2016 study analyzed payroll vendors across all regions, employer sizes, and service-delivery models, evaluating their ability to execute and completeness of vision. Today, ADP pays more than 24 million (one in six) U.S. workers and an additional 10 million workers outside the U.S. The company provides flexible services that improve payroll management for employers of small, medium, or large businesses, and manages the time-consuming tasks of online payroll processing and employee payroll tax filing so clients can focus on running their business. About 2.7 million employees across 70,000 ADP clients are using the highly popular ADP Mobile Solutions app to access their payroll, W-2 forms and other HR and benefits information on mobile devices. More than one million employees across more than 42,000 ADP clients are using the highly popular ADP Mobile Solutions app to access their payroll, W-2 forms and other HR and benefits information on mobile devices.
It also possesses an array of digital integration capabilities to tailor its offerings to its customers’ technology infrastructure. Perhaps this is an example of how Sutherland keeps a strong focus on delivering critical business outcomes, for which it earns praise from Gartner. Gartner recognizes this, noting its extensive technology portfolio as a forte, enabling clients https://adprun.net/who-are-adp-s-main-competitors/ to customize CX solutions that enhance assisted and unassisted channel performance. In 2021, Wipro furthered these capabilities – alongside customer journey mapping tools, digital transformation expertise, and cross-industry knowledge – with a series of acquisitions. By revenue and geographical footprint, Teleperformance is the world’s largest customer service BPO.
In order to meet the growing global demand, ADP continues to steadily expand its global payroll footprint across Europe, the Middle East, Africa, Asia Pacific, and the Americas, underscoring ADP’s focus on bringing global clients the benefits of integrated payroll solutions from a provider they trust. Today, ADP pays more than 24 million (one in six) U.S. workers and an additional 12 million workers outside the United States. This Magic Quadrant evaluates the capabilities of 12 key providers of payroll business process outsourcing services located around the globe. Buyers of payroll BPO services should use it to identify and assess those providers that can best support their payroll BPO needs.
