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BPaaS vs. Content Services & ECM

Colin Graf | Thursday, November 30, 2017

BPaaS vs. Content Services & ECM

Now that Gartner has gotten excited about replacing enterprise content management (ECM) with "content services," what do people mean by business process as a service (BPaaS)? How does BPaaS compare to content services and why should you care?

What Is BPaaS?

Gartner defines BPaaS as the delivery of business process outsourcing (BPO) services that are sourced from the cloud and constructed for multi-tenancy. Services are often automated, and where human interaction is required, there is no overtly dedicated labor pool per client. The pricing models are consumption-based or subscription-based commercial terms. As a cloud service, the BPaaS model is accessed via Internet-based technologies.

In layman's terms, BPaaS is cloud software plus services when not everything can be automated and/or achieved in software, thus requiring human intervention. As such, you pay for both cloud software and the services wrapped around it, as part of a subscription or on a pay-as-you-go basis. When it comes to ECM, BPaaS can be related to document capture, workflow and document management but only if the software is in the cloud and there is a service component behind the scenes (e.g. data entry, exception handling, etc.)

Content Services

By comparison, Gartner defines Content Services as being comprised of applications, platforms and components. Gartner's more in-depth explanation:

"Today's reality is that organizations are living in a multi-repository world. Business buyers want quick wins and actual solutions to business problems now, not platforms that will deliver a compromised solution in 6 months time. This is the role of Content Applications.

"There are technology platforms emerging and, in limited cases available now, that will enable organizations to gain greater control of these multiple content sources. These types of technology will move beyond a 'retrieve and present' approach to an approach where the content is usable and manageable regardless of its source repository. These types of technologies fit into what Gartner defines as Content Services Platforms and Components (Note, this category covers more than just federation technology, more details in the note above)."

What "content services" leaves out is any human interaction.


While this acronym may never get off the ground, MetaSource and our OpenText reseller partners are increasingly providing it in the form of cloud capture, workflow and document management software with a variety of business process outsourcing services (BPO) that are often provided in a behind-the-scenes basis, from document indexing to mortgage QC and auditing to call center services.

Whatever you call it, just make sure you call us at (888) 634-7684 to offload your document processing headaches.

Contact us to learn more about MetaSource BPaaS, BPO, ECM, or any other acronym


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