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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.)

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