I am in the throes of writing a series of research articles in this area and welcome any contributions from people in the Knowledge Process Outsourcing (KPO) industry. If you are a user of KPO services, or an outsourcing vendor providing them, I would like to hear from you.
As companies tackle how to leverage third-party services for activities that require a certain level of customization, we are seeing new and established outsourcing service providers branching into KPO services in areas such as financial, legal, marketing, sales and accounting services. While BPO typifies services that are relatively standardized, KPO represents those that require tailoring to the needs of the customer. The benefits go beyond simple cost-savings and provide resources and skills that many firms simply do not have, or do not wish to employ inhouse full-time. For example, most enterprises today cannot afford a full-time inhouse attorney, so use third-party legal services as and when they need them. But why go to a top-end law firm when you can now get many legal services provided from offshore outsourcers, such as Infosys?