Points of View

The move toward platforms and away from functionality is radically changing the game for the IT and BPO services providers, which have feasted on complexity for decades. IT services firms have relied on complex apps that require constant workarounds and human intervention, while BPOs have grown up on processing work that couldn’t be standardized within an ERP suite. The recent Salesforce acquisition of integration firm MuleSoft is a further move in this trend that enterprise clients want greater simplicity and less need for constant human intervention from their software investments.