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  • Blog
    July 27, 2026

    As India becomes more deeply embedded in global delivery portfolios, the boardroom discussions are shifting beyond its attractiveness as a scaled delivery location to the governance implications of relying heavily on a single market. Critical technology programs, business process services, cybersecurity operations, analytics, product…
  • Blog
    July 08, 2026

    Customer service technology has usually been priced around seats, interactions, or platform use. Salesforce began challenging that model with Agentforce, which launched with pricing starting at US$2 per conversation. With Agentforce Help Agent, Salesforce is extending that approach…
  • Blog
    July 08, 2026

    Artificial Intelligence (AI) is having its moment. After years of cautious skepticism, pilot-stage overhang, and boardroom debates, the conversation has moved beyond experimentation. Enterprises are no longer asking whether to deploy agents, they are now asking how fast they can scale them across their entire workflow estate. However, speed comes at a price and almost nobody is doing the math.   The warning signs…
  • Thematic Report
    June 19, 2026

    The Middle East and North Africa (MENA) region is steadily emerging as an important node in the global services delivery landscape, supported by untapped talent potential, strong regional demand, and lower competitive intensity than established delivery…
  • Viewpoint
    June 18, 2026

    Regulatory scrutiny surrounding offshore call-center operations serving US consumers is moving beyond periodic legislative debate to a more immediate policy issue. While the Keep Call Centers in America Act of 2025 has seen limited legislative progress,…
  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • State of the Market
    June 15, 2026

    This report, titled Risk Watch 2026: Navigating a World of Wars, Walls, and Watch-items, is the latest edition of Everest Group’s flagship Locations State of the Market report for global services leaders. The report examines how…
  • Location Spotlight
    June 10, 2026

    Everest Group’s Location Spotlight reports assess established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of the competition in understanding key market…
  • Market Insights™
    June 08, 2026

  • Webinar
    June 08, 2026

    CRM strategies are being reconsidered, but are you ready?  Many companies are finding that their CRM strategy no longer reflects how customer engagement and service delivery actually happen across the business. Sales, marketing, and service teams are increasingly working across disconnected systems, while AI copilots and autonomous agents are reshaping how customer…
  • Tech Provider Spotlight
    May 25, 2026

    Voice remains a critical channel for Customer Experience Management (CXM), particularly for high-volume, urgent, complex, or sensitive interactions. However, traditional voice operations continue to face challenges such as demand volatility, long wait times, fragmented systems, inconsistent…
  • Viewpoint
    May 20, 2026

    Enterprises are seeking to improve customer outcomes while managing cost-to-serve, fragmented processes, and rising service complexities. Agentic AI addresses these challenges by enabling autonomous workflow execution within the contact center, with the ability to interpret context,…
  • Market Insights™
    May 19, 2026

  • Location Spotlight
    May 18, 2026

    Everest Group’s Location Spotlight reports assess established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of the competition in understanding key market…
  • Webinar
    May 15, 2026

    AI investment in CX is surging. Real impact is not. Rising expectations, tighter budgets, and an increasingly tangled vendor landscape are forcing a shift toward agentic AI and new ownership models. Yet most organizations remain stuck…
  • Blog
    May 05, 2026

    Modern contact centers do not have a data problem, rather they have a decision-speed problem. Critical operational data is abundant, but answers still move through dashboards, analysts, and disconnected tools, often too slowly. As contact center…
  • Blog
    May 05, 2026

    Amazon Connect has never really struggled with capability. It has consistently been strong on scalability, flexibility, and deep integration within the Amazon Web Services (AWS) ecosystem. If you needed a cloud-native contact center platform that could…

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