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Showing 26 results
  • Market Insights™
    Feb. 09, 2024

  • Viewpoint
    April 23, 2021

    Banks have been in a constant struggle to increase operational efficiencies, reduce costs, and improve customer satisfaction, while ensuring compliance to stringent regulatory requirements. Over the past few years, banks have embraced Robotic Process Automation (RPA)…
  • Provider Recognition
    Feb. 22, 2021

    As today’s enterprises navigate the complex landscape of next-generation and legacy technologies, a global business footprint, and a complex provider portfolio, the PEAK Matrix Service Provider of the Year Awards help them to identify the best…
  • Provider Recognition
    Feb. 06, 2020

    As today’s enterprises navigate the complex landscape of next-generation and legacy technologies, a global business footprint, and a complex provider portfolio, the PEAK Matrix Service Provider of the Year Awards help them to identify the best…
  • Oct. 03, 2019

    This Virtual Roundtable Discussion Summary is available only to Strategic Outsourcing & Vendor Management members. For information on membership, please contact us. Everest Group regularly organizes virtual sessions in which senior executives from enterprises convene to…
  • Provider Recognition
    Jan. 01, 2019

    What are the PEAK Matrix Service Provider of the Year Awards for IT Services? In 2018, Everest Group published 21 PEAK Matrix™ IT services evaluations featuring 85 service providers across all evaluations. To recognize consistent top…
  • Thematic Report
    Nov. 16, 2018

    India continues to offer an attractive proposition for global companies, given the unique combination of low-cost, scalable English-speaking talent pool, and the breadth & depth of available skills. As the global digital services industry matures, there…
  • Thematic Report
    July 09, 2018

    The contact center market is evolving rapidly with a shift in focus from customer service to customer experience delivery. Omnichannel CX delivery with personalized support, adoption of digital solutions, and developing high-quality talent pool are among…
  • Viewpoint
    April 02, 2018

    Shared services centers have offered organizations a strategic approach to realizing efficiency, while at the same time protecting themselves from economic uncertainty with onshore/offshore models that not only generate cost savings but also spread risks of…
  • Provider Recognition
    Jan. 01, 2018

    What are the PEAK Matrix Service Provider of the Year Awards for IT Services? In 2018, Everest Group published 24 PEAK Matrix IT services evaluations featuring 67 service providers across all evaluations. To recognize consistent top…
  • Thematic Report
    Dec. 15, 2017

    Digital transformation of customer experience has become one of the main strategic objectives of enterprises today. As a result, the Contact Center Outsourcing (CCO) market is set to witness disruptive changes in the range of solutions…
  • Webinar Deck
    Dec. 08, 2017

    Early adopters of Robotic Process Automation (RPA) have been quick to realize benefits; however, as the maturity of their adoption increases, they are beginning to recognize that they need Artificial Intelligence (AI) technology as well. AI,…
  • Viewpoint
    July 07, 2017

    With growing business complexity and a challenging global environment, organizations need a smart and reliable O2C process. Organizations currently face multitude of challenges in their O2C processes, such as incomplete customer data, frequent invoicing disputes, and…
  • Viewpoint
    March 27, 2017

    The world is changing. A prolonged period of slow growth, followed by the shift in economic power from the west to the east, is bringing about one of the biggest economic shifts since the Industrial Revolution,…
  • Provider Recognition
    Jan. 01, 2017

    What are the PEAK Matrix Service Provider of the Year Awards for IT Services? In 2016, Everest Group published 21 PEAK Matrix IT services evaluations featuring 73 service providers across all evaluations. To recognize consistent top…
  • Viewpoint
    Nov. 21, 2016

    Automation is emerging as one of the disruptive forces in the CCO market, which is set to change the operating models of key stakeholders in the industry. The role and scope of contact centers have widened…
  • Viewpoint
    Sep. 30, 2016

    In the continuing search for business process efficiency, Service Delivery Automation (SDA) is truly the next big thing. It not only promises cost savings, but other benefits such as reduced errors, faster operations, and 24x7 coverage.…
  • June 28, 2016

  • Provider Recognition
    Jan. 01, 2016

    What are the PEAK Matrix Service Provider of the Year Awards for IT Services? In 2015, Everest Group published 26 PEAK Matrix IT services evaluations featuring 59 service providers across all evaluations. To recognize consistent top…
  • Thematic Report
    Dec. 03, 2015

    Introduction Service Delivery Automation (SDA) has the potential to offer high value in terms of inorganic reduction in costs and quick implementation. Moreover, this value is realizable at low risk as the system is largely non-invasive…

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