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As the banking BPO industry shifts from arbitrage-first to digital-first model, buyers increasingly seek to understand the digital capabilities of service providers to eliminate/reduce human effort, improve efficiency, and drive better outcomes. While individual digital components…
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Market Vista report provides data and analysis highlighting the key trends and developments in the fast-evolving global offshoring and outsourcing market. Market Vista captures the key developments across outsourcing transaction trends, health of Global In-house Centers…
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The global FAO market witnessed strong growth of 8-10% in 2016, driven primarily by an increase in first-generation outsourcers, inclusion of technology solutions, and scope expansion. Many F&A buyers that have achieved the traditional cost saving…
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Purely product-based differentiation is short term. This, along with margin pressures and the emergence of new players is pushing enterprises to drive innovation in the way they deliver Customer Experience (CX) and contact center services. CX…
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Market Vista report provides data and analysis highlighting the key trends and developments in the fast-evolving global offshoring and outsourcing market. Market Vista captures the key developments across outsourcing transaction trends, health of Global In-house Centers…
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PEAK Matrix® Nov. 01, 2018
Somya Bhadola
Practice DirectorLife and Pensions (L&P) Insurance BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018
The L&P insurance BPO market is currently evolving to assist insurers beyond providing them with only labor arbitrage benefits. Cost reduction – the consistent primary driver of outsourcing – has now become more about leveraging automation… -
The global multi-process FAO market witnessed a robust growth of 9-10% in 2016. The demand for FAO services remained strong from both the traditional markets of North America and Continental Europe, as well as from the…
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The importance of customer experience in a highly competitive market is forcing enterprises to relook at the way they have been running their contact center operations. As technology gains prominence in a digital-first world, it can…
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Everest Group defines Intelligent Document Processing (IDP) as any software product or solution that captures data from documents (e.g., email, text, pdf, and scanned documents), categorizes, and extracts relevant data for further processing using AI technologies…
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The banking BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 17 service providers in the market. These include Capgemini, Cognizant, Concentrix, Conduent, EXL, Firstsource, Genpact, HCL Technologies, Infosys, Intelenet, NIIT Technologies, NTT…
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The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 25+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a comprehensive…
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After a year of stalled investments owing to market uncertainty, healthcare payers restarted investments in areas such as value-based care adoption, care management, utilization & disease management, population health, and consumer experience. On the technology front,…
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The push towards digital transformation becoming a priority for most of the banks has come from the need to find efficient ways to address the existing challenges in the industry, such as cost pressure, eroding top…
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PEAK Matrix® June 29, 2018
Somya Bhadola
Practice DirectorInsurance Third Party Administrator (TPA) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018
The global insurance TPA market is getting more dynamic owing to a number of acquisitions/partnerships and rise of “BPO-heritage TPAs”. On the demand side, owing to unfavourable macroeconomic conditions, tightening regulatory regimes, profitability pressures, and the… -
State of the Market Aug. 11, 2017
Contact Center Outsourcing Annual Report 2017 – Disruption is Here: The End of Contact Centers as We Know Them
With increasing focus on technology adoption and uncertainty in the market due to geopolitical factors, CCO industry grew at a slow rate of ~3% in 2016 to reach US$78-80 billion. The market is witnessing a shift… -
The global CCO market grew at ~3% to reach US$78-80 billion in 2016. The year 2016 continued to witness the move toward digitalization, which has had a profound impact on the buyer requirements. The last 12-18…
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The banking BPO landscape is quite mature, with most clients, especially those in the United States and the United Kingdom, having a high degree of comfort with outsourcing. They are increasingly looking to service providers to…
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State of the Market Nov. 27, 2017
Somya Bhadola
Practice DirectorL&P Insurance BPO: Move or Miss – Innovation, Execution, and Adoption of Digital Insurance
The global L&P insurance BPO market continues to show steady growth. It registered ~7% growth in revenue in 2016, similar to its growth in 2015. In terms of FTEs, the market witnessed deployment strengthened by ~8%.… -
The healthcare Contact Center Outsourcing (CCO) market continued its growth trajectory at 8-10% in 2015-2016, above the market rate of the global CCO market, to reach an overall size of US$7.0-7.5 billion. Over the last two…
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PEAK Matrix® Sep. 22, 2017
Somya Bhadola
Practice DirectorLife and Pensions Insurance BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2017
The global L&P insurance BPO market continues to show steady growth, both in terms of revenue and FTE deployment. The market is witnessing changes and some of the observed trends are – Customers’ expectations are changing…
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