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  • State of the Market
    May 31, 2019

    The mortgage industry is going through an upheaval, with non-banks taking the lead from traditional banks and the origination volumes eroding. With non-banks becoming leaders in the market, the emphasis on providing a holistic customer experience…
  • PEAK Matrix®
    April 17, 2019

    With multiple M&As and partnerships being announced, healthcare payers have had a busy last couple of years. Quest for consolidation across the value chain has led payers to merge with PBMs, acquire providers (physician practices, home…
  • PEAK Matrix®
    Jan. 11, 2019

    Mortgage BPO stands out as one of the largest submarkets within banking BPO. As regulatory bodies continue to increase their oversight on mortgage activities of banks, the role played by BPO has been gaining greater significance…
  • Thematic Report
    Dec. 12, 2018

    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…
  • Thematic Report
    Sep. 28, 2018

    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…
  • Provider Compendium
    July 25, 2017

    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…
  • Thematic Report
    Aug. 30, 2018

    The Global Sourcing Adoption Trends reports are new additions to our flagship Market Vista™ offering. These are unique reports that cover enterprise-specific view of global sourcing adoption and maturity, specific to key sectors. This document is…
  • PEAK Matrix®
    March 25, 2019

    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…
  • PEAK Matrix®
    Aug. 07, 2018

    With products becoming increasingly intelligent and inter-connected, global product organizations are compelled to reimagine their traditional quality assurance practices. Increasing digitization and proliferation of new business models are giving way to intelligent quality engineering and digital…
  • State of the Market
    Aug. 11, 2017

    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…
  • Provider Compendium
    Aug. 10, 2018

    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…
  • Thematic Report
    Aug. 03, 2018

    This report analyzes 600+ active capital markets IT services contracts to comment on the market size, growth, and demand characteristics for this market. The demand trends across lines of business, geographies, digital themes, and application services…
  • Thematic Report
    Aug. 03, 2018

    The pace of technology disruption, changing consumer preferences, and the need for banks to come up with new business models are disrupting the current banking landscape. Banks are moving away from being perceived as a physical…
  • Thematic Report
    June 29, 2018

    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,…
  • Thematic Report
    Aug. 03, 2018

    The insurance IT services market is pivoting from a labor-arbitrage model to a value-based, digital-first model. Insurers are reimagining their businesses by building a digital-enabled core to provide superior experiences to their customers and deliver sustainable…
  • State of the Market
    July 06, 2018

    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…
  • PEAK Matrix®
    June 27, 2017

    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…
  • PEAK Matrix®
    June 30, 2017

    The banking industry is undergoing transition, triggered by rapidly-changing customer demands, challenging operating environment, and disruption in technologies. Banking in the future will no longer be dependent on branches and will be ubiquitous through multiple digital…
  • PEAK Matrix®
    June 28, 2018

    As insurers are embarking on their digital transformation journey, core modernization has become a key requisite to enable their digital strategy. Insurers are looking at third-party consulting and System Integration (SI) partners to help them simplify…
  • State of the Market
    June 18, 2018

    Enterprises have always been challenged by the burden of legacy systems, which hinders their ability to become digital. The situation is exacerbated by enterprises’ disregard for and the neglect of their software architectures, which form the…

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