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PEAK Matrix®
Sep. 29, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Customer Experience Management (CXM) – Service Provider Landscape in EMEA with Services PEAK Matrix® Assessment 2020

The Customer Experience Management (CXM) market in Europe, Middle East, and Africa (EMEA) has experienced steady growth over the last few years, driven by increasing adoption of digital services and emerging verticals and countries. While economic…
Provider Compendium
Sep. 17, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Customer Experience Management (CXM) – Service Provider Compendium 2020

The Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 34 CXM service providers. In it, we present the providers’ scale of operations, technology solutions, and delivery locations, along with…
Provider Compendium
June 07, 2021

Anil Vijayan

Partner

Ashwin Gopakumar

Practice Director

Samikshya Meher

Practice Director

Utkarsh Shahdeo

Senior Analyst

Intelligent Document Processing (IDP) – Technology Vendor Profile Compendium 2021

Everest Group defines Intelligent Document Processing (IDP) as a process that leverages a software product or solution to capture data from documents (e.g., emails, text, PDFs, and scanned documents), categorize it, and extract relevant data for…
PEAK Matrix®
June 28, 2019

Shirley Hung

Partner

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

The CXM space is witnessing rapid shift to digitally driven CX, fueled by changing buyer demands. These changes are driving service providers to invest in digital capabilities across the board, instead of focusing on selective capabilities.…
PEAK Matrix®
June 29, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

The economic uncertainty created by COVID-19 has increased the focus on digital Customer Experience (CX) for enterprises in a scenario where they look to enhance customer experience and contain costs. Many service providers are experiencing a…
Provider Compendium
May 01, 2020

Anil Vijayan

Partner

Ashwin Gopakumar

Practice Director

Samikshya Meher

Practice Director

Utkarsh Shahdeo

Senior Analyst

Intelligent Document Processing (IDP) – Technology Vendor Profile Compendium 2020

Everest Group defines Intelligent Document Processing (IDP) as a process that leverages a software product or solution to capture data from documents (e.g., emails, text, PDFs, and scanned documents), categorize it, and extract relevant data for…
State of the Market
Sep. 30, 2019

Shirley Hung

Partner

Sharang Sharma

Vice President

Customer Experience Management (CXM) Annual Report 2019: Delivering Next-generation Contact Center Services

The Customer Experience Management (CXM) industry is witnessing significant disruption in service delivery, as buyers are increasing their focus on digital solutions to reduce costs, optimize operations, and improve Customer Experience (CX). While traditional contact centers…
Provider Compendium
Aug. 17, 2018

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Compendium 2018

The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 30+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a comprehensive…
State of the Market
Sep. 14, 2018

Sharang Sharma

Vice President

Contact Center Outsourcing Annual Report 2018: Transforming Customer Experience Through a Digital-First Approach

Contact centers are transforming to adopt a digital-first approach, as many enterprises regard CX improvement as one of their top strategic priorities. This has fundamentally transformed the CCO market, as enterprises increasingly look for service providers…
PEAK Matrix®
March 27, 2020

Anil Vijayan

Partner

Ashwin Gopakumar

Practice Director

Samikshya Meher

Practice Director

Utkarsh Shahdeo

Senior Analyst

Intelligent Document Processing (IDP) – Technology Vendor Landscape with Products PEAK Matrix® Assessment 2020

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®
June 12, 2018

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

The global CCO market picked up pace and grew at ~4% to reach US$81-83 billion in 2017. While many of the service providers have exhibited strong growth on the back of various acquisitions made in the…
Thematic Report
Dec. 12, 2018

Sharang Sharma

Vice President

Redefining Innovation in CXM: Buyers’ Perspective

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

Sharang Sharma

Vice President

Decoding Digital Customer Experience Management

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…
PEAK Matrix®
March 25, 2019

Anil Vijayan

Partner

Intelligent Document Processing (IDP) – Technology Vendor Landscape with Products PEAK Matrix™ Assessment 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…
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…
PEAK Matrix®
June 27, 2017

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 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…
Provider Compendium
Aug. 27, 2016

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Compendium 2016

Introduction 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…
PEAK Matrix®
May 31, 2016

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2016

Introduction The world of contact center outsourcing (CCO) continues to be a hotbed of activity as service providers respond to the pressures of a changing value proposition. Most of the investments made by CCO service providers…
PEAK Matrix®
Aug. 19, 2015

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2015

Background of the study The global CCO market grew at ~5% in 2014 to reach US$70-75 billion, with deal activity on a steady growth path in the last four to five years. The year 2014 witnessed…

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Customer Experience Management (CXM) – Service Provider Landscape in EMEA with Services PEAK Matrix® Assessment 2020

Customer Experience Management (CXM) – Service Provider Compendium 2020

Intelligent Document Processing (IDP) – Technology Vendor Profile Compendium 2021

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

Intelligent Document Processing (IDP) – Technology Vendor Profile Compendium 2020

Customer Experience Management (CXM) Annual Report 2019: Delivering Next-generation Contact Center Services

Contact Center Outsourcing (CCO) – Service Provider Compendium 2018

Contact Center Outsourcing Annual Report 2018: Transforming Customer Experience Through a Digital-First Approach

Intelligent Document Processing (IDP) – Technology Vendor Landscape with Products PEAK Matrix® Assessment 2020

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

Redefining Innovation in CXM: Buyers’ Perspective

Decoding Digital Customer Experience Management

Intelligent Document Processing (IDP) – Technology Vendor Landscape with Products PEAK Matrix™ Assessment 2019

Contact Center Outsourcing Annual Report 2017 – Disruption is Here: The End of Contact Centers as We Know Them

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

Contact Center Outsourcing (CCO) – Service Provider Compendium 2016

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2016

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2015

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