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Showing 67 results

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PEAK Matrix®
March 26, 2021

Manu Aggarwal

Partner

Rhea Nijhawan

Senior Analyst

Aseem Nousher

Senior Analyst

Trust and Safety – Content Moderation Services PEAK Matrix® Assessment 2021

The proliferation of user generated content in digital platforms has raised new concerns regarding safety. There has been a spike in misinformation, hate speech, and violent content in the cyberspace, leading to an increase in government…
State of the Market
Dec. 18, 2020

Manu Aggarwal

Partner

Ankur Verma

Vice President

Abhinav Aggarwal

Practice Director

Priya Sahni

Vice President

Exploring Technology Frontiers to Unlock Superior Value from Operations: Revenue Cycle Management (RCM) Solutions State of the Market Report 2021

The healthcare provider industry has been plagued with numerous issues – care providers have been operating on thin margins due to high claims denials, increasing bad debts, and the higher cost of operations, partially because of…
Provider Compendium
Nov. 20, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2021

Customer Experience Management (CXM) Services in Europe, Middle East, and Africa (EMEA) – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 21 CXM service providers operating in EMEA. It offers a detailed profile…
Provider Compendium
Nov. 27, 2020

Rajesh Ranjan

Managing Partner

Manu Aggarwal

Partner

Priyanka Mitra

Vice President

Aniruddha Kulkarni

Vice President, Business Transformation

Aseem Nousher

Senior Analyst

Marketing BPS Service Provider Compendium 2021

Everest Group’s Marketing BPS Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 14 marketing BPS providers. It offers a detailed profile of each service provider – with a comprehensive picture of its scale…
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®
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®
Aug. 28, 2020

Rajesh Ranjan

Managing Partner

Manu Aggarwal

Partner

Priyanka Mitra

Vice President

Aseem Nousher

Senior Analyst

Marketing BPS Services PEAK Matrix® Assessment 2020

Everest Group defines marketing Business Process Services (BPS) as the implementation of marketing activities – including content management (content production and customization, content marketing through emails, and social media), campaign management (campaign design, campaign support, and…
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…
Thematic Report
Oct. 12, 2020

Yugal Joshi

Partner

Alisha Mittal

Vice President

Abhishek Mundra

Practice Director

AS Yamohiadeen

Vice President

Sangamesh Kadagad

Practice Director

Cloud Management Platform Trailblazers: Top 10 Start-ups Creating Buzz in the Market

Enterprises are embracing cloud services from diverse vendors to get best-in-class services, mitigate risks, and avoid vendor lock-in. This poses a challenge, as every cloud platform is based on its unique, customized architecture, which is not…
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…
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. 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…
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…
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…
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®
May 09, 2019

Vishal Gupta

Partner

Deepthi Mudunooru

Practice Director

Customer Experience (CX) Analytics – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

The contact center outsourcing industry has undergone a transcendental shift. It is no longer concentrating only on reducing cost for the organization, but also on helping them create differentiation in the market. One of the solutions…
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…

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