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The nature of the global services industry is shifting as the market matures, and new and disruptive technologies are introduced Visit the report page

Following the conclusion of Everest Group’s inaugural Engage 2024, an event in which attendees left feeling energized and equipped with practical insights and actionable strategies, there is now more to come!  The event, which offered a deep dive into the […]

Automation will continue to disrupt the traditional IT infrastructure outsourcing models and shift the industry to a new infrastructure-as-code paradigm Visit the report page

Click image to enlarge Anti-incumbency high in IT infrastructure services deals Click here to download the pdf version of this infographic

Click image to enlarge The increased adoption of automation in CCO enables service providers to achieve balance cost and customer satisfaction Visit the report page

As enterprises shift their focus from pure cost savings to improved customer service, the CCO delivery mix has been shifted to a balanced onshore/offshore model Visit the report page

Changes in end-customer preferences are driving changes in the CCO value proposition around delivery process excellence, building digital capabilities, and enhancing business value/outcomes. Visit the report page

Growth of the non-voice channel, portfolio consolidation, and increased automation are slowing contact center outsourcing market growth Visit the report page