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All Reports Events Blogs Videos

Showing 184 results

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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…
PEAK Matrix®
Nov. 09, 2017

Rajesh Ranjan

Managing Partner

Finance & Accounting Outsourcing (FAO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

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…
PEAK Matrix®
Nov. 20, 2018

CJ Sengupta

Managing Partner

Yugal Joshi

Partner

Ashwin Venkatesan

Vice President

Mukesh Ranjan

Vice President

Cloud Enablement Services PEAK Matrix™ Assessment 2019 and Market Trends: An Enterprise Primer for Adopting (or Intelligently Ignoring!) Cloud Native

With cloud becoming the bedrock of digital businesses, “cloud native” promises to be the default operating model for future enterprises and is garnering significant enterprise interest. However, the cloud-native concept has somewhat been misunderstood and under-positioned…
PEAK Matrix®
Sep. 28, 2018

Manu Aggarwal

Partner

Robin Jain

Practice Director

Akanksha Pathak

Senior Analyst

Capital Markets BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

The landscape for capital markets BPO is becoming increasingly competitive as service providers continue to evolve their capabilities, expand their footprint, and gain market share. The incorporated elements such as Robotic Process Automation (RPA), blockchain, and…
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®
Nov. 20, 2018

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Pranati Dave

Vice President

Supratim Nandi

Practice Director

Application Services in Capital Markets – Services PEAK Matrix™ Assessment 2019: Data, Cloud, and Platform Investments to Fuel Innovation and Optimize Costs

Global capital markets firms are investing in technology themes such as data, platform, modernization, and experience to offset the challenges faced due to the evolving nature of consumer demands, complexity of regulatory landscape, sluggish growth, and…
PEAK Matrix®
Sep. 28, 2017

Anil Vijayan

Partner

Priyanka Mitra

Vice President

Rajesh Ranjan

Managing Partner

Multi-Process Human Resources Outsourcing (MPHRO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

The MPHRO service provider landscape continues to be dominated by the top five providers - Accenture, ADP, Alight Solutions, IBM, and NGA Human Resources, in terms of market success and delivery capability. However, other players are…
Provider Compendium
July 25, 2017

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Compendium 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…
PEAK Matrix®
Sep. 28, 2018

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Pranati Dave

Vice President

Supratim Nandi

Practice Director

Application Services in Global Banking – Services PEAK Matrix™ Assessment 2018: Spending Picks up as Need for Talent, Transformation, and Time to Market Intensifies

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…
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…
PEAK Matrix®
Aug. 09, 2018

Rajesh Ranjan

Managing Partner

Vignesh Kannan

Vice President

Finance and Accounting Digital Augmentation Suite (F&A DAS) – Service Provider Landscape with Solutions PEAK Matrix™ Assessment 2018

As the FAO industry shifts from arbitrage-first to digital-first model, buyers are increasingly seeking to understand the digital capabilities of service providers to eliminate/reduce human effort, improve efficiency, and drive better outcomes. While individual digital components…
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…
Thematic Report
Aug. 03, 2018

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Pranati Dave

Vice President

Supratim Nandi

Practice Director

Capital Markets ITS Report Card and Growth Outlook 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

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Pranati Dave

Vice President

Supratim Nandi

Practice Director

Banking ITS Report Card and Growth Outlook 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

Manu Aggarwal

Partner

Ankur Verma

Vice President

Naman Sharma

Healthcare Payer BPO Market – Deal Trends Report 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,…
PEAK Matrix®
July 19, 2018

CJ Sengupta

Managing Partner

Yugal Joshi

Partner

Ashwin Venkatesan

Vice President

Mukesh Ranjan

Vice President

IT Infrastructure Services Automation – Market Trends and Services PEAK Matrix™ Assessment 2018: Become AI Aware or Fall Behind

IT infrastructure services automation is one of the top priorities of enterprises and service providers alike. However, most enterprises are yet to derive commensurate benefits from their automation investments and lack a long-term transformational roadmap. As…
Thematic Report
Aug. 03, 2018

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Supratim Nandi

Practice Director

Pranati Dave

Vice President

Insurance ITS Report Card and Growth Outlook 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…
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…
PEAK Matrix®
June 30, 2017

Aaditya Jain

Partner

Archit Mishra

Senior Analyst

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

IT Outsourcing in Global Banking – Service Provider Landscape with PEAK Matrix™ Assessment 2017 and Profiles Compendium

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 30, 2017

Aaditya Jain

Partner

Archit Mishra

Senior Analyst

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

IT Outsourcing in Global Capital Markets – Service Provider Landscape with PEAK Matrix™ Assessment 2017 and Profiles Compendium

Uncertainty in the geopolitical and macroeconomic environment, changing regulatory landscape, sluggish growth, and threat from next-generation financial technology firms (FinTech’s) revolutionizing customer experience and offering differentiated services are the key challenges being faced by capital markets…

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