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Banking BPS market is quite mature, as clients have high confidence in service providers, especially in markets such as the United States and the United Kingdom. Europe and the emerging geographies such as Asia Pacific, as…
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State of the Market May 31, 2019
Mortgage BPO Annual Report 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… -
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…
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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…
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PEAK Matrix® Jan. 11, 2019
Mortgage BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 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… -
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…
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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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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…
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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…
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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…
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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,…
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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…
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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… -
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…
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The banking BPO landscape is quite mature, with most clients, especially those in the United States and the United Kingdom, having a high degree of comfort with outsourcing. They are increasingly looking to service providers to…
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A majority of the healthcare providers in the United States suffered financial decline in 2017. Shift towards value-based care system is one of the key factors affecting health of hospitals; however, health networks' pain points vary…
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The mortgage BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 12 service providers in the market. These include Accenture, , Cognizant, Mphasis-Digital Risk, Firstsource, Genpact, HCL, Infosys, Intelenet, Sutherland Global Services, TCS,…
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Rising administrative cost is putting significant pressure on the profitability of healthcare providers. Additionally, the entire healthcare provider industry is also facing headwinds from market shift towards value-based payment models. Both these megatrends have multifold impact…
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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 of BPO has been gaining greater significance in…
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The banking BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 17 service providers in the market. These include Capgemini, CGI, Cognizant, Concentrix, Conduent, DXC, EXL, Firstsource, Genpact, HCL, Infosys, Intelenet, Sutherland Global…
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