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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…
State of the Market
July 06, 2018

Manu Aggarwal

Partner

Akanksha Pathak

Senior Analyst

Banking BPO Annual Report 2018: Digital Transformation or Digital Washing: Looking Beyond the Hype

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…
PEAK Matrix®
March 29, 2018

Manu Aggarwal

Partner

Robin Jain

Practice Director

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

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…
State of the Market
March 28, 2018

Manu Aggarwal

Partner

Ankur Verma

Vice President

Naman Sharma

Healthcare Provider Market: Addressing Issues Beyond Value-Based Care | What Healthcare Providers Need to do to Address Myriad of Challenges

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…
Provider Compendium
March 06, 2018

Manu Aggarwal

Partner

Arushi Diwan

Senior Manager

Mortgage BPO Service Provider Profile Compendium 2018

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,…
PEAK Matrix®
Nov. 30, 2017

Ankur Verma

Vice President

Manu Aggarwal

Partner

Healthcare Provider BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2017

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…
PEAK Matrix®
Dec. 05, 2017

Manu Aggarwal

Partner

Mortgage BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2017

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…
Provider Compendium
Sep. 28, 2017

Arushi Diwan

Senior Manager

Manu Aggarwal

Partner

Banking BPO Service Provider Profile Compendium 2017

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…
State of the Market
Sep. 08, 2017

Manu Aggarwal

Partner

Banking BPO Annual Report 2017: Disruption Does Not Discriminate – Banks Embracing Digital to Stay Relevant

The banking industry continues to face existing challenges – rising cost pressures, depleting top line, decreasing customer satisfaction, and uncertainty in the geopolitical environment. However, the disruption in technology and its significant adoption by non-banks has…
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®
June 09, 2017

Manu Aggarwal

Partner

Banking BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2017

The banking BPO landscape is becoming increasingly competitive even as enterprises look to service providers as a source of business transformation rather than mere providers of labor arbitrage benefits. RPA continues to grow in importance, with…
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…
Provider Compendium
April 18, 2017

Ankur Verma

Vice President

Arushi Diwan

Senior Manager

Manu Aggarwal

Partner

Naman Sharma

Healthcare Payer BPO – Service Provider Profile Compendium 2017

The healthcare payer BPO service provider profile compendium provides accurate, comprehensive, and fact-based profile snapshots of 20 service providers in the market. Specifically, the report allows for comparison of the service providers on their areas of…
State of the Market
March 31, 2017

Ankur Verma

Vice President

Manu Aggarwal

Partner

Naman Sharma

Healthcare Payer BPO – Annual Report: Value-Based Sourcing Helping Payers Stay Afloat in an Era of Uncertainty

Healthcare payer BPO market grew strongly during 2013-2015, reaching US$9.1 billion (including government business) in 2016. Obamacare contributed to a large extent in this growth story. However, with the election of Donald Trump as the President…
PEAK Matrix®
Feb. 03, 2017

Manu Aggarwal

Partner

Naman Sharma

Healthcare Payer BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2016

As Obamacare continues to bring about changes in the market, healthcare payer market remains in a dynamic state. The impending decision about top payer consolation has added to the uncertainty in the market. Some of the…
Thematic Report
Aug. 31, 2016

Amardeep Modi

Vice President

Ankur Verma

Vice President

Arushi Diwan

Senior Manager

Manu Aggarwal

Partner

Healthcare Payer BPO – Service Provider Profile Compendium

Introduction The healthcare payer BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 19 service providers in the market. Each five-page profile presents a comprehensive picture of a provider’s service suite, scale of…
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…
PEAK Matrix®
Jan. 25, 2016

Amardeep Modi

Vice President

Manu Aggarwal

Partner

Rajesh Ranjan

Managing Partner

Healthcare Payer BPO – Service Provider Landscape with PEAK Matrix™ Assessment

Introduction The healthcare payer market is undergoing a rapid transformation. With ObamaCare taking effect and boosting enrollments, several new payers find themselves overwhelmed while handling an unprecedented surge in volume. Also, as a result of the…
PEAK Matrix®
Feb. 12, 2015

Manu Aggarwal

Partner

Rajesh Ranjan

Managing Partner

Healthcare Payer BPO – State of Market with PEAK Matrix™ Assessment

Introduction The healthcare payer market is undergoing a rapid transformation. With ObamaCare taking effect and boosting enrollments, several new payers find themselves overwhelmed while handling an unprecedented surge in the volumes. Also, as a result of…

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