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  • PEAK Matrix®
    June 12, 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®
    Sep. 13, 2019

    The life sciences industry is plagued by issues such as high time-to-market for drugs and high costs of drug development. Enterprises have prioritized digital technologies in their corporate strategies to optimize processes, reduce costs, and positively…
  • PEAK Matrix®
    March 27, 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®
    Dec. 11, 2019

    Enterprises are increasingly leveraging cloud services in their pursuit of a digital business model, as they seek to align the cloud value proposition with business goals. While early adopters sought efficiency, cloud adoption today is driven…
  • PEAK Matrix®
    June 28, 2019

    The healthcare providers in the United States spend ~US$400 billion every year on administrative services (mainly revenue cycle management). Considering the fact that this spend is the largest in the world – both in absolute as…
  • PEAK Matrix®
    July 09, 2019

    Enterprise cloud suites have witnessed widespread adoption across industries and geographies. Enterprises increasingly recognize the strong correlation between employee experience and customer satisfaction. Changes in workforce and its evolving expectations are, therefore, driving enterprises to opt…
  • Thematic Report
    June 25, 2019

    The healthcare payer BPO service provider profile compendium provides accurate, comprehensive, and fact-based profile snapshots of 27 service providers in the market. Specifically, the report allows for comparison of the service providers on their areas of…
  • Provider Compendium
    June 25, 2019

    The mortgage BPS service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 20 service providers in the market. These include Accenture, Capgemini, Cognizant, Computershare Loan Services, Covius, DXC Technology, Exela Technologies, EXL, Firstsource, Genpact,…
  • PEAK Matrix®
    June 28, 2019

    The rapid pace at which insurers are modernizing their applications estate and the need for it to be agile and modular for meeting the evolving industry/customer dynamics has spurred insurers to build a contextualized IT infrastructure…
  • PEAK Matrix®
    July 12, 2019

    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…
  • State of the Market
    May 31, 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…
  • PEAK Matrix®
    June 28, 2019

    The Banking and Financial Services (BFS) firms are grappling with industry headwinds related to evolving customer expectations, rising regulations and compliance needs, emerging threat of challenger banks and FinTechs, and increasing margin pressures. This has exacerbated…
  • PEAK Matrix®
    April 17, 2019

    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…
  • PEAK Matrix®
    Nov. 29, 2019

    Enterprises aiming to jump on the transformation bandwagon are exploring the latest technologies to provide them competitive advantage and differentiation. In this scenario, Quality Assurance (QA) teams are increasingly taking the lead in ideating on future…
  • State of the Market
    Dec. 28, 2017

    The global FAO market witnessed strong growth of 8-10% in 2016, driven primarily by an increase in first-generation outsourcers, inclusion of technology solutions, and scope expansion. Many F&A buyers that have achieved the traditional cost saving…
  • State of the Market
    Dec. 27, 2017

    The global Multi-Process Human Resource Outsourcing (MPHRO) has been able to consistently maintain an upward growth trajectory, witnessing a CAGR of 6-7% between 2014-2016. The growth has been particularly strong in the emerging markets of Asia…
  • PEAK Matrix®
    Feb. 08, 2019

    Healthcare enterprises have traditionally relied on outsourcing and offshoring to improve their business across multitude of parameters such as reducing costs, improving productivity and efficiency, and gaining access to talent and enhanced business continuity. Now, with…
  • Provider Compendium
    Jan. 31, 2019

    The capital markets BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 23 service providers in the market. Each service provider profile captures a comprehensive picture of that provider’s service suite, scale of…
  • PEAK Matrix®
    Jan. 11, 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…
  • Thematic Report
    Dec. 12, 2018

    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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