The PricePoint Q3 2020 report identifies and analyzes pricing trends for ITO and BPO deals through a comprehensive analysis of key demand- and supply-side and macroeconomic factors that impact pricing in India and the US. Additionally, the report includes insights on contemporary outsourcing trends driven by market developments. Scope Industries: IT and BPO Geographies: India and US Contents This report contains an in-depth analysis of the drivers that impact ITO and BPO services pricing in India and the US, including: Buy-side drivers, such as deal size, deal volume, value mix, and new deal renewal mix Supply-side drivers, such as resource utilization, support costs, and service provider financial performance Macroeconomic factors, such as operating cost inflation and foreign exchange rates This report also assesses the cumulative impact of these drivers on pricing in Q2 2020 and provides the outlook for Q3 2020. Our featured research includes an assessment of: Guidance on Managed Risk and Compliance support Pricing FTE sizing Offshore/Onshore mix across different environment sizes Prerequisites in Content Moderation services Comparison of various resiliency aspects in standard and stringent environments Additional infrastructure and technology requirements in content moderations services as compared with customer support services Membership(s) PricePoint™ Sourcing and Vendor Management

This Factbook and Primer is available only to Outsourcing Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving rapidly, a reality that is reflected in the shift in priorities from cost arbitrage to automation. The third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Factbook and Primer research provide a holistic and integrated view of leading service providers to aid strategic decision making for both service providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading service providers across multiple dimensions. Scope Factbook and Primer provides an ideal knowledge base for enterprises to study service providers as well as market evolution. These reports will provide readers with: Detailed research on leading service providers and a fact-based analysis on the genesis of their establishment, drivers for growth, as well as the decision-making approach Service providers’ history, their evolution, culture, strategy, performance, and outlook Evaluation of service provider’s performance against peers across various spend categories Contents In this research, we analyze the leading service providers across the following parameters: Executive Summary: summary of the service provider’s history, performance, and strategy over the years Information Technology Services (ITS) and Business Process Services (BPS) Snapshot: view of the service provider's performance across Everest Group PEAK Matrix® reports in the ITS and BPS domain Company overview: overview of the service provider’s evolution covering its establishment, financial performance, acquisitions, talent management, and delivery presence Portfolio mix: details of service provider’s revenue performance across various parameters including revenue mix by services and geography Deep-dive into ITS and BPS Segments featuring in Everest Group PEAK Matrix® reports: details of service provider’s performance and business plans to achieve its goals and sustain position in the industry Priority focus and investment areas: assessment of focus areas for the company to grow its business further Investment in digital services: details of service provider’s investment in the digital services to remain competitive in the industry Appendix: covers service provider’s history of developments across various parameters Source In addition to leveraging our research expertise of over 25 years, the factbook and primers are based on the following sources of information: PEAK Matrix® reports PEAK Matrix® compendium reports Proprietary databases Company filings

The PricePoint™ Q2 2020 report identifies and analyzes pricing trends for ITO and BPO deals through a comprehensive analysis of key demand- and supply-side and macroeconomic factors that impact pricing in India and the US. Additionally, the report includes insights on contemporary outsourcing trends driven by market developments. Scope Industries: IT and BPO Geographies: India and US Contents This report contains an in-depth analysis of the drivers that impact ITO and BPO services pricing in India and the US, including: Buy-side drivers, such as deal size, deal volume, value mix, and new deal renewal mix Supply-side drivers, such as resource utilization, support costs, and service provider financial performance Macroeconomic factors, such as operating cost inflation and foreign exchange rates This report also assesses the cumulative impact of these drivers on pricing in Q2 2020 and provides the outlook for Q3 2020. Our featured research includes an assessment of: Automation potential across activities Degree of FTE reduction across activities Degree of market adoption Automation use cases across each activity Impact of an organization’s existing operating environment on automation potential for Record-to-Report (R2R) services Membership(s) PricePoint™ Sourcing and Vendor Management

The PricePoint™ Q1 2020 report identifies and analyzes pricing trends for ITO and BPO deals through a comprehensive analysis of key demand- and supply-side and macroeconomic factors that impact pricing in India and the US. Additionally, the report includes insights on contemporary outsourcing trends driven by key market developments Scope Industries: IT and BPO Geographies: India and US Contents This report contains an in-depth analysis of the drivers that impact ITO and BPO services pricing in India and the US, including: Buy-side drivers, such as deal size, deal volume, value mix, and new deal renewal mix Supply-side drivers, such as resource utilization, support costs, and service provider financial performance Macroeconomic factors, such as operating cost inflation and foreign exchange rates This report also assesses the cumulative impact of these drivers on pricing in Q1 2020 and provides an outlook for Q2 2020. Our featured research includes an assessment of: Market analysis of different levels of autonomous cars Components of autonomous cars Estimation of raw data generated per car per day High-level architecture for autonomous cars leveraging Hadoop and deep Learning Pricing analysis across different scenarios Membership(s) PricePoint™

Our life sciences Global Sourcing Adoption Trends report provides fact-based data and analysis on key trends and developments in global outsourcing for the life sciences industry. The report captures key developments across offshore locations leveraged for service delivery, offshore penetration and sourcing mix, global sourcing maturity, and adoption of digital services in the life sciences industry. Additionally, it presents upcoming opportunities, implications, and challenges for service providers and enterprises in the next normal. Scope Industry: life sciences Geography: global Contents In this report, we present: Key trends for global sourcing in the life sciences industry Leading offshore locations leveraged for service delivery Offshore penetration and sourcing mix across key functions – including life sciences operations, IT-ADM and infrastructure, corporate functions (F&A, HR, and procurement), and digital services such as analytics, automation, Artificial Intelligence (AI) / Machine Learning (ML) / cognitive, cloud, Internet of Things (IoT), and blockchain Global sourcing maturity across key functions – life sciences operations, IT services (ADM and infrastructure), corporate functions, and digital functions Adoption of digital services (analytics, automation, AI/ML/cognitive, cloud, IoT, and blockchain) in life sciences Next normal opportunities, implications, and challenges Membership(s) Market Vista™

PricePoint reports identify pricing trends for ITO and BPO deals through a comprehensive analysis of key demand-side, supply-side, and macroeconomic factors that impact pricing. Additionally, the reports include insights on contemporary outsourcing trends driven by key market developments. Scope PricePoint Q4 2019 features: An assessment of pricing drivers in ITO and BPO, including: Buy-side dynamics Supply-side dynamics: Key macroeconomic factors: Overall impact of the drivers on pricing in Q4 2019: Pricing outlook for Q1 2020: Featured research: Guidance on Service Integration and Management (SIAM) services: Contents This report contains in-depth analysis of the drivers that impact ITO and BPO services pricing in India and the US, including: Buy-side drivers, such as deal size, deal volume, value mix, and new deal renewal mix Supply-side drivers, such as resource utilization, support costs, and service provider financial performance Macroeconomic factors, such as operating cost inflation and foreign exchange rates This report also assesses the cumulative impact of these drivers on pricing in Q4 2019 and provides the outlook for Q1 2020. The featured research includes an assessment of: SIAM outsourcability Types of service integrator roles and the factors impacting the effectiveness of such roles SIAM implementation stages and activities SIAM as an overall percentage of deal TCV Membership(s) PricePoint™

This Snapshot is available only to Strategic Outsourcing & Vendor Management members. For information on membership, please contact us The global services market is highly dynamic and evolving rapidly, a reality that is reflected in the shift in priorities from cost arbitrage to automation. Third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Service Provider Snapshots provide a holistic and integrated view of leading service providers to aid strategic decision making for both service providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading service providers across multiple dimensions. Contents: In this research, we analyze leading service providers across the following parameters: Overview: A snapshot of the service provider’s financial performance, industry presence, geographic spread, function focus, and key industry clients Business Process Services (BPS) snapshot: view of the service provider's performance across Everest Group PEAK Matrix® reports in the BPS domain Information Technology Services (ITS) snapshot: view of the service provider's performance across Everest Group PEAK Matrix® reports in the ITS domain Delivery footprint and headcount: graphical representation of the service provider’s delivery presence and headcount across the globe Mergers & Acquisitions (M&A): details of the service provider’s M&A activities in the last year Key public announcements: a summary of important public announcements in the last year Sources: In addition to leveraging our research expertise of over 25 years, the service provider snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings

The Global Sourcing Adoption Trends reports are new additions to our flagship Market Vista™ offering. These are unique reports that cover enterprise-specific view of global sourcing adoption and maturity, specific to key sectors. This document is the fifth in our series of such enterprise-specific reports and is focused on healthcare market. The report reflects the benchmarks and trends specific to all the leading North America- and Europe-based healthcare markets majors as well as leading service providers in this sector. This report will be useful for healthcare firms, their GICs, as well as service providers as part of ongoing initiatives to assess sector-specific benchmarks and insights. SCOPE AND REPORT CONTENTS Key drivers of global sourcing adoption in healthcare markets Global sourcing maturity across key functions – these include healthcare provider and payer operations, IT-ADM & infrastructure, corporate functions (F&A, risk & compliance, and HR), and digital services (analytics, mobility, automation, social, cloud, cybersecurity, and augmented reality/ visual reality) Offshore penetration and sourcing mix across key functions – healthcare provider and payer operations, IT services (ADM and infrastructure), corporate functions, and digital functions Adoption of digital services (automation, analytics, cloud, blockchain, and AR / VR) in healthcare Leading offshore locations leveraged for service delivery Key trends for global sourcing in healthcare industry Membership(s) Market Vista™

As the L&P insurance industry reaps increasing investments returns and premium growth, insurers that aim to accelerate their growth are looking at prudent allocation of resources in strategic investments. Such investments, whether in skilled people, digital technologies, or rewarding acquisitions, are aimed at aligning business portfolios and operations with attractive customer segments and differentiating by delivering superior service in those segments. To achieve this differentiation, insurers are adopting a two-pronged approach: Minimizing the burden of existing legacy infrastructure, disintegrated operations, and non-strategic closed books Investing in achieving system flexibility to enable product/distribution innovation and rapid speed-to-market in existing or new geographies To successfully support these initiatives, insurers are partnering with BPO/TPA service providers via different engagement models, ranging from traditional BPO services to end-to-end platform-led TPA services. The deals being signed in the market reflect this evolution in buyer-service provider relationship, with larger engagement sizes, higher leverage of modern policy administration platform outcomes-driven partnerships, and increasing adoption of digital and associated consulting solutions. Both large and small buyers are actively contributing to increasing adoption of such engagements. From a geography standpoint, North America and Asia Pacific are high growth markets with flourishing scope of partnerships for active blocks support in addition to closed blocks. In terms of product lines, while life insurance blocks have been dominant outsourced, annuities/pensions – which is characterized by increasing regulatory burdens and the need to educate/retain customers – is experiencing higher growth. Scope and methodology Proprietary database of 320+ L&P insurance BPO contracts (updated annually) Coverage of 20+ L&P insurance BPO service providers, including Accenture, Capgemini, Capita, Cognizant, Concentrix, DXC Technology, EXL, Genpact, Infosys, Intelenet (now acquired by Teleperformance), NIIT Technologies, NTT DATA, SE2, Syntel, TCS, Tech Mahindra, and WNS Membership(s) Insurance - Business Process Outsourcing (BPO)