Intelligent Document Processing (IDP) is any software product or solution that uses AI technologies to capture, categorize, and extract data from various document types for further processing. This typically non-invasive solution can be integrated with internal applications, systems, and other automation platforms. IDP technology providers are increasingly offering low-code/no-code capabilities to enable citizen developers to build document intake and processing workflows. Providers are also integrating IDP with Large Language Models (LLMs) to improve extraction accuracy and enable users to interact with documents via natural language prompts. IDP adoption helps enterprises save costs and improve workforce productivity and employee and customer experiences. In this report, we examine the IDP market, including buyers, software providers, and third-party enablers (providers and system integrators). The report also analyzes market size and adoption trends, buyer satisfaction, product capabilities and trends, solution characteristics, provider landscape, IDP adoption challenges, and outlook for 2024-25. It also offers insights into the banking- and insurance-specific IDP market, covering key use cases, capabilities, and trends. Scope All industries and geographies The report prioritizes IDP and banking- and insurance-specific IDP solutions sold on license, regardless of any ongoing business or IT process outsourcing or managed services This assessment is based on Everest Group’s annual RFI process for the calendar year 2023-24, interactions with leading IDP buyers and providers, client reference checks, and an ongoing analysis of the IDP market Contents In this report, we: Examine the IDP market outlook for 2024-25, market size, and adoption trends Analyze the IDP provider landscape and buyer expectations Assess IDP product capabilities, trends, and solution characteristics Study banking- and insurance-specific document processing Identify challenges and best practices for IDP adoption Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Intelligent Document Processing (IDP) products play a vital role in enterprises’ automation technologies portfolios. IDP leverages AI technologies such as Optical Character Recognition (OCR), computer vision, Natural Language Processing (NLP), machine/deep learning, and generative AI and LLMs to classify and extract information from structured, semi-structured, and unstructured documents. This solution typically integrates with internal applications, systems, and other automation platforms, offering a non-invasive approach. Continuous advances in IDP products result in ongoing improvements in capabilities, features, and functionalities. The demand for specialized processing solutions within banking and insurance is escalating due to the document-heavy processes inherent in these sectors and their substantial presence in the broader IDP market. Due to the highly regulated nature of banking and insurance, it is imperative for enterprises in these industries to carefully select a reliable and compliant IDP technology provider to successfully implement IDP. This compendium provides accurate, comprehensive, and fact-based snapshots of 26 leading IDP technology providers’ (including 10 leading banking-specific IDP technology providers and 10 leading insurance-specific IDP technology providers) offerings and capabilities. Each profile includes the provider’s company overview, recent deals and announcements, market adoption and client portfolio mix, product overview and partnerships, product features, and functionalities. Scope All industries and geographies The report examines IDP solutions that are sold on license, regardless of any ongoing business or IT process outsourcing or managed services The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading IDP technology providers, client reference checks, and an ongoing analysis of the IDP market Contents This report features 26 leading IDP technology provider (including 10 leading banking-specific IDP technology providers and 10 leading insurance-specific IDP technology providers), each of which includes: Company overview Recent deals and announcements Market adoption Client portfolio mix Partnerships Product overview Product features and functionalities Membership(s) Service Optimization Technologies (SOT) Outsourcing Excellence

Intelligent Document Processing (IDP) products continue to play a vital role in enterprises’ automation technology portfolios. IDP uses AI technologies such as Optical Character Recognition (OCR), computer vision, Natural Language Processing (NLP), and machine/deep learning to classify and extract information from structured, semi-structured, and unstructured documents. Advances in generative AI are driving providers to ramp up their IDP capabilities. The banking and insurance industries have exhibited strong demand for specialized processing capabilities, driven by numerous document-intensive processes and their significant market presence within the overall IDP market. This demand is further propelled by the advanced capabilities, features, and functionalities offered by IDP products. Given the highly regulated nature of these industries, enterprises must collaborate with suitable IDP technology providers to successfully implement IDP. In this report, we assess 26 leading technology providers and position them on Everest Group’s IDP PEAK Matrix® as Leaders, Major Contenders, Aspirants, and Star Performers based on their capabilities and offerings. Additionally, the report assesses 10 leading IDP providers (positioning them on Everest Group’s Banking-specific IDP Products PEAK Matrix®) and 10 leading IDP providers (positioning them on Everest Group’s Insurance-specific IDP Products PEAK Matrix®). The research will help buyers select the right-fit technology providers for their needs, while technology providers will be able to benchmark themselves against each other. Scope All industries and geographies The report focuses on IDP solutions sold on license, regardless of any ongoing business or IT process outsourcing or managed services The report includes leading technology providers in the overall IDP market and providers that focus on banking and insurance-specific IDP market Contents In this report, we: Position top IDP technology providers and those specializing in banking and insurance-specific processes on Everest Group’s PEAK Matrix®, categorizing them as Leaders, Major Contenders, Aspirants, and Star Performers Analyze the technology provider market’s competitive landscape Discuss providers’ key strengths and limitations Membership(s) Service Optimization Technologies (SOT) Outsourcing Excellence

In recent years, contact centers have transformed into strategic assets vital for high customer engagement. They foster relationships across diverse communication channels, including traditional calls, chatbots, and social media. Balancing cost-effective superior service with evolving employee expectations, these centers prioritize agent efficiency as their operational bedrock. For contact centers to thrive in a dynamic business landscape, they must invest in three key levers: people, process, and technology. The technology lever is the most essential, as next-generation technologies such as process intelligence, performance analytics, and generative AI enable this transformation. Embracing these technologies also boosts operational efficiency, elevates agent productivity, and enhances the customer experience. Successful transformation requires addressing challenges in adopting these technologies and implementing best practices to achieve optimal outcomes. In this viewpoint, we explore how next-generation technologies such as generative AI, performance analytics, and process intelligence solutions transform contact centers into future-ready customer hubs. These technologies, combined with digital gamification, help improve call quality and boost customer satisfaction. Scope All industries and geographies Contents In this report, we examine: The current state of the contact center industry Strategies for transforming contact centers into high-value customer experience centers Challenges and best practices for adopting technologies at scale Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) CX Excellence Outsourcing Excellence

Intelligent Document Processing (IDP) products play a vital role in enterprises’ automation technologies portfolios. IDP leverages AI technologies such as Optical Character Recognition (OCR), computer vision, Natural Language Processing (NLP), and machine/deep learning to classify and extract information from structured, semi-structured, and unstructured documents. The solution is typically non-invasive and can be integrated with internal applications, systems, and other automation platforms. Enterprises have the option to choose from two types of offerings: platform-based solutions that deploy out-of-the-box solutions using pre-built modules, or custom solutions that assist buyers in classifying and extracting data from documents. IDP solutions not only deliver cost savings but also enhance workforce productivity, as well as employee and customer experience. The demand for unstructured document processing solutions has been rising due to the increasing sophistication of IDP products in terms of capabilities, features, and functionalities. To implement IDP successfully, enterprises must partner with the appropriate IDP technology provider. This compendium provides comprehensive and fact-based snapshots of 36 leading IDP technology providers and 32 leading unstructured document processing technology providers. It evaluates their offerings and capabilities across the overall IDP landscape and unstructured document processing landscape to assist existing and potential IDP buyers in assessing providers based on their desired capabilities. Scope All industries and geographies The report examines IDP solutions that are sold on license, regardless of any ongoing business or IT process outsourcing or managed services The report includes IDP providers that offer unstructured document processing solutions This assessment is based on Everest Group’s annual RFI process and an ongoing analysis of the market Contents This report provides key stakeholders a comprehensive overview of 36 leading IDP technology providers’ and 32 leading unstructured document processing technology providers’ offerings and capabilities. It also allows technology providers to compare their offerings, capabilities, strengths, and limitations with other providers in the marketplace. Each technology provider profile includes: Company overview Recent deals and announcements Market adoption and capability overview Client portfolio mix Partnerships Product overview Product features, functionalities, and key enhancements Capabilities across PEAK Matrix dimensions Key strengths and limitations Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management