Businesses must adapt to the evolving digital landscape to remain competitive and resilient. As manual operations continue to present scalability and accuracy challenges, organizations are increasingly shifting toward digital, automated, and intelligent processes. Intelligent Automation (IA) has become foundational in enabling enterprises to boost productivity and efficiency, especially amid cost optimization pressures in uncertain economic conditions.. Intelligent Process Automation (IPA) is among the most effective digital transformation drivers. Recognizing growing enterprise demand, solution providers are rapidly evolving their offerings to embed advanced technologies such as agentic AI, generative AI, and orchestration frameworks into their IPA portfolios.. Everest Group defines IPA as the application of IA in business processes through a combination of technologies, including RPA and cognitive/AI-based automation. This report presents detailed profiles of 24 leading IPA solution providers and evaluates their offerings and capabilities. It enables IPA buyers to identify the best-fit providers based on their specific automation goals. Additionally, it will enable solution providers to assess how their capabilities and offerings stack up against those of their competitors. Scope IPA solutions: includes the sourcing of IPA technology products bundled with consulting, implementation, and maintenance services. It does not include traditional BPO services IPA services only: includes consulting, implementation, and maintenance of IPA solutions The report excludes IPA technology products licensed independently or embedded within broader BPO deals Coverage: all industries and geographies Contents This report provides a detailed view of 24 IPA solution providers’ capabilities. Each profile includes the company’s: Overview and recent deals and announcements IPA revenue and FTE mix Solutions portfolio

Organizations are rapidly embracing agentic AI to enhance operational efficiency, lower costs, and respond more effectively to evolving business challenges. It started with basic tools, such as RPA, that handled simple, repetitive tasks. Over time, it became more advanced systems using AI technologies, such as ML and Natural Language Processing (NLP), to manage more complex work. The next key update in this journey is agentic AI, which embeds autonomy, adaptability, and decision-making into systems. These capabilities enable systems to act independently, respond to dynamic conditions in real time, and significantly reduce the need for human oversight, thereby streamlining operations, accelerating decision-making, and offering a competitive edge in a rapidly changing market. In this report, we evaluate 24 agentic AI technology providers offering prebuilt agents and agent builders. The report classifies them as Luminaries, Fast Followers, Influencers, or Seekers based on the Everest Group’s Innovation Watch Assessment. It explores agentic AI use case prioritization by evaluating industries and business functions that stand to benefit most from its adoption. The research also delves into agentic AI’s impact on addressing key business challenges, driving automation, improving decision-making, and enhancing operational efficiency. Scope All industries and geographies This report is based on Everest Group’s interactions with leading agentic AI technology providers and the agentic AI technology’s ongoing analysis Contents In this report, we Position 24 agentic AI technology providers on the Everest Group’s Innovation Watch Assessment framework Assess the providers’ agentic AI products Examine key business challenges and agentic AI’s role in addressing them Provide a framework to prioritize investments in agentic AI use cases

To stay competitive, companies are transitioning to a digital-first business model. Manual processes present numerous challenges, prompting enterprises to seek superior alternatives in digital, automated, and intelligent business practices. Intelligent Automation (IA) boosts productivity and streamlines processes. With rapid generative AI advances, enterprises are accelerating automation initiatives and prioritizing more adaptive, context-aware, and human-like automation solutions that enhance decision-making and process optimization. Additionally, agentic AI is emerging as a key enabler, allowing AI-powered systems to execute complex tasks autonomously while continuously learning and improving. In response, providers are adopting Intelligent Process Automation (IPA). IPA helps businesses navigate market complexities with increased agility and clarity. In this report, we examine 24 IPA solution providers’ capabilities and position them on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, Aspirants, and Star Performers. The report enables buyers to select the right-fit providers for their needs and empowers providers to benchmark themselves against each other. Scope All industries and geographies IPA solutions: Sourcing IPA technology products, along with consulting, implementation, and maintenance services, but no traditional BPO services IPA services: Sourcing IPA services such as consulting, implementation, and maintenance This report does not cover IPA technology products that are licensed independently or embedded in broader BPO deals Contents In this report, we: Assess the IPA solutions provider market Position IPA solution providers as Leaders, Major Contenders, Aspirants, and Star Performers Compare providers’ key strengths and limitations

AI is transforming today’s business world by personalizing customer experiences and optimizing complex operations. Among the advances driving this digital transformation, generative AI has garnered significant market attention by creating new content, solving business-specific challenges, and unlocking automation opportunities. However, the underlying technology enabling these breakthroughs – foundation models – is where the true revolution lies. These models’ broader capabilities and impact extend far beyond generative applications. Foundation models, such as BERT, GPT, and Stable Diffusion, are large-scale ML models trained on vast datasets to perform a wide range of tasks. They power chatbots, search engines, code-writing assistants, image generators, and medical research. Integrated into digital transformation’s core, foundation models help organizations efficiently address real-world challenges. However, developing and deploying these models demands significant resources and expertise, highlighting the need for organizations to understand their potential and related trends. This viewpoint examines foundation models as the fundamental building blocks of AI’s future, exploring their architecture, applications, and challenges. Organizations can use this report to understand foundation models, assess their trajectory, and strategically adopt them to drive innovation and gain a competitive edge. Scope All industries and geographies Contents In this report, we examine: Foundation models’ introduction and brief history Characteristics and types of foundation models Market overview and provider landscape The current state of the market and future outlook Membership(s) Artificial Intelligence (AI) Sourcing and Vendor Management

Conversational AI encompasses advanced technologies, such as intelligent virtual agents, chatbots, voice assistants, and agent assist tools, designed to facilitate human-like interactions between businesses and customers. These solutions leverage natural language processing and machine learning to automate communication across channels such as websites, messaging apps, and voice interfaces, enabling personalized, real-time responses. Conversational AI streamlines both customer-facing and internal processes, driving operational efficiency, improving user experiences, and offering 24/7 support across industries such as e-commerce, banking, and healthcare. Customized Large Language Models (LLMs) are boosting personalization and contextual understanding, while new ecosystems combining conversational AI and generative AI are driving more intelligent and adaptive customer interactions. This report comprehensively outlines the conversational AI market, including top providers, technology ecosystems, adoption drivers, and buyer insights. It also explores how generative AI can enhance conversational AI capabilities, revolutionizing customer engagement and offering businesses a competitive edge in a rapidly evolving digital landscape. Scope All industries and geographies Contents In this report, we provide: An overview of conversational AI solutions’ provider landscape and partnership ecosystem Conversational AI solutions’ market size and adoption trends across buyer geography, size, industry, and business function Insights into the impact of generative AI and LLMs on conversational AI solutions Buyer insights, adoption drivers, future outlook, and barriers to conversational AI adoption Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI has revolutionized interactions between businesses, individuals, and technologies, enhancing customer experiences, driving customer acquisition, and establishing market differentiation. In recent years, especially with the advent of generative AI and Large Language Models (LLMs), conversational AI providers are addressing the increasing demand for more sophisticated chatbot capabilities by introducing new features and enhancing existing offerings to deliver comprehensive and accessible solutions for diverse use cases. Providers are also ensuring enterprise data protection, transparency, and explainability to maximize conversational AI solutions’ benefits. This compendium provides comprehensive and fact-based snapshots of 26 conversational AI technology providers and offers insightful analysis of their capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we feature 26 conversational AI provider profiles and include: Company overview Product Overview Recent investments and announcements Market adoption and partnership overview FTEs by function Product features, functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Key partnerships Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

IIntelligent Automation (IA) technologies’ adoption has increased over the past decade due to their potential to significantly transform business models. Businesses have made automation a strategic priority, and IA initiatives are now an integral part of large transformation deals. Furthermore, enterprises have begun combining Robotic Process Automation (RPA) with AI-powered products, such as Intelligent Document Processing (IDP) and conversational AI, along with process intelligence solutions such as process mining and task mining / Digital Interactions Intelligence (DII), to realize greater business value from their automation investments. While IA technologies offer the potential to enhance business outcomes, scaling up these transformation programs can be challenging. To successfully scale these initiatives, it is important to integrate multiple disparate systems and applications while managing the flow of work between digital and human workforces to optimize processes. Process orchestration, a vital component in the IA ecosystem, can help effectively manage these human-machine dynamics to ensure smooth scaling and digital transformation. In this viewpoint, we examine process orchestration’s role in the broader IA landscape and its benefits in achieving a scalable digital workforce. We also outline the challenges faced and best practices for enterprises to maximize value from their process orchestration initiatives. The report will benefit digital transformation and automation leaders, COOs, other business leaders tasked with improving operations, and process owners responsible for optimizing and improving business processes. Scope All industries and geographies Contents In this report, we examine: IA overview Process orchestration and its benefits Process orchestration’s role in the IA ecosystem Enterprise use cases Barriers to adopting process orchestration at scale Best practices for implementation Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI has revolutionized interactions between businesses, individuals, and technologies, enhancing customer experiences, driving customer acquisition, and establishing market differentiation. In recent years, especially with the advent of generative AI and Large Language Models (LLMs), conversational AI providers are addressing the increasing demand for more sophisticated chatbot capabilities by introducing new features and enhancing existing offerings to deliver comprehensive and accessible solutions for diverse use cases. Providers are also ensuring enterprise data protection, transparency, and explainability to maximize conversational AI solutions’ benefits. In this report, we assess 25 conversational AI technology providers featured on the Conversational AI Products PEAK Matrix® and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and market offerings. We also identify Star Performers, which have made significant progress from the previous year. The research will help buyers select right-fit technology providers and enable providers to benchmark themselves against the competition. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process through December 2023, interactions with leading conversational AI technology providers, client reference checks, and ongoing analysis of the conversational AI market Contents This report covers: Everest Group’s PEAK Matrix® evaluation assessing 25 conversational AI technology providers The conversational AI technology provider market’s competitive landscape Remarks on the featured providers’ key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

With new innovations and technologies entering the market, organizations must evolve into digital-first businesses to stay resilient and competitive. Intelligent Process Automation (IPA) leads operational transformation, revolutionizing businesses by automating mundane tasks. With generative AI taking centerstage, the scope and capabilities of automation have expanded significantly. Implementing IPA solutions strategically not only streamlines workflows but also frees valuable human resources, allowing organizations to focus on innovation and core objectives. Buyers across various sectors are swiftly adopting IPA to drive digital transformation initiatives. Meanwhile, solution providers are actively innovating and tailoring IPA solutions to meet specific organizational needs, empowering businesses to achieve greater agility and scalability in their operations. In this report, we provide an in-depth analysis of the IPA market for both buyers and solution providers. It covers IPA solution and service capabilities, the provider landscape, adoption trends, challenges, best practices, and the outlook for 2024-25. Scope All industries and geographies IPA solutions: sourcing IPA technology products, along with consulting, implementation, and maintenance services, but excluding traditional BPO services IPA services only: sourcing IPA services such as consulting, implementation, and maintenance Contents In this report, we examine: IPA market overview and its future outlook Adoption trends by industry, business function, geography, and buyer size IPA solution and service characteristics The IPA solution provider landscape Challenges and best practices Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Intelligent automation serves as the cornerstone of modern enterprises, reshaping operational landscapes and driving efficiency at an unprecedented pace. To remain competitive and efficient in today’s fast-paced business environment, enterprises seek solutions that enhance productivity and accuracy. With gen AI’s emergence, the automation spectrum has expanded, enabling enterprises to streamline complex tasks and drive operational excellence and strategic growth. Solution providers are acutely aware of the evolving enterprise needs, continuously refining their Intelligent Process Automation (IPA) offerings to meet these demands. Everest Group defines IPA as the intelligent automation of business processes through a combination of automation technologies, including Robotic Process Automation (RPA) and cognitive/AI-based automation. This compendium features comprehensive profiles of 27 top IPA solution providers, along with an analysis of their products and services. IPA buyers will find the report useful in evaluating solution providers based on their specific requirements. Additionally, it will enable solution providers to assess how their products, services, advantages, and disadvantages compare with those of their competitors. Scope All industries and geographies IPA solutions: sourcing IPA technology products, along with consulting, implementation, and maintenance services, but no traditional BPO services IPA services only: sourcing IPA services such as consulting, implementation, and maintenance This report does not cover IPA technology products that are licensed independently or embedded within broader BPO deals Content This report features 27 IPA solution provider profiles and includes: Company overview Recent deals and announcements IPA revenue and FTE mix Solutions portfolio Membership(s) Service Optimization Technologies (SOT) Outsouring Excellence