As enterprises embrace hybrid work and respond to the evolving expectations of multigenerational workforces, rethinking digital workplace strategies has become a strategic priority. Microsoft modern work solutions, such as Microsoft Teams and other Microsoft 365 applications, are central to this evolution, enabling improved collaboration, productivity, and employee engagement. With broad global adoption, the Microsoft modern work ecosystem has become the default choice for many organizations, supported by providers offering comprehensive consulting, development, deployment, and managed services. While adoption remains strong, ongoing economic challenges and shifting enterprise priorities are prompting a sharper focus on cost efficiency. In response, providers are deepening their strategic alignment with Microsoft, cocreating industry-specific solutions, and delivering future-ready architectures. In this report, we assess 20 Microsoft modern work providers. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, Microsoft modern work offerings, innovation and investments, partner networks, and strengths and limitations.

As enterprises embrace hybrid work models and adapt to the evolving needs of a multi-generational workforce, reimagining digital workplace strategies has become essential. With widespread global adoption, Microsoft’s modern work solutions, such as, Microsoft Teams and other Microsoft 365 applications, have become foundational to this shift, helping organizations enhance collaboration, productivity, and employee experience. The Microsoft modern work ecosystem has emerged as the default offering for many enterprises, supported by providers delivering deep consulting, development, deployment, and managed services. While the adoption remains strong, current economic headwinds and shifting enterprise priorities are driving a heightened focus on cost efficiency. In response, providers are strengthening their strategic partnerships with Microsoft, co-developing industry-specific offerings, and delivering future-ready architectures. In this report, we evaluate 20 providers featured on the Microsoft Modern Work PEAK Matrix® Assessment 2025, highlighting their respective strengths and limitations. The study will enable buyers to identify the best-fit provider based on their sourcing considerations, while also enabling providers to benchmark their performance against each other. Scope All industries Geography: global This assessment is based on Everest Group’s annual RFI process conducted over Q4 2024 and Q1 2025, interactions with leading Microsoft modern work providers, and an ongoing analysis of the Microsoft modern work services market Contents In this report, we examine 20 Microsoft Modern Work providers’ profiles and include: An assessment of their market impact and vision and capabilities Their key strengths and limitations Sourcing considerations for enterprises

As enterprises adopt hybrid work across a multi-generational workforce, each with unique needs and priorities, they are redefining their workplace strategies to align with the future of work. In this evolution, Microsoft’s Modern Work offerings such as Teams and other Office 365 applications have instrumental in revolutionizing enterprise communication and collaboration tools, thereby enhancing employee engagement and productivity. Further, in their quest for providers who can deliver effective Modern Work solutions and navigate the pillars of Employee Experience (EX), productivity, and cost optimization, enterprises are increasingly recognizing the value of Microsoft Modern Work specialist service providers This report explores the scope of Microsoft Modern Work and highlights how specialist service providers in this space are carving out their niche by expanding capabilities, adjusting strategies, and offering expertise across key segments: collaboration and productivity, desktop and virtualization management, converged communications, enterprise mobility, and employee enablement. Scope All industries and geographies Contents In this report, we study: The digital workplace evolution and provider landscape Key benefits of engaging with Microsoft Modern Work specialists service providers The top 10 specialist service providers in each segment of Microsoft Modern Work services Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

IT management, once viewed as a troubleshooting function, has transitioned into a holistic entity that improves employee experience and streamlines business operations. Conversational AI is leading this transformation, translating AI capabilities into measurable business benefits such as elevating user experience, productivity, and cost efficiency. Moreover, generative AI can significantly boost conversational AI platforms' performance by enhancing their conversational intelligence and cognitive capabilities, improving data security and quality, assessing multimodal sentiments, analyzing agent behavior, enhancing virtual agent training, and providing other valuable functionalities. Consequently, organizations are increasingly adopting conversational AI platforms, especially to support and expand IT management and uncover growth opportunities. This compendium provides comprehensive and fact-based snapshots of 12 conversational AI for IT management technology providers and analyzes their capabilities. It 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 12 conversational AI for IT management provider profiles and include their: Company and product overview Recent investments and announcements Market adoption and key partnerships Product features and capabilities Membership(s) Digital Workplace Sourcing and Vendor Management

The digital workplace is at a pivotal juncture, entering a phase of value-centric transformation. Economic slowdowns have intensified scrutiny on enterprise spending, driving a focus on cost-effective, value-driven approaches. This phase presents providers with a unique opportunity to stand out with innovative and distinctive solutions. In North America, macroeconomic headwinds, including rising inflation, higher banking interest rates, and political complexities, have weakened spending momentum, prompting a heightened focus on optimizing costs and realizing value from previous transformation investments. In response, providers are expanding their solution portfolios by integrating next-generation technologies, such as generative AI, while also developing industry- and persona-specific offerings. Additionally, providers are moving ahead with a cost-plus-value-driven approach to better position themselves as strategic partners to their enterprise customers. In this report, we assess 28 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® North America and highlight each provider's strengths and limitations. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other. Scope All industries Geography: North America This assessment is based on Everest Group’s annual RFI process conducted over Q1 and Q2 2024, interactions with leading digital workplace services providers, and an ongoing analysis of the digital workplace services marketplace in North America Contents In this report, we examine 28 digital workplace services providers’ profiles and include: An assessment of their market impact and vision and capabilities Their key strengths and limitations Sourcing considerations for enterprises Membership(s) Digital Workplace Sourcing and Vendor Management

Aftermath a period of substantial growth, the digital workplace market has slowed due to global macroeconomic conditions, which has compelled enterprises to realize their prior investments. However, the upcoming years are poised to witness a resurgence in enterprise investment trends, mainly cost optimization and transformative initiatives via gen AI. Improving Employee Experience (EX) is the top priority in the European digital workplace market, with an increased focus on cost optimization. The market also maintains a combination of global and local service delivery to manage cultural nuances and deal with regulatory and compliance restrictions, dynamic sustainability mandates, and complex vendor landscapes. Digital workplace service providers strengthen their geographical capabilities and offer enterprises industry- and persona-specific solutions that follow a security-by-default approach and ESG compliance. Additionally, providers enhance their consulting and advisory capabilities to position themselves as strategic enterprise partners. In this report, we assess 23 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® – Europe. The report will enable buyers to select the best-fit provider for their sourcing considerations and empower providers to benchmark themselves against their competition. Scope All industries Geography: Europe This assessment is based on Everest Group’s annual RFI process for Q1 and Q2 2024, interactions with leading digital workplace service providers, and an ongoing analysis of the European digital workplace services marketplace Contents In this report, we: Examine 23 digital workplace service providers’ market impact, vision, and capability Assess providers’ key strengths and limitations Evaluate enterprise sourcing considerations Membership(s) Digital Workplace Sourcing and Vendor Management

IT management, once viewed as a troubleshooting function, has transitioned into a holistic entity that improves employee experience and streamlines business operations. Leading this transformation is conversational AI, which translates AI capabilities into measurable business benefits such as elevating user experience, productivity, and cost efficiency. The conversational AI landscape is continuously innovating. However, generative AI and large language models, which can generate human-like text and enable more natural and context-aware conversations, have marked a tectonic shift in the domain. Generative AI can significantly boost conversational AI platforms' performance by enhancing their conversational intelligence and cognitive capabilities, improving data security and quality, assessing multi-modal sentiments, analyzing agent behavior, enhancing virtual agent training, and providing other valuable functionalities. Consequently, organizations are increasingly adopting conversational AI platforms, especially to support IT management, uncover growth opportunities, and expand in IT management. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for calendar year 2023, interactions with leading conversational AI technology providers, client reference checks, and ongoing analysis of the conversational AI for IT management market Contents In this report, we assess 12 conversational AI for IT management technology providers featured on the Conversational AI for IT Management Products PEAK Matrix® and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and market offerings. The report will enable enterprises to select right-fit providers for their requirements and allow technology providers to benchmark themselves against the competition. Membership(s) Digital Workplace Sourcing and Vendor Management

The hybrid work model has become the new norm, fueling a surge in demand for seamless communication and collaboration services. As enterprises adapt to this evolving landscape, the Unified Communication and Collaboration (UCC) market transforms with innovative AI, generative AI, Copilots, immersive collaboration, and integrated security offerings driving growth. In this transformative environment, enterprises seek providers that can deliver comprehensive UCC solutions while balancing Employee Experience (EX), productivity, and cost optimization. UCC services specialists play a vital role in broader digital workplace services engagements, either independently or through strategic partnerships, due to their unique value proposition and expertise. This compendium provides detailed and fact-based snapshots of 10 UCC specialist service providers featured on Everest Group’s Unified Communication and Collaboration (UCC) Specialist Services PEAK Matrix® Assessment. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, UCC offerings, innovation and investments, and partner network. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for Q4 2023 and Q1 2024, interactions with leading UCC specialist service providers, client reference checks, and an ongoing analysis of the UCC services market Contents In this report, This report features 10 UCC specialist service provider profiles and includes: Providers’ UCC services business – vision, scale, overall focus, and UCC services adoption across industry, service segments, buyer groups, and geographies Providers’ UCC services offerings – services portfolio and relative focus across service lines Domain investments, key solutions, and key partnerships Membership(s) Digital Workplace Sourcing and Vendor Management

Amid dynamic macroeconomic shifts and ongoing disruptions, organizations prioritize efficiency and cost-effectiveness. They seek innovative digital workplace solutions while remaining cost-effective. Yet, providers grapple with meeting demands within resource constraints. However, this focus on profitability has strained trust between providers and enterprises, necessitating a reevaluation of priorities to emphasize trust and collaboration. In this evolving landscape, both must work together to navigate challenges and foster a more resilient relationship. In this report, we assess the digital workplace services market. The report explores ever-evolving trust dynamics between providers and enterprises, introduces a trust assessment framework for enterprises, and outlines mutual trust responsibilities for both providers and enterprises. Scope All industries and geographies Contents In this report, we: Examine insights and trends in the overall digital workplace services market Navigate trust dynamics between providers and enterprises Provide an assessment framework for enterprises’ trust dimensions Membership(s) Digital Workplace Outsourcing Excellence

As the hybrid workplace model solidifies its position as the new norm for enterprises, the demand for seamless communication and collaboration services continues to surge unabated. Enterprises strive to adapt to the ever-evolving Unified Communication and Collaboration (UCC) landscape. In parallel, the UCC market is evolving due to innovative offerings centered around AI, generative AI, Copilots, immersive collaboration, and integrated security measures, acting as accelerators for growth. Amid this transformative landscape, enterprises are constantly seeking providers capable of delivering comprehensive UCC solutions while adeptly navigating the intricate interplay between Employee Experience (EX), productivity enhancement, and cost optimization. The indispensability of UCC services specialists has never been more pronounced, as these specialists swiftly cement their role within broader digital workplace services engagements, either autonomously or in strategic collaboration with other providers and technology innovators, owing to their unique value proposition and focused expertise. In this report, we assess 10 UCC specialist service providers featured on Everest Group’s Unified Communication and Collaboration (UCC) Specialist Services PEAK Matrix® Assessment 2024 and highlight the strengths and limitations of each provider. Scope: All industries and geographies The assessment is based on Everest Group’s annual RFI process for Q4 2023 and Q1 2024, interactions with leading UCC specialist service providers, client reference checks, and an ongoing analysis of the UCC services market Contents: This report features 10 UCC specialist service provider profiles and includes: A summary dashboard – assessment of market impact and vision and capability Providers’ key strengths and limitations Membership(s) Digital Workplace Outsourcing Excellence