The Service Provider Health Check – BPS is a quarterly report assessing leading BPS providers’ financial and operational health. It equips enterprises with key insights for RFP evaluations, contract negotiations, and risk management. In this report, we analyze nine key providers and compare their growth, profitability, and cash flow utilization to help enterprises navigate an evolving business landscape. The report addresses four key enterprise needs: preliminary provider evaluation for RFPs, strategic insights on provider adaptability to macroeconomic shifts, contract optimization for effective pricing and negotiations, and risk mitigation to strengthen supplier risk assessments.

Over the past several years, South Africa has emerged as a key hub for global service delivery, attracting organizations in search of competitive and future-ready locations. The country offers a large pool of fluent, neutral-accent English speakers who are widely recognized for their soft skills and ability to deliver exceptional customer experiences. Strong government support, a mature and stable outsourcing ecosystem, and a favorable business environment support this talent advantage. Additionally, South Africa’s time-zone alignment with Europe and deep cultural affinity with the US and UK markets enhance collaboration and drive higher customer satisfaction. Developed by Everest Group in collaboration with BPESA, this refreshed analysis goes beyond high-level positioning to unpack the unique attributes and structural strengths that make South Africa an attractive option for global service delivery. In this report, we highlight the key pillars of South Africa’s value proposition: infrastructure and enabling environment, mature industry, people advantage, assured service excellence, cost arbitrage, and tactical advantage. Scope Geography: South Africa Services: IT and BP Contents In this report, we examine South Africa’s: Global services value proposition/li> Infrastructure and enabling environment Mature industry and value-driven growth People advantage Assured service excellence Cost savings potential and business advantage Tactical advantage Locations Insider™ Sourcing and Vendor Management

The Service Provider Health Check is a quarterly report assessing leading IT-BP and engineering providers’ financial and operational health. It equips enterprises with key insights for RFP evaluations, contract negotiations, and risk management. In this report, we cover 12 major providers and compare and analyze their growth, profitability, talent strategies, and cash flow utilization, helping enterprises navigate an evolving business landscape. The report addresses four key enterprise needs: a preliminary provider evaluation for RFPs, strategic insights to highlight how providers adapt to a shifting macroeconomic landscape, contract optimization to facilitate effective pricing and contract negotiations, and risk mitigation to enhance supplier risk assessments. Scope Insights in the report are structured into three sections: financial health, supplier organizational changes, and provider insights We cover 12 providers: Accenture, Capgemini, CGI, Cognizant, EPAM, HCLTech, Infosys, LTIMindtree, Mphasis, TCS, Tech Mahindra, and Wipro Metrics assessed include organic constant currency growth, operating margin, LTM attrition, headcount growth, return to shareholders, investments and capability building, and key leadership changes Contents In this report, we evaluate: The need for a comprehensive provider evaluation Providers’ relative health based on profitability, growth, talent strategy, and cash flow utilization Providers’ financial health and organizational changes

Service Provider Health Check: BPS is a quarterly report assessing leading BPS providers’ financial and operational health. It equips enterprises with key insights for RFP evaluations, contract negotiations, and risk management. In this report, we cover nine key providers and compare and analyze their growth, profitability, and cash flow utilization, helping enterprises navigate an evolving business landscape. The report addresses four key enterprise needs: a preliminary provider evaluation to shortlist providers for RFPs, strategic insights into how providers are adapting to a shifting macroeconomic landscape, contract optimization to facilitate effective pricing and negotiations, and risk mitigation to enhance supplier risk assessments. Scope Insights in the report are structured into three sections: financial health, supplier organizational changes, and provider insights We cover nine providers: Concentrix, Conduent, EXL, Firstsource, Genpact, TaskUs, TELUS Digital, Transcom, and WNS Metrics assessed: organic constant currency growth, operating margin, return to shareholders, investments and capability building, and key leadership changes Contents In this report, we: Examine the need for a comprehensive provider evaluation Analyze providers’ relative health based on profitability, growth, and cash flow utilization Assess providers' financial health and organizational changes

The Service Provider Health Check – BPS is a quarterly report assessing leading BPS providers’ financial and operational health. It equips enterprises with key insights for RFP evaluations, contract negotiations, and risk management. In this report, we cover nine key providers and compare and analyze their growth, profitability, and cash flow utilization, helping enterprises navigate an evolving business landscape. The report addresses four key enterprise needs. These include a preliminary provider evaluation to providers for RFPs, strategic insights to highlight how providers adapt to a shifting macroeconomic landscape, contract optimization to facilitate effective pricing and contract negotiations, and risk mitigation to enhance supplier risk assessments. Scope Insights in the report are structured into three sections: financial health, supplier organizational changes, and provider insights We cover nine providers: Concentrix, Conduent, EXL, Firstsource, Genpact, TaskUs, Telus Digital, Transcom, and WNS Metrics assessed: organic constant currency growth, operating margin, return to shareholders, investments and capability building, and key leadership changes Contents In this report, we: Examine the need for a comprehensive provider evaluation Analyze providers’ relative health based on profitability, growth, and cash flow utilization Assess providers' financial health and organizational changes Membership(s) Forces & Foresight

The Service Provider Health Check is a quarterly report assessing leading IT-BP and Engineering providers’ financial and operational health. It equips enterprises with key insights for RFP evaluations, contract negotiations, and risk management. In this report, we cover 12 major providers and compare and analyze their growth, profitability, talent strategies, and cash flow utilization, helping enterprises navigate an evolving business landscape. The report addresses four key enterprise needs. These include a preliminary provider evaluation to providers for RFPs, strategic insights to highlight how providers adapt to a shifting macroeconomic landscape, contract optimization to facilitate effective pricing and contract negotiations, and risk mitigation to enhance supplier risk assessments. Scope Insights in the report are structured into three sections: financial health, supplier organizational changes, and provider insights We cover 12 providers: Accenture, TCS, Wipro, Infosys, HCLTech, Tech Mahindra, Cognizant, Capgemini, EPAM, Mphasis, CGI, and LTIMindtree Metrics assessed: organic constant currency growth, operating margin, LTM attrition, headcount growth, return to shareholders, investments and capability building, and key leadership changes Contents In this report, we: Evaluate the need for a comprehensive provider evaluation Analyze providers’ relative health based on profitability, growth, talent strategy, and cash flow utilization Assess providers’ financial health and organizational changes

This Executive Brief is available only to Outsourcing Excellence members. For information on membership, please contact us Since the inception of Global Business Services (GBS), organizations have been refining their resourcing models, balancing in-house operations, outsourcing, or a hybrid resourcing approach. This hybrid model strategically combines the strengths of in-house and outsourced resources, enabling enterprises to achieve greater agility, cost efficiency, and improved service delivery. In this report, we interview leading GBS organizations to examine the intricacies of managing the hybrid resourcing model. The report highlights enterprise challenges, such as viewing outsourcing providers through a master-servant lens rather than as strategic partners, which limits collaboration. To address these challenges, we recommend adopting a unified service delivery model incorporating a central strategy team, workforce planning through HR, and a unified delivery team. This research offers businesses insights to maximize their hybrid model’s potential, foster sustainable partnerships, and drive long-term success in today’s dynamic global environment. Scope All industries and geographies Contents In this report, we examine: The hybrid model’s combined in-house and outsourced strengths How unified service delivery fosters strategic partnerships Actionable guide for driving business success Note: Everest Group publishes Executive Briefs for senior executives from enterprises. These briefs address hot industry topics and particularly challenging issues of the day in an easy-to-digest format.

The Service Provider Health Check is a quarterly report that evaluates leading IT-BP providers’ financial and operational health. It empowers enterprises with key insights to assess provider resilience, helping them make decisions for RFP evaluations, contract negotiations, and risk management. The report covers nine major providers and compares and analyzes their growth, profitability, talent strategies, and cash flow utilization, helping enterprises confidently navigate an evolving business landscape. The report addresses four key enterprise needs: Preliminary provider evaluation: acts as an initial check to evaluate and shortlist providers for RFPs Strategic insights: highlights how providers’ behaviors are adapting to a shifting macroeconomic landscape, supporting sourcing and negotiation strategies Contract optimization: facilitates effective pricing and contract negotiations Risk mitigation: enhances supplier risk assessments by regularly evaluating providers’ overall business health Scope Insights in the report are structured into three sections: financial health, supplier organizational changes, and provider insights We cover nine providers: Accenture, TCS, Wipro, Infosys, HCLTech, Tech Mahindra, Cognizant, Capgemini, and LTIMindtree Metrics assessed: organic constant currency growth, operating margin, LTM attrition, headcount growth, return to shareholders, investments and capability building, and key leadership changes Contents In this report, we provide: An introduction to the need for a comprehensive provider evaluation Providers’ relative health analysis: a comparative scatterplot of providers based on profitability, growth, talent strategy, and cash flow utilization Provider profiles: an analysis of providers' financial health and organizational changes

This Executive Brief is available only to Outsourcing Excellence members. For information on membership, please contact us Enterprises often struggle with fragmented procurement processes that span multiple systems and business functions. This disjointed data and process flow causes longer cycle times, missed cost-saving opportunities, and limited visibility. While organizations can integrate point solutions such as supplier management, spend management, and contract management into source-to-pay suites, these suites often prove complex and inflexible. AI and generative AI-powered procurement orchestration tools address these challenges by leveraging smart workflows and data mapping to streamline processes and data flow, creating a unified user experience. These tools act as an integrative layer across systems, processes, and stakeholders, with intake management as the centralized entry point. In this report, we study procurement orchestration tools, highlighting their scope, features, and unique capabilities. We also distinguish these tools from intake management solutions and present a landscape of technology providers with diverse functionalities. We also explore key adoption drivers, such as cost savings, improved compliance, and enhanced decision-making, alongside potential implementation risks. Stakeholders looking to optimize procurement through AI and automation will benefit from this report, as it offers the knowledge needed to make significant process improvements. Scope All industries and geographies Contents In this report, we discuss procurement orchestration tools’ benefits and key features and explore the procurement orchestration technology landscape.

This Executive Brief is available only to Outsourcing Excellence members. For information on membership, please contact us A contract delineates the specific terms and conditions governing the services provided by a provider. Consequently, contracting holds significant importance in the strategic sourcing process, encompassing both new deals and renewals. This Executive Brief lists key commercial terms and conditions that enterprises should prioritize when entering into contracts with a provider. Additionally, it highlights associated principles aimed at maximizing the value derived from an outsourcing relationship. Scope All industries and geographies Contents This report covers key tenets of essential commercial terms and conditions, based on the analysis of contractual documents in recent outsourcing engagements. The report focuses on the following terms and conditions: Cost of Living Adjustment (CoLA) Foreign exchange adjustment Benchmarking Termination fee Audit clauses Note: Everest Group publishes Executive Briefs for senior executives from enterprises. These briefs address hot industry topics and particularly challenging issues of the day in an easy-to-digest format.