The PO service provider landscape is changing rapidly, as providers look at enabling end-to-end transformation journeys for clients by adopting a partner-led approach. This is leading to a rapid rise of digital, along with a shift in focus from cost reduction to driving business outcomes. Increasing investments and application of advanced/cognitive analytics, Robotic Process Automation (RPA), Internet of Things (IoT), and blockchain are all fueling this growth. In this research, we analyze the global PO service provider landscape in 2018. We focus on: 2019 PO PEAK Matrix and Star Performers Service provider delivery capability assessment Everest Group’s analysis of service providers The scope of analysis includes: Third-party PO deals; it does not include shared services or Global In-house Centers (GICs) Over 1,500 multi-process PO deals signed as of 2018, with a minimum of three procurement processes, over US$1 million in Annual Contract Value (ACV), and a minimum contract term of three years. Typically, managed spend is greater than US$50 million Coverage across 16 PO service providers with multi-process capability, namely Accenture, Aegis, Aquanima, Capgemini, Chain IQ, Cognizant, Corbus, Exela Technologies, Genpact, GEP, HCL, IBM, Infosys, TCS, Wipro, and WNS Content The report analyses the performance of various service providers in PO along seven dimensions and includes: 2019 PO PEAK Matrix and Star Performers Everest Group classified 16 PO service providers on Everest Group’s proprietary PEAK Matrix framework into Leaders: Accenture, GEP, IBM, and Infosys Major Contenders: Capgemini, Chain IQ, Cognizant, Corbus, Exela Technologies, Genpact, HCL, TCS, Wipro, and WNS Aspirants: Aegis and Aquanima Based on Year-on-Year (YOY) movement of different service providers on the PEAK Matrix, Everest Group identified four service providers as the “2019 PO Market Star Performers” – Accenture, Genpact, GEP, and WNS Everest Group analysis of service providers We assessed the overall PO capability of service providers by evaluating them along seven dimensions – scope, innovation & investments, delivery footprint, vision & strategy, market adoption, portfolio mix, and value delivered Membership(s) Procurement Outsourcing (PO)

The PO service provider landscape is changing rapidly as providers look at enabling end-to-end transformation journeys for clients by adopting a partner-led approach. This is leading to a rapid rise of digital along with a shift in focus from cost reduction to driving business outcomes. Increasing investments and application of advanced/cognitive analytics, Robotic Process Automation (RPA), Internet of Things (IoT) and Blockchain fuel this scenario. In this research, we analyze the PO service provider landscape across different dimensions: 2018 PO PEAK Matrix and Star Performers Service provider delivery capability assessment The scope of analysis includes: Third-party PO deals; it does not include shared services or Global In-house Centers (GICs) Over 1,500 multi-process PO deals signed as of 2017, with a minimum of three procurement processes, over US$1 million in ACV, and a minimum contract term of three years. Typically, managed spend is greater than US$50 million Coverage across 13+ PO service providers with multi-process capability, namely Accenture, Aegis, Aquanima, Capgemini, Corbus, Genpact, GEP, HCL, IBM, Infosys, TCS, Wipro, and WNS Global survey and one-on-one executive-level buyer interviews to understand how organizations perceive their PO engagements Content The report analyses the performance of various service providers in PO along six dimensions and includes the following: 2018 PO PEAK Matrix and Star Performers Everest Group classified 13+ PO service providers on Everest Group’s proprietary PEAK Matrix framework into Leaders: Accenture, GEP, IBM, and Infosys Major Contenders: Capgemini, Corbus, HCL, Genpact, TCS, Wipro, and WNS Aspirants: Aegis and Aquanima Based on YOY movement of different service providers on the PEAK Matrix, Everest Group identified five service providers as the “2018 PO Market Star Performers” – Accenture, GEP, and Genpact Everest Group analysis of service providers We assessed the overall PO capability of service providers by evaluating them along seven dimensions – scope, innovation & investments, delivery footprint, vision & strategy, market adoption, portfolio mix, and value delivered Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report. Membership(s) Procurement Outsourcing (PO)

Increasing complexity in supply chain and global cost pressures are driving buyers to look for service providers who can deliver end-to-end SCM solutions that go beyond the traditional boundaries of procurement, logistics, and inventory management. Service providers have also realized that with maturing market and increasing competition in Finance and Accounting Outsourcing (FAO) and Procurement Outsourcing (PO), SCM is a lucrative market to tap into. Consequently, we witnessed growing interest in SCM in the market as buyers seemed more open to outsourcing while providers were willing to make investments to expand their suite of services. In this research, we analyze the global SCM service provider landscape in 2017. We focus on: SCM BPO PEAK Matrix for 2018 Everest Group analysis of service providers Service provider landscape Scope and methodology of this report: The report covers 11 SCM service providers with multi-process capability, namely, Accenture, Capgemini, EXL, Genpact, GEP, HCL, Infosys, OnProcess, TCS, Wipro, and WNS Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report. Membership(s) Procurement Outsourcing

The Business Process Services (BPS) market is being buffeted by strong winds of change. Multiple digital elements are disrupting the status quo in the supply as well as demand landscape – enterprises are expecting not only mundane cost reduction but also next next-generation benefits from their BPS relationships; and service providers are recognizing that they need to pivot quickly from the traditional labor arbitrage-driven model to a digital-powered one to provide those benefits to their buyers. One of the most potent digital levers enabling this transformation is Service Delivery Automation (SDA). A spectrum of SDA solutions is being deployed by service providers to help buyers attain certain key benefits – higher speed, improved accuracy, enhanced customer experience, and reduced cost, among others. In this research, we present an assessment of 18 leading broad-based BPS providers’ SDA market impact and vision & capability using Everest Group’s proprietary framework, the PEAK Matrix. We also describe the competitive landscape in the market. Lastly, we provide a commentary on key strengths and areas of improvement for BPS providers, with specific focus on automation. Scope and Methodology In this research, we analyze the Business Process Service Delivery Automation (BPSDA) solution provider landscape. We focus on: Relative positioning of 18 leading broad-based service providers on Everest Group’s PEAK Matrix for BPSDA solution (i.e. software + associated implementation services) Analysis of service providers’ market shares Everest Group’s remarks on service providers Content This report will assist key stakeholders (enterprises, service providers, and technology providers) understand the dynamics of the BPSDA solution provider landscape. The report provides relative position of service providers on the Everest Group PEAK Matrix for solutions, detailed analysis of the providers’ market shares, capability assessment, and Everest Group’s remarks on service providers highlighting their key strengths and development areas in relation to their automation capabilities. Some of the findings in the report are: Leaders: Accenture, Cognizant, IBM, and Wipro Major Contenders: Capgemini, Conduent, EXL, Genpact, HCL, Hexaware, Infosys, NTT DATA, Sutherland Global Services, Syntel, and WNS Aspirants: HGS, Intelenet Global Services, and Mphasis Accenture and Conduent have the most number of clients with BPSDA deployments by far. They are followed by Capgemini, Cognizant, Genpact, IBM, and Wipro Accenture and Conduent lead in most geographies. In APAC, in addition to Accenture, Genpact has found good traction Providers’ success differs across BPS segments. Competitive intensity is high in all other high potential areas except contact center, which is heavily dominated by Conduent Even the reference buyers have average satisfaction with SDA in BPS, though Leaders are doing better. There is significant room for BPS providers to improve their AI expertise Accenture and Cognizant have the most number of FTEs dedicated to BPSDA. Genpact and Cognizant have the highest share of FTEs in BPSDA product development Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report. Membership(s) Service Optimization Technologies (SOT) Banking and Financial Services (BFS) - Business Process Outsourcing (BPO) Insurance - Business Process Outsourcing (BPO) Healthcare & Life Sciences Business Process Outsourcing Finance & Accounting Outsourcing Human Resources Outsourcing (HRO) Procurement Outsourcing

The PO service provider landscape is transforming at a fast pace, as players evaluate several alternatives to build differentiated capabilities. Service providers are exploring the role of talent vs. technology to achieve the right balance required to serve an increasingly competitive market. Nevertheless, procurement is heading towards a digital revolution given the rise of disruptive technologies. The value proposition for procurement might witness a change against the backdrop of technologies such as advanced/cognitive analytics, Robotic Process Automation (RPA), Internet of Things (IOT) and Blockchain. In this research, we analyze the PO service provider landscape across different dimensions: 2017 PO PEAK Matrix and Star Performers Service provider delivery capability assessment The scope of analysis includes: Third-party PO deals; it does not include shared services or Global In-house Centers (GICs) Over 1,500 multi-process PO deals signed as of 2016, with a minimum of three procurement processes, over US$1 million in ACV, and a minimum contract term of three years. Typically, managed spend is greater than US$50 million Coverage across 15+ PO service providers with multi-process capability, namely Accenture, Aegis, Aquanima, Capgemini, Conduent, Corbus, Genpact, GEP, HCL, IBM, Infosys, Optimum Procurement, TCS, Wipro, and WNS Global survey and one-on-one executive-level buyer interviews to understand how organizations perceive their PO engagements Content The report analyses the performance of various service providers in PO along six dimensions and includes the following: 2017 PO PEAK Matrix and Star Performers Everest Group classified 15+ PO service providers on Everest Group’s proprietary PEAK Matrix framework into Leaders: Accenture, GEP, IBM, and Infosys Major Contenders: Aquanima, Capgemini, Corbus, HCL, Genpact, Optimum Procurement, TCS, Wipro, and WNS Aspirants: Aegis and Conduent Based on YOY movement of different service providers on the PEAK Matrix, Everest Group identified five service providers as the “2017 PO Market Star Performers” – Accenture, GEP, and WNS Everest Group analysis of service providers We assessed the overall PO capability of service providers by evaluating them along six dimensions – market success, scale, scope, technology & innovation, delivery footprint, and buyer satisfaction levels Everest Group has a complimentary five-page PEAK Matrix preview document for this service provider landscape report. Membership(s) Procurement Outsourcing (PO)

Increasing complexity in supply chain and global cost pressures are driving buyers to look for service providers who can deliver end-to-end SCM solutions that go beyond the traditional boundaries of procurement, logistics, and inventory management. Service providers have also realized that with maturing market and increasing competition in Finance and Accounting Outsourcing (FAO) and Procurement Outsourcing (PO), SCM is a lucrative market to tap into. Consequently, we witnessed growing interest in SCM in the market as buyers seemed more open to outsourcing while providers were willing to make investments to expand their suite of services. In this research, we analyze the global SCM service provider landscape in 2016. We focus on: SCM PEAK Matrix for 2017 Everest Group analysis of service providers Service provider landscape Scope and methodology of this report: The report covers 11 SCM service providers with multi-process capability, namely, Accenture, Capgemini, EXL, Genpact, GEP, HCL, Infosys, OnProcess, TCS, Wipro, and WNS. Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report. Membership (s) Procurement Outsourcing (PO)

Introduction The PO service provider landscape is evolving, as players continually enhance their capabilities to seize new opportunities. Service providers are focusing on a variety of innovative strategies to create differentiation in an increasingly competitive market, and are merging consulting, outsourcing, and technology capabilities to create more transformative solutions for clients. Numerous themes have emerged against this backdrop, such as advanced/cognitive analytics, RPA, and automation that will provide a competitive edge in the future. In this research, we analyze the global PO service provider landscape in 2015. We focus on: 2016 PO PEAK Matrix and Star Performers Service provider delivery capability assessment Everest Group analysis on service providers The scope of analysis includes: Third-party PO deals, excluding shared services or Global In-house Centers (GICs) deals Over 1,500 multi-process PO deals signed as of 2015, with a minimum of three procurement processes, over US$1 million in ACV, and a minimum contract term of three years. Typically, managed spend is over US$50 million Coverage across 18 PO service providers with multi-process capability: Accenture, Aegis, Aquanima, Capgemini, Corbus, Genpact, GEP, HCL, HPE, IBM, Infosys, Optimum Procurement, TCS, Tech Mahindra, Wipro, WNS, Xchanging, and Xerox Global survey and one-on-one executive-level buyer interviews to understand how organizations perceive their PO engagements Content The report analyzes the performance of various PO service providers along six dimensions and includes the following: 2016 PO PEAK Matrix and Star Performers Everest Group classified 18 PO service providers on Everest Group’s proprietary PEAK Matrix framework into Leaders: Accenture, GEP, IBM, and Infosys Major Contenders: Aquanima, Capgemini, Corbus, Genpact, HPE, Tech Mahindra, Optimum Procurement, TCS, Wipro, WNS, Xchanging, and Xerox Aspirants: Aegis and HCL Based on service providers’ YoY movement on the PEAK Matrix, Everest Group identified five service providers as “2016 PO Market Star Performers” – Accenture, Capgemini, Genpact, GEP, and IBM Everest Group analysis on service providers We evaluated service providers along six dimensions – market success, scale, scope, technology and innovation, delivery footprint, and buyer satisfaction levels – to assess their overall PO capability Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.

Introduction Analytics is morphing from a good-to-have to must-have tool in any company’s toolkit while they go about achieving their strategic goals. Analytics has proven its worth beyond doubt, and conclusively, and this is being reflected in how companies are leveraging it more and more – going from basic reporting (couple of years back) to thinking about utilising IoT and cognitive automation capabilities in analytics. Unsurprisingly, the service providers are responding in similar light by investing in analytics capabilities, offering more services to buyers in non-traditional pricing models as well. The service providers’ universe is vibrant in itself, comprising traditional BPO providers as well as niche, analytics specialists. This study assesses the analytics business process capabilities of different service providers (legacy BPO providers and analytics specialists) and evaluates their positioning on the Everest Group PEAK Matrix. In this research, we focus on different aspects of the analytics BPS market: Relative positioning of 18 service providers on the Everest Group PEAK Matrix for Analytics BPS Analysis of service providers’ market shares Key strengths and development areas for service providers   Scope of analysis Analytics BPS offered by either BPO providers or analytics-focused specialists. It excludes pure IT services implementation of an analytics solution Coverage across all major industries and functional areas Coverage across 18 analytics BPS service providers, including Absolutdata, Accenture, Aegis, Capgemini, Chainalytics, Cognizant, EXL, Fractal Analytics, Genpact, HPE, IBM, Latentview, Minacs, Mu Sigma, TCS, Tech Mahindra, Wipro, and WNS Content This report provides insights into the global analytics business process services (BPS) market and examines the service provider landscape and its impact on the market. It focuses on service provider position & growth in the market, changing market dynamics & emerging service provider trends, and assessment of service provider delivery capabilities. Some of the findings in the report are: Everest Group classifies 18 analytics BPS service providers on Everest Group’s proprietary PEAK Matrix framework into: Leaders: Accenture, EXL, IBM, and TCS Major Contenders: Absolutdata, Capgemini, Cognizant, Fractal Analytics, Genpact, HPE, Latentview, Mu Sigma, Tech Mahindra, Wipro, and WNS Emerging Players: Aegis, Chainalytics, and Minacs Absolutdata, Accenture, and EXL have been identified as Star Performers on the Analytics BPS PEAK Matrix IBM, Accenture, and TCS are the top three largest Analytics BPS service providers by revenue IBM, Accenture, and Genpact account for almost 50% of the Analytics BPS clients Accenture and IBM have a major presence across all geographies Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.

Introduction The global multi-process PO market continued its robust growth of 12% in 2014. The year witnessed significant contractual activity with 98 new contracts. The PO service provider landscape is evolving, as players continue to invest in technological tools and new-age technologies. With the increasing focus on innovation, technologies, such as advanced/cognitive analytics, RPA, mobile solutions, and automation, will provide a competitive edge in the future. In this research, we analyze the PO service provider landscape across various dimensions: 2015 PO PEAK Matrix and Star Performers Service provider delivery capability assessment Everest Group analysis on service providers PO market share analysis The scope of analysis includes: Third-party PO deals; it does not include shared services or Global In-house Centers (GICs) Over 1,100 multi-process PO deals signed as of 2014, with a minimum of three procurement processes, over US$1 million in ACV, and a minimum contract term of three years. Typically, managed spend is greater than US$50 million Coverage across 18 PO service providers with multi-process capability, namely Accenture, Aegis, Aquanima, Capgemini, Genpact, GEP, HCL, HCMWorks, HP, IBM, Infosys, Optimum Procurement, Proxima, TCS, Tech Mahindra, Wipro, WNS, and Xchanging Global survey and one-on-one executive-level buyer interviews to understand how organizations perceive their PO engagements Content The report analyses the performance of various service providers of PO along six dimensions and includes: 2015 PO PEAK Matrix and Star Performers Everest Group classified 18 PO service providers on Everest Group’s proprietary PEAK Matrix framework into: Leaders: Accenture, GEP, IBM, and Infosys Major Contenders: Aquanima, Capgemini, Genpact, HCMWorks, HP, Proxima, Tech Mahindra, Optimum Procurement, TCS, Wipro, WNS, and Xchanging Aspirants: Aegis and HCL Based on YoY movement of different service providers on the PEAK Matrix, Everest Group identified three service providers as the “2015 PO Market Star Performers” – Accenture, GEP, and IBM Everest Group analysis on service providers We assessed the overall PO capability of service providers by evaluating them along six dimensions – market success, scale, scope, technology & innovation, delivery footprint, and buyer satisfaction levels PO market share analysis The PO market is concentrated in the hands of a few large players. IBM and Accenture are invariably the top two players in almost all segments and control almost 50% of the market share The top players have exposure to a wider array of buyer segments, while the other players focus largely on the large- or mid-market segment IBM, Accenture, and Xchanging accounted for more than 65% of the new contracts signed in 2014 Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.

Introduction Analytics is fast emerging as a must-have component of any solution to deliver additional value and generate strategic impact for organizations. Companies are leveraging analytics to augment their decision-support mechanism, such as assessing their business environment accurately, understanding customer needs, streamlining and automating processes, identifying underlying patterns, and predicting future trends. As a result, the demand for providers who can process structured and unstructured data effectively and obtain meaningful insights that can enable better quality decision making is now at its peak. This has spawned highly specialized analytics-focused providers at one hand and pushed traditional BPO providers to augment their analytics capabilities significantly on the other. This study assesses the analytics business process capabilities of different service providers (legacy BPO providers and analytics specialists) and evaluates their positioning on the Everest Group PEAK Matrix. In this research, we focus on different aspects of the analytics BPS market: Analytics Business Process Services (BPS) market overview Analytics BPS service provider landscape overview 2015 analytics BPS PEAK Matrix Key insights into the PEAK Matrix dimensions Key emerging themes in analytics Scope of analysis Analytics BPS offered by either BPO providers or analytics-focused specialists. It excludes pure IT services implementation of an analytics solution Coverage across all major industries and functional areas Coverage across 19 analytics BPS service providers, including Accenture, Absolutdata, CGI, Chainalytics, Dunnhumby, EXL, Fractal Analytics, Genpact, HP, IBM, Infosys, Minacs, Mu Sigma, Neeyamo, Opera Solutions, TCS, Tech Mahindra, Wipro, and WNS Content This report provides insights into the global analytics business process services (BPS) market and examines the service provider landscape and its impact on the market. It focuses on service provider position & growth in the market, changing market dynamics & emerging service provider trends, and assessment of service provider delivery capabilities. Analytics BPS market overview The global analytics BPS market has witnessed strong growth of over 35% Year-on Year (YoY) and is poised for accelerated growth in the future Rising demand for customized analytics solutions, primarily complex analytics and accelerating adoption in emerging geographies of Europe, Middle East, and Africa (EMEA) and Asia Pacific (APAC), will be the key growth drivers for the market Analytics BPS service provider landscape overview Analytics BPS service providers can be essentially classified into two categories: BPO providers and specialists BPO providers typically offer industry-agnostic analytics solutions and cater to a diversified client base, including their existing BPO clients Specialists leverage their proprietary Intellectual Property (IP)-based solutions and focus on increasing their penetration within specific buyer industries 2015 analytics BPS PEAK Matrix Everest Group classifies 19 analytics BPS service providers on Everest Group’s proprietary PEAK Matrix framework into: Leaders: Accenture, Genpact, Mu Sigma, IBM, and TCS Major Contenders: Absolutdata, Dunnhumby, EXL, Fractal Analytics, HP, Infosys, Opera Solutions, Tech Mahindra, Wipro, and WNS Emerging Players: CGI, Chainalytics, Minacs, and Neeyamo Key insights into the PEAK Matrix dimensions We assessed the overall analytics BPS capability of service providers by evaluating them along five dimensions – market success, scale, scope, technology solution, and delivery footprint Leaders outperform other players across nearly all the metrics assessed. They are further consolidating their position in the analytics BPS space Major Contenders, who also happen to be competing with Leaders at a certain level, are also bearing the brunt of the heightened competition. They are steadily ramping up their capabilities or improvising strategies to remain competitive in the arena Key emerging themes in analytics Productization, machine learning & automation, and outcome-based pricing are the three disruptive forces that will affect the analytics market in the coming years Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.