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.

Introduction Specific cities in nearshore UK (Scotland, Northern Ireland, and Ireland) are witnessing growing interest as delivery locations for contact center services, especially in order to serve UK clients. Cultural affinity and time-zone similarity with UK, availability of skilled talent pool, low risk profile, coupled with cost savings makes these locations attractive options. This report provides in-depth assessment of seven key cities in the region, focusing on labor pool (both entry level and experienced), contact center outsourcing market, operating cost, market activity, and risk analysis. The report will aid buyers and service providers in understanding the opportunities and challenges offered by these locations for delivery of contact center services. Scope and methodology The focus of this report is contact center services delivery from nearshore UK locations across in-house centers and third-party service providers The report includes analysis of seven key cities in nearshore UK: Dublin, Cork, Limerick, Glasgow, Edinburgh, Belfast, and Londonderry/Derry Key dimensions of analysis include – contact center outsourcing market, labor pool, operating cost, market activity, and risk analysis The report leverages multiple sources of information – Everest Group’s proprietary databases (global in-house centers, service providers, market activity, cost, and labor pool), extensive advisory experience in supporting clients with location optimization decisions, and inputs from global services stakeholders and industry experts Contents The report provides detailed information and analysis of the contact center services delivery landscape in nearshore UK and is structured along the following sections: Summary and implications for buyers and service providers Market overview of the nearshore UK contact center services delivery industry Contact center outsourcing market in this region Assessment of key cities on parameters such as talent pool, market activity, operating cost, and risk Relative attractiveness of locations and associated trade-offs

Introduction Today’s Business Process Services (BPS) supplier market is a highly competitive space with providers from different heritages vying for the same set of buyers. In this scenario, technology is becoming a major differentiator. As a result, service providers are increasingly adding technology solutions to their BPS offerings. These solutions can vary in terms of functionality, deployment mode, hosting, pricing, and several other factors. Given this, buyers are finding it exceedingly difficult to choose the right partners for their journey from “as-is” to “to-be” state. In this context, this report provides a detailed view of each service provider’s offerings and capabilities from the lens of technology solutions for BPS. Content In this study, we analyze each service provider’s technology capability along the following dimensions: Solution characteristics in terms of: Scale of technology team within BPS Mix of standalone / platform-based and augmentation tools Key industries and business process horizontals served Share of new-age technology solutions such as those based on analytics, cloud, and digital Service providers’ experience and focus on RPA technologies Deployment flexibility in terms of tenancy and hosting characteristics of BPS technology solutions Pricing models leveraged for BPS technology solutions Recent partnerships/acquisitions in this area, along with the rationale for each A detailed list of technology solutions on offer including their type, functionality, and key areas served

Background of the study The global CCO market grew at ~5% in 2014 to reach US$70-75 billion, with deal activity on a steady growth path in the last four to five years. The year 2014 witnessed lower renewal rates as buyers looked beyond service performance and expected service providers to successfully manage changing business needs. Buyers are cautious and tend to start with a smaller scope at the beginning of an engagement that grows over time, as depicted by bigger sizes of the renewed contracts. The changing landscape of buyer requirements has had an impact on the solution characteristics that exist in the CCO market currently – higher onshore delivery, increased adoption of multi-channel solutions, emphasis on value-added services, and targeted investments to drive innovation through technology. In this study, we focus on CCO outsourcing segment to analyze the following: The CCO service provider landscape overview The CCO PEAK Matrix 2015 Key insights into PEAK Matrix dimensions Service provider comments Scope of analysis More than 1,000 CCO deals signed, as of December 2014 Global coverage across all major languages, geographies, channels, and industries Coverage across 25+ CCO service providers including, Aegis, Alorica, Atento, CGI, Concentrix, Contax, Convergys, Dell, EXL, Firstsource, Genpact, HCL, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom, Webhelp, Wipro, WNS, and Xerox Content This report examines the global CCO service provider landscape and its impact on the CCO market. It focuses on service provider positioning in the CCO market, changing market dynamics, and assessment of service provider delivery capabilities. Some of the findings in this report are: CCO service providers can be divided into three categories – CCO specialists, BPO pure-plays, and IT+BPO players. In 2014, BPO pure-plays and CCO specialists experienced faster growth, compared to IT+BPO players Though most of the service providers are present across geographies, no player holds a dominant position in all the markets. Similarly, apart from Teleperformance, no other service provider is a leading player across the industries Everest Group classifies 25+ CCO service providers on the Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix into three categories of Leaders, Major Contenders, and Aspirants. The PEAK Matrix is a framework to assess the relative market success and overall capability of service providers Leaders: Concentrix, Convergys, Sitel, Teleperformance, TeleTech, and Xerox Major Contenders: Aegis, Alorica, Atento, Contax, Dell, Firstsource, Genpact, HGS, HP, Minacs, Serco, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Transcom, Webhelp, Wipro, and WNS Aspirants: CGI, EXL, HCL, and Infosys Based on the relative YoY movement of each service provider, Everest Group identified six service providers as the “2015 CCO Market Star Performers” – Genpact, HCL, Sutherland Global Services, Teleperformance, Webhelp, and Wipro The PEAK Matrix Leaders, Major Contenders, and Aspirants were compared to identify differentiating strategy and operational capability across the dimensions of market success, scale, scope, technology solutions & innovation, delivery footprint, and buyer satisfaction Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.

The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 20+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a comprehensive picture of their scale of operations, recent developments & investments, technology solutions, and delivery locations. The report also provides insights into the global CCO service provider landscape. In addition to this, each profile provides the positioning of the service provider on the Everest Group PEAK Matrix with an insightful analysis of its capabilities. This compendium of profiles tracks 20+ CCO service providers including Aegis, Alorica, CGI, Concentrix, Dell, EXL, Firstsource, Genpact, HCL, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Webhelp, Wipro, WNS, and Xerox. Contents Each service provider profile captures the following CCO-specific details: CCO scale of operations: This includes key CCO leaders, CCO service suite, CCO FTEs, and recent developments Global CCO delivery locations: This includes details about the key delivery locations across the world CCO client portfolio: This includes number of clients, major clients, and CCO revenue split by geography and industry CCO investments: This includes overview of the key investments made in building CCO capabilities in the last few years Detailed assessment of CCO capabilities: This includes market success & delivery capability assessment and overall remarks on the capabilities of the service providers The objective of this compendium is to provide key stakeholders a snapshot of the offerings and capabilities of the 20+ major CCO service providers. While providers will be able to benchmark their areas of strength and those of development vis-à-vis other service providers in the marketplace, buyers and potential buyers of CCO will be able to assess the service providers in context of the desired set of capabilities.

Executive Summary Today enterprises are challenged by tectonic shifts in nearly every aspect of their businesses – economic, technology, demographic, and consumer preferences to name a few. To help them meet these challenges, organizations are adopting technology and automation solutions to enable best-in-class Business Process Services (BPS) outcomes. One technology gaining rapid favor is Robotic Process Automation (RPA) – essentially defined as automation that can handle rules-based and repetitive tasks without human intervention, or unassisted automation. Although the current BPS spend impacted by RPA is low, it grew at over 100% CAGR over the last two years and is expected ultimately to impact 30-40% of total BPS spend. There is good reason for this robust adoption – RPA has a lot to offer: cost reduction of 35-65% for onshore process operations and 10-30% in offshore delivery; improved service delivery in the form of process quality, speed, governance, security, and continuity; an investment recovery period as short as 6-9 months; and, a generally non-invasive, easy-to-manage nature. Of course, RPA is not without its challenges. Unclear or misplaced expectations, resistance from internal IT organization, and inability to create a true Total Cost of Ownership (TCO) model are some of the key challenges in RPA adoption today. Finally, thinking of RPA as a stand-alone panacea rather than an important technology lever among several others also limit unlocking strategic value. RPA has many wide-ranging implications for the BPS industry. Notwithstanding short-term pain of transition, if leveraged strategically, it can have a positive impact on BPS service provider revenue and operating margins in the medium-to-long term. Of course, this would significantly increase share of automation / technology-based revenues in BPS. The talent pyramid and mix in the BPS industry will likely change and so are the commercial constructs. This report “Seizing the Robotic Process Automation (RPA) Market Opportunity” examines the state of the RPA market today and its potential in the coming years. It offers a series of case studies across horizontal and vertical business processes and highlights lessons learned from early RPA adopters. This report also explores the “coopetition strategy” adopted by BPS service providers, RPA technology vendors, and specialist technology integrators and the various options it results in for a BPS buyer. Finally, it takes a look at the future implications of RPA on the BPS industry.

Introduction Service Delivery Automation (SDA) has the potential to offer high value in terms of inorganic reduction in costs and quick implementation. Moreover, this value is realizable at low risk as the system is largely non-invasive and easily remediable. As a consequence, all market participants, whether they are enterprises or business process services providers, are looking to enter this arena. However, SDA is a burgeoning market with technologies that are still relatively unknown to many potential buyers in terms of solution features, deployment models, supporting frameworks, and commercial aspects. In this context, the current report attempts to demystify the SDA market along these lines and compares & contrasts SDA technology vendors along Everest Group's Feature, Implementation, and impacT (FIT) Matrix. Content This study includes the following: SDA technology market size and growth Position of SDA technology vendors on Everest Group’s FIT Matrix and categorization of each solution across the following buckets: Leaders Challengers Optimizers Niche Champions Remarks on key strengths and opportunities for each of the SDA technology vendors Key insights into SDA technology market landscape along: Deployment models Data and process coverage of solutions Go-to-market approach Commercial models Tools from 10 SDA technology vendors were assessed: Automation Anywhere, Blue Prism, Exilant, Celaton, IPsoft, NICE (Robotic Automation), OpenSpan, UiPath, Softomotive (WinAutomation), and Xerox (XAI).

Introduction Service Delivery Automation (SDA) has the potential to offer high value in terms of inorganic reduction in costs and quick implementation. Moreover, this value is realizable at a much lower risk as the system is non-invasive and easily remediable. As a consequence, many market participants, whether enterprises or business process services providers, are looking to take a plunge in this arena. However, SDA is a burgeoning market with technologies that are still relatively unknown to many potential buyers in terms of solution features, deployment models, supporting frameworks, and commercial aspects. In this context, this report provides profiles of key SDA technology vendors and their products. This report complements the report titled “Service Delivery Automation (SDA) – The Story Beyond Marketing Messages and an Assessment of SDA Tools” which was published in December 2015. It provides further assessment of the technologies as part of Everest Group’s Feature, Implementation, and impacT (FIT) Matrix. Content Each vendor profile covers company overview, product overview, buyer location & industry mix, solution scope, technology characteristics, key clients, and Everest Group’s assessment of vendors across various dimensions. Tools from 10 SDA technology vendors were assessed: Automation Anywhere, Blue Prism, Celaton, Exilant, IPsoft, NICE (Robotic Automation), OpenSpan, Softomotive (WinAutomation), UiPath, and Xerox (XAI). The objective of this compendium is to provide stakeholders with a snapshot of the offerings and capabilities of the key SDA technology vendors. Specifically, the report allows vendors to compare their areas of strength and development with other vendors in the marketplace. It also helps existing and potential buyers of SDA technology to assess the vendors on the capabilities that they desire.

Executive Summary With the value proposition of Contact Center Outsourcing (CCO) moving primarily from cost containment to focus on business outcomes as well, service providers and buyers have started exploring more sophisticated pricing models. Buyers expect service providers to put skin in the game-share some risks. Due to this market shift there is growing interest in the outcome-based pricing model – i.e., a model where the service provider fees is based upon achieving certain pre-assigned business outcomes. This study draws insights from Everest Group’s existing research and combines it with recent service provider and buyer interactions to answer the following questions: What is the current adoption trend for outcome-based pricing model within CCO? What factors are driving increased adoption of outcome-based pricing within CCO? What are the key considerations to keep in mind while implementing an outcome-based pricing structure?

Introduction The global analytics BPS market grew by 35-40% in 2015 to reach ~US$4.5 billion, with tremendous interest in analytics having set the market on an accelerated growth path. Year 2015 witnessed buyers experimenting with advanced analytics solutions and technologies. The changing landscape of the buyer requirements had an impact on the solution characteristics that existed in the analytics BPS market – higher proportion of demand for advanced analytics, solutions for industries such as healthcare and hi-tech & telecom, as well as productized solutions.     Scope of analysis Coverage across 15 analytics BPS service providers including, Absolutdata, Accenture, Capgemini, Cognizant, EXL, Fractal Analytics, Genpact, HP, IBM, IGATE, Latentview, Minacs, TCS, Wipro, and WNS. Content This report will assist key stakeholders (buyers, service providers, and technology providers) understand the dynamics of the analytics BPS market and help them identify the trends and outlook for 2015-2016. In this backdrop, this report provides comprehensive coverage of the global analytics BPS market including detailed analysis of market size & growth, buyer adoption trends, analytics BPS value proposition & solution characteristics, and service provider landscape. Some of the findings in this report are: Growth in United States is being outdone by new demand driven by Continental Europe and Asia Pacific While CPG & retail and BFSI are the leading adopters of analytics BPS, industries such as healthcare and hi-tech & telecom are also now exhibiting high growth Scope of advanced analytics continues to rise within contracts, with BPO players catching up with specialists in this area by making investments in prescriptive and predictive analytics to meet the growing demand Areas such as Big Data, Internet of Things (IoT), and machine learning & automation are expected to drive growth in the analytics BPS market in the future Traditional BPO players, such as Accenture and IBM, dominate the market, but smaller specialists have witnessed higher growth based on their focus on innovation and analytics