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  • PEAK Matrix®

    June 16, 2025
    A Process mining software analyzes process-related information, primarily from event logs generated by enterprise systems (ERP, CRM, etc.), to offer a fact-based approach to discover, monitor, and optimize as-is processes across various industries and process areas. It is one of the fastest-growing markets in the intelligent automation space. To support enterprise objectives, technology providers are upgrading their process mining product capabilities. While providers continue to invest steadily in generative AI-based enhancements, some of them have also started exploring agentic AI capabilities. In this report, we assess 23 process mining technology providers and position them on Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile offers a comprehensive picture of the provider’s key strengths and limitations. The research will help buyers select the best-fit provider for their requirements, while providers will be able to benchmark themselves against their competition. Scope 
All industries and geographies Process mining software products sold on license, irrespective of any ongoing business or IT process outsourcing, or managed services This report is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading process mining technology providers, client reference checks, and an ongoing analysis of the process mining market Contents 
In this report, we: Position the providers on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, and Aspirants Offer an overview of process intelligence products Examine the process mining technology provider market’s competitive landscape Evaluate key process mining technology trends Assess providers’ key strengths and limitations
  • Viewpoint

    June 04, 2025
    Organizations must remain agile and efficient amid changing customer expectations, technology advances, and workforce dynamics. To gain a competitive edge, they are accelerating digital transformation initiatives by adopting digital enablers and automation. However, many continue to face challenges such as limited process visibility, documentation, and optimization – hindering their ability to identify bottlenecks, reduce manual errors, and make strategic decisions effectively. That is where Digital Interaction Intelligence (DII) comes in. DII provides a fact-based approach to discovering as-is processes, capturing user interactions, classifying tasks into processes without manual intervention, aggregating data and its business context across users and desktops, generating digital interaction graphs, and deriving relevant business insights for continuous process improvements. In this Viewpoint, we help enterprises build a compelling business case for adopting DII, ensuring successful outcomes and transformative results. Scope All industries and geographies Contents In this report, we examine DII, including its definition, architecture, applications, and business case.
  • State of the Market

    Dec. 27, 2024
    The impact sourcing ecosystem is rapidly expanding due to the growing interest in sustainable and socially responsible business practices. Enterprises and providers are increasingly incorporating diverse and underserved talent into their operations due to cost efficiency, access to specialized talent, and alignment with ESG and SDG objectives. Traditional providers dominate hiring volumes, while specialists see steady growth in revenue and headcount as they refine talent initiatives and partner with NGOs and educational institutions. Buyers recognize the dual value of cost benefits and corporate citizenship, advocating for more robust reporting and impact sourcing policies’ disclosure. In response, providers are investing in enhanced training programs, certifications, and technology upskilling, enabling impact workers to transition to more complex, higher-value roles. Despite generative AI’s disruptive potential concerns, agentic AI emerges as a promising tool to empower the impact workforce. Key market trends include the CXM industry’s increasing contribution to impact sourcing revenue, growing adoption of impact workers in MEA and APAC regions, and alignment with regulatory frameworks promoting fair labor practices. Governments support impact sourcing through incentives and regulations, while providers adopt inclusive hiring strategies and offer tailored employee support to complement workforce diversity and drive social impact. In this report, we explore macroeconomic drivers, buyer feedback, and generative AI’s influence on the impact sourcing space. Africa stands poised to lead the global impact sourcing growth, showing this approach’s transformative potential in fostering a purpose-driven and sustainable business landscape. The report aims to enable enterprises and providers to incorporate impact sourcing and other inclusive talent management strategies in their organizations. Scope Broad industry with a focus on impact sourcing talent strategy Geography: global Impact sourcing programs of both impact sourcing specialists and traditional service providers This report is based on primary and secondary data collection, conversations with market participants (buyers, outsourcing service providers, and impact sourcing specialists), and fact-based research Contents In this report, we analyze: The concept of impact sourcing and the comprehensive impact sourcing market landscape, including market size, trends, and talent portfolio Impact sourcing’s talent management practices across the hire-to-retire cycle Buyers’ take on impact sourcing Impact sourcing engagement case studies Technology’s role on the impact sourcing market and the future of impact sourcing programs Memberships This Market Report is available to All Memberships
  • Thematic Report

    Dec. 10, 2024
    Becoming a data-driven business is vital for improving stakeholder experiences and operational efficiencies. Manual techniques limit visibility into processes and tasks. Process mining analyzes structured data in processes, but user interactions with business applications go uncaptured. As most employees work on third-party applications, capturing user interaction data is essential for completely understanding end-to-end processes. Digital Interaction Intelligence (DII) addresses this gap by capturing and analyzing user interactions, offering insights into workflows, and enabling enterprises to unlock increased business value through more informed decisions and process optimizations. Everest Group’s DII Playbook comprehensively explains the DII solution’s key components and functionalities, including its applications, benefits, and use cases across industries and business functions. It highlights DII market characteristics, including its current market status and adoption across market segments. Additionally, the playbook offers valuable insights, methodologies, and practical guidance to enterprises at different stages of their process automation and transformation journeys to maximize their DII impact. Scope All industries and geographies Contents In this report, we: Evaluate the need for data-driven decision-making Analyze process mining limitations Examine DII, including its key components and product functionalities Assess DII applications, associated benefits, and use cases Understand DII market characteristics, including DII’s state of market and adoption Explore enterprises’ DII journeys Membership(s) Service Optimization Technologies Sourcing and Vendor Management
  • Tech Launch Perspective

    Nov. 20, 2024
    Celonis announced new features under its process intelligence capabilities at its Celosphere 2024 event, which took place October 23-24, 2024, in Munich, Germany. This release further strengthens Celonis’s AI and process intelligence-related efforts across industries to improve operational efficiency, boost employee productivity, and continuously optimize processes. In this report, we analyze the new features, including how well Celonis’s offerings align with enterprise objectives and requirements and identify the strengths and improvement areas. Scope All industries and geographies The report assesses the information Celonis released during the Celosphere 2024 event Contents In this report, we: Outline key AI-led process transformation objectives and requirements Examine themes driving and limiting demand Detail Celonis’s current positioning and its AI and process intelligence offerings Highlight key themes and analyze the new features’ strengths and improvement areas Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management
  • State of the Market

    Nov. 18, 2024
    Everest Group defines Digital Interaction Intelligence (DII) as an analytics product that offers a fact-based, technology-driven approach to understanding user interactions on various applications, particularly business applications. It captures user actions and metadata from multiple desktops to reconstruct and analyze processes available independent of professional services. The technology offers a data-based approach to process optimization through different applications and use cases spanning industries and process areas. In this report, we analyze the DII market, software providers, and third-party enablers (providers and system integrators). The report examines the market size, adoption trends, solution characteristics, product capabilities and trends, and the provider landscape. Scope All industries and geographies DII software products sold on license, irrespective of any ongoing business or IT process outsourcing or managed services Contents In this report, we examine: Process intelligence DII market overview Buyer insights DII solution characteristics DII product capabilities and trends DII provider landscape Market outlook for 2024-25 Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management
  • State of the Market

    Aug. 19, 2024
    Process mining is a software product that analyzes process-related information from event logs generated by enterprise systems (ERP, CRM, etc.) to offer a fact-based approach to discover, monitor, and optimize as-is processes. It is a data-based approach to process optimization through applications and use cases spanning industries and process areas. Process mining improves operational efficiency, process governance and compliance, and customer experience. To support enterprise objectives, providers are upgrading their process mining product capabilities and expanding their features and functionalities. In this report, we analyze the process mining market, software providers, and third-party enablers (providers and system integrators). The report also examines market size, adoption trends, solution characteristics, product capabilities and trends, and the provider landscape. Scope All industries and geographies Process mining software products that are sold on license, irrespective of any ongoing business or IT process outsourcing or managed services Contents In this report, we examine: Process intelligence Process mining market overview Buyer insights Process mining solution characteristics Process mining product capabilities and trends Process mining provider landscape Market outlook for 2024-25 Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management
  • PEAK Matrix®

    Aug. 13, 2024
    Digital Interaction Intelligence (DII) improves operational efficiencies, enhances employee experiences, boosts workforce productivity, and accelerates organizations’ digital transformation journeys. It is a fact-based, technology-driven approach to understanding user interactions, which is gaining traction in various industries across geographies. In response, technology providers are enhancing their product capabilities, features, and functionalities. Enterprises must diligently select the right-fit DII technology providers that suit their needs. In this report, we examine 19 DII technology providers and position them on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. The report also includes a competitive landscape, market share analysis, technology providers’ key strengths and limitations, and insights into DII advances. It will help enterprises select the right-fit technology provider for their needs and enable providers to benchmark themselves against competition. Scope All industries and geographies Contents In this report, we: Assess 19 DII technology providers Position the providers on the Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants Examine the DII technology provider market landscape Analyze key DII technology trends Compare providers’ key strengths and limitations Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management
  • Provider Compendium

    July 09, 2024
    Process mining drives operational excellence and facilitates enterprises’ digital transformation initiatives. It analyzes process-related information, primarily from event logs that enterprise systems (ERP, CRM, etc.) generate, offering a fact-based approach to discover, monitor, and optimize as-is processes. The global process mining market is growing, with diverse applications across business functions and industries. Process mining can enhance operational efficiencies, ensure process governance and compliances, and elevate customer experiences. To support enterprise objectives, providers are launching process mining products with advanced capabilities and innovative features and functionalities. Therefore, organizations must select the right enterprise-grade process mining solution to realize their expected benefits. This compendium provides accurate, comprehensive, and fact-based snapshots of 21 process mining technology providers’ offerings and capabilities. Each provider profile includes the company overview, recent deals and announcements, market adoption and client portfolio mix, product overview and partnerships, product features and functionalities, key enhancements, and capabilities. The report will enable buyers to select the best-fit provider for their needs. Scope All industries and geographies Process mining software products sold on license, irrespective of any ongoing business or IT process outsourcing or managed services This report is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading process mining technology providers, client reference checks, and an ongoing analysis of the process mining market Content In this report, we: Examine the company and product overview Analyze recent deals, partnerships, and announcements Evaluate market adoption and client portfolio mix Assess product capabilities and key enhancements Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management
  • PEAK Matrix®

    June 04, 2024
    Process mining analyzes process-related information from event logs generated by enterprise systems (Enterrpise Resource Planning (ERP), Customer Relationship Management (CRM), etc.), to offer a fact-based approach to discover, monitor, and optimize existing processes. It is one of the fastest-growing markets in the Intelligent Automation (IA) space, enhancing operational efficiency, ensuring process governance and compliance, and improving customer experience. This data-driven approach to process optimization has numerous applications and use cases across industries and process areas. To meet evolving enterprise objectives, providers are upgrading their process mining product capabilities, features, and functionalities. In this report, we assess 21 process mining technology providers and position them on Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile offers a comprehensive picture of the provider’s key strengths and limitations. The research will help buyers select the best-fit provider for their requirements while providers will be able to benchmark themselves against their competition. Scope All industries and geographies Process mining software products sold on license, irrespective of any ongoing business or IT process outsourcing or managed services This report is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading process mining technology providers, client reference checks, and an ongoing analysis of the process mining market Contents In this report, we: Position the providers on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, and Aspirants Offer an overview of process intelligence products Examine the process mining technology provider market’s competitive landscape Evaluate key process mining technology trends Assess providers’ key strengths and limitations Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management