The dynamic IT-BP services industry presents both opportunities and challenges for providers, requiring them to have an in-depth understanding of emerging trends, evolving forces, and shifting competitive landscapes. Forces & Foresight™, our quarterly report focused on IT-BP providers, empowers providers with the intelligence they need to navigate this volatile environment. This report addresses five key questions that IT-BP providers struggle to answer: Where do I stand versus my competition in terms of growth and margins? How do the industry’s growth prospects look in the foreseeable future? Why? Which segments provide opportunities to grow faster than the industry? Why? How am I doing in these segments versus my competition? Am I dealing with the same forces that are impacting my competition’s margins?

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.

What is the Everest Group BPS Top 50™? The Everest Group BPS Top 50™ is a global list of the 50 largest third-party providers, based on their Business Process Services (BPS) revenues and Year-on-Year (YoY) growth. BPS is also referred to as business process outsourcing. First released in 2015, Everest Group publishes this list every year. Why the Everest Group BPS Top 50™? The global third-party BPS industry is valued at close to US$300 billion. Over the years, this industry has evolved significantly, both in breadth and depth of services. What started as a cost optimization concept focusing on non-core and back-office business processes, today permeates the entire business process value chain, addressing a wide variety of business objectives. The industry continues to attract many providers from a broad range of backgrounds and heritages. Everest Group estimates there are more than 250 providers today with more than US$50 million in revenues offering BPS services worldwide. Some are pure-play BPS providers, while others offer business services as part of a broader portfolio (IT services, consulting, technology products). Some are focused on a particular domain or geography, while others are broad-based. Some are listed, while others are privately held.  This list helps enterprises identify scaled-up providers and evaluate their functional coverage. It also helps BPS providers compare themselves against others in the industry. The list is not an analysis of provider capabilities but rather a factual representation of their business performance as measured by their revenues and growth in a particular year (see the methodology on Page 3). Please refer to specific Everest Group PEAK Matrix reports for a detailed assessment of providers’ performances across various BPS segments.  How is the BPS Top 50 determined? There are two distinct steps involved in determining the BPS Top 50: Qualification: only the 50 largest providers, based on their BPS revenue, qualify for the BPS Top 50 assessment Rank determination: providers are ranked based on their BPS revenue and YoY growth; growth has two parameters: absolute growth (measured as change in BPS revenue in US$ million) and percentage growth (measured as percentage change in BPS revenue)  

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

Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that strategic outsourcing and vendor management professionals can use to support a range of ongoing pricing and commercial discussions with providers, internal planning, and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H2 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact the total cost of ownership Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT applications and infrastructure, finance and accounting, contact center, and business consulting. It also includes drivers impacting ITO and BPO services pricing in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry-standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us

The US tariffs implemented on April 2, 2025, have generated uncertainty within the industry; however, a prompt 90-day suspension of most country-specific tariffs indicates the willingness of US administrations to engage in negotiations. This report provides an in-depth analysis of the current tariff dynamics and assesses their implications for the vulnerable industry sectors. It identifies the key factors influencing the revenue and margins of enterprises within these sectors and ranks them according to their degree of impact. Additionally, the report outlines the incidental implications for technology services in both the near term and the medium-to-long term for each industry sector. Providers can use this report to enhance their understanding of the effects of tariffs on their client industries and to develop strategies that align with both client priorities and their own capabilities. Contents Offers Everest Group’s perspective on the implications of ongoing tariff dynamics on vulnerable industry verticals, and outlines incidental implications on technology services in the near and medium-to-long term. Scope Industry: Manufacturing, Electronics, Hi-Tech, Retail & CPG, Telecom, Pharma Geography: Global

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

Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that can be used by Strategic Outsourcing and Vendor Management professionals to support a range of ongoing pricing and commercial discussions with service providers, plus internal planning and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H1 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact Total Cost of Ownership (TCO) Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT Applications, IT Infrastructure, Finance and Accounting, Contact Center, and Business Consulting. It also includes drivers that impact the pricing of ITO and BPO services in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us

In the IT and BPO outsourcing industry, growth rates have declined over the past eight quarters, testing business resilience, challenging providers, and evolving buyer expectations. However, the market is poised to see a reversal. Watch this webinar to hear our pricing experts reveal key commercial trends they have witnessed throughout outsourcing deals made in H1 2024. Specifically, they discussed the pricing of software and cloud platforms and outlined the potential implications of this year’s trends for buyers. Attendees came away with an understanding of where buyers can optimize their spend, where portfolios may be losing value, and potential solutions providers can offer in light of current shifts. What questions did the webinar answer? How has the demand for outsourcing services in APAC evolved in 2024? What are the top learnings and open questions around pricing model changes, generative AI, SaaS pricing, and their impact on commercials in IT and BPO deals? What is the outlook for pricing in APAC?