The Global Capability Center (GCC) setup market continues to gain momentum, with India maintaining its position as the leading destination for GCC setups, supported by its deep talent base, cost efficiency, regulatory maturity, and robust digital infrastructure. However, setting up GCCs comes with its own challenges. Enterprises often struggle with issues such as limited market knowledge, lack of experience in running centers, talent-related constraints, and more. To address these challenges, many are increasingly partnering with providers for support in establishing GCCs. As a result, provider-supported GCC setups have grown significantly in recent years, with enterprises adopting models such as build-operate-transfer, assisted setups, and joint ventures. Leading providers combine advisory expertise with execution strength, leveraging accelerators, partner ecosystems, and local market knowledge to enable faster and more resilient setups. This report presents Everest Group’s PEAK Matrix Assessment 2025 on GCC setup capabilities in India, evaluating 32 leading providers based on market impact and vision and capability. It segments providers into Leaders, Major Contenders, and Aspirants, highlights key market trends, and offers strategic sourcing insights for enterprises. The study draws on Everest Group’s proprietary research, annual RFI process, provider interactions, and client feedback.

Global Capability Centers (GCCs) are rapidly evolving from cost-focused delivery hubs into strategic business transformation enablers. They now drive enterprise-wide innovation, enhance customer and employee experiences, and deliver measurable business impact. Key trends shaping this evolution include rising demand for digital modernization, greater adoption of generative and agentic AI, domain-led IP creation, and a stronger emphasis on resilience and value realization. As this shift accelerates, providers are emerging as key GCC transformation journey partners. They help enterprises reimagine the role of GCCs by driving process modernization, advancing functional transformation, embedding next-generation technologies, and fostering innovation. To provide a comprehensive view of how providers are supporting this evolution, Everest Group assesses 34 leading providers offering transformation services to GCCs in India in this PEAK Matrix® report. It evaluates providers across two key dimensions – market impact and vision and capability, and classifies them as Leaders, Major Contenders, or Aspirants.

The Global Capability Center (GCC) market continues to grow steadily at ~6% YoY, fueled by access to scalable talent, favorable cost structures, mature ecosystems, and low entry barriers. As GCCs evolve beyond traditional service delivery, they are increasingly becoming innovation, capability development, and enterprise transformation hubs. This shift presents a significant opportunity for providers. Enterprises are seeking end-to-end support across the GCC lifecycle. Providers are key in establishing GCCs through Build-Operate-Transfer (BOT), assisted/virtual, and joint venture models. Additionally, they enable access to talent through staff augmentation and managed services. There is strong momentum around GCC transformation, with providers helping to reimagine processes, technology, and functional operations. Strategic carve-outs and GCC acquisitions represent another area where providers are actively engaged. To capitalize on these opportunities, providers are increasingly aligning with client expectations across capabilities, commercials, culture, and compliance. In this report, we provide a comprehensive analysis of the offshore and nearshore GCC landscape and strategic implications for providers.

As Global In-house Centers (GICs) gain prominence worldwide, enterprises are increasingly leveraging providers to optimize their in-house delivery capabilities. This focus has become even more critical in today’s challenging economic environment, where enterprises face significant pressures related to talent and cost management. Enterprises are engaging with providers in three key areas across GIC life cycle: setting up GICs, through assisted, joint venture, and build-operate-transfer models; carving out existing GICs; and transforming GICs to meet new demands. Notably, the setup space has evolved significantly in recent years, particularly in India, where provider-assisted setups now account for ~50% of all new GIC setups. As enterprises navigate the market to identify the ideal partner for their GIC setup needs, they encounter options ranging from major global providers to specialized local firms. This plethora of choices can be overwhelming, making the decision a crucial and strategic one. To aid enterprises in making informed decisions, this report utilizes Everest Group’s proprietary PEAK Matrix® framework to evaluate 24 providers’ capabilities in the GIC space. Our analysis covers two critical dimensions: market impact and vision and capability. This research will not only help enterprises find the right provider for their GIC setup needs but also enable providers to benchmark their offerings against the competition, ensuring they meet market expectations and client needs effectively. Scope GIC setups in India, across all service lines and verticals Contents In this report, we: Categorize 24 providers as Leaders, Major Contenders, and Aspirants Study providers’ key strengths and limitations Memberships Catalyst™

Our research on key issues in the global services market is based on annual surveys, offering valuable insights into the global sourcing industry. Despite concerns about challenging macroeconomic conditions and geopolitical adversities, enterprises remain optimistic. In 2024, the focus will be on improving efficiency, operating with leaner resources, and prioritizing revenue growth through streamlined efforts and cost-reduction strategies. While the global IT-BP services industry expects modest growth, the Global Business Services (GBS) model is gaining popularity, prompting providers to align with growing enterprise expectations. The technology landscape will emphasize productivity and resilience, with a cautious yet progressive approach to adopting generative AI. This report, based on a study conducted in October and November 2023, engages senior stakeholders from global enterprises across multiple departments, including GBS. It provides insights into how leading global enterprises have navigated 2023 and their strategies to deliver accelerated value in a dynamic world as they plan for 2024. Scope Geography: global Industry: cross-industry Services: IT and business process services Contents In this reort, we examine: Top business challenges and priority shifts as we approach 2024 Key themes shaping the IT-BP industry in these uncertain times Generative AI adoption Membership(s) GBS/SS

Global companies have built strong GBS model over the last three decades, with more than 7,500 GBS organizations forming an extensive network across geographies and industries, offering a diverse set of capabilities across core operations, IT, and corporate functions. Events of the past few years such as COVID-19, talent shortages, economic pressures, and supply-chain disruptions, have created immense pressure on global organizations. Despite these, the GBS model has been instrumental in helping to meet the resulting challenges through cost optimization, continuous improvement, transformation, and innovation initiatives. This intersection of rising demand and increasing capability puts the GBS model at an inflection point, creating an opportunity to break through boundaries to firmly root itself as a strategic partner to their enterprises. In this report, we leverage Everest Group’s proprietary GBS database, the industry’s most comprehensive database covering more than 7,500 GBS centers, to provide an in-depth analysis of the state of the GBS market in 2023. We identify key trends, associated opportunities and challenges of the GBS market, and success-driving initiatives that leading GBS organizations are implementing. Scope Industry: all Geography: offshore/nearshore regions Contents In this report, we examine: State of the GBS market in 2023 Key challenges for GBS organizations Success-driving initiatives that leading GBS organizations are implementing Membership(s) Catalyst™ GBS/SS

Over the past decade, the IT-BP services industry has grown significantly and has successfully adapted its value propositions and associated strategies to meet evolving business requirements, leading to increased global adoption. Today, organizations worldwide view offshore and nearshore locations as strategic tools to gain access to talent, enhance service delivery resilience, drive business innovation, and enter new consumer markets. Consequently, enterprises are establishing Global Business Service (GBS) centers in offshore and nearshore locations to mitigate location concentration risks, manage cost pressures, and gain access to skilled talent. While these GBS centers were traditionally setup, operated, and funded solely by enterprises (De Novo setup model), innovative setup delivery models are now being explored that strike a balance between in-house capabilities and external expertise. One such innovative service delivery model that has gained prominence in recent years is the Build-Operate-Transfer (BOT) model. Given the current uncertain times, the BOT model stands out as a particularly relevant option, offering enterprises the advantages of lower short-term investments and a better scope for reevaluating long-term business priorities. At the same time, providers are open to embracing this construct to retain existing clients and attract new ones. In this viewpoint, we examine the growing significance of the BOT setup construct and its associated complexities. Special emphasis is placed on the best-in-class strategies that organizations are employing to ensure the successful implementation of a BOT model. Scope All industries and geographies Content In this viewpoint, we examine the growing significance of the BOT setup construct and cover the following topics: GBS center setups – moving beyond the traditional model The resurgence of the BOT delivery model – now is the time Understanding the complexities of BOT and defining success Strategies to mitigate challenges associated with BOT Membership(s) Catalyst™ GBS/SS

As global in-house centers (GICs) gain traction worldwide, enterprises are seeking insights into how to effectively leverage providers to grow their GICs. This pursuit has gained greater significance in today’s turbulent economic climate, where enterprises grapple with substantial talent and cost pressures. In their endeavor to cultivate or expand their in-house delivery capabilities, enterprises are increasingly open to receiving assistance from providers. Within this context, enterprises can seek provider support in three primary areas: establishing GICs (largely through assisted, joint venture, and build-operate-transfer models), carving out GICs, and transforming GICs. However, as enterprises assess the market to identify a suitable partner to support them in this endeavor, they are confronted with multiple options, ranging from major global providers to more specialized local counterparts. The abundance of options can cause confusion among enterprises, for whom this is a very strategic and critical decision. In this report, we leverage Everest Group’s proprietary PEAK Matrix® framework to evaluate 12 providers’ global in-house center-focused capabilities across two key dimensions – market impact and vision and capability. The research will help enterprises select the right-fit provider for their needs, while providers will be able to benchmark themselves against the competition. Scope All industries and geographies Contents In this report, we: Categorize 12 providers as Leaders, Major Contenders, and Aspirants Study providers’ key strengths and limitations Membership(s) Catalyst™ GBS/SS

Generative AI is rapidly reshaping the landscape of Global Business Services (GBS). Various industries stand to gain immense potential from adopting generative AI in GBS, as it impacts business processes spanning marketing, customer service, code generation, and process optimization. However, the shift to generative AI presents its own challenges. GBS leaders are grappling with issues such as data privacy, ethical considerations, and integration complexity. The report highlights some of these challenges and identifies key concerns that GBS leaders need to address to ensure successful and responsible integration of generative AI. GBS leaders are unclear on the path forward to navigate the exciting yet complex landscape of generative AI. To ensure successful integration at their organizations, the report underscores the significance of taking a holistic approach that encompasses technology, people, processes, and continual learning and adaptation. In this report, we examine the recent developments in generative AI and its potential significance in the GBS domain. It also explores the factors fueling the hype and outlines how GBS organizations can leverage this technology to improve customer interactions, streamline operations, and automate tasks. By illustrating initial use cases and real-world examples, the report illustrates how companies are utilizing generative AI to drive efficiency and enhance user experience. Scope Industry: global services Geography: global Contents In this report, we analyze the recent developments in generative AI along with some of the potential use cases across the industry and business process areas. We also examine the adoption of generative AI in global services, highlighting the associated risks.

Our global services market Key Issues research is based on annual surveys that capture the market’s pulse on vital aspects of the global sourcing industry. Uncertainty, inflation, and macroeconomic instability are the buzz words defining the global business environment in 2023. Businesses are acting on forecasts of a fast-approaching recession and adopting a cautious outlook to growth in the coming year. However, what makes this recession different from previous ones is the significant talent shortage accompanying it. In recent years, the IT-BP industry has been facing an acute talent gap, which is expected to continue under the present recessionary sentiments. Most organizations are also minimizing cost/price pressures in the face of growing inflationary headwinds, especially as providers look to increase bill rates. The recessionary pressures are expected to increase as services demand stabilizes following the pent-up demand in 2022. This report presents the results of a survey that was conducted over October and November 2022 among senior stakeholders of global enterprises from different departments, including Global Business Services (GBS) organizations and providers, to understand their plans for 2023. The research also describes how GBS organizations have been impacted in 2022 and their plans to develop resilience in these uncertain times. Scope All industries and geographies Services: IT and BPS Contents In this research, we examine: Top business challenges and business model changes in 2022 Outlook and priorities for 2023 Key themes defining the IT-BP industry during these uncertain times