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  • NEW
    Provider Compendium

    Nov. 07, 2025
    Enterprises are increasingly adopting cloud-based communication platforms to integrate messaging, voice, video, and other interaction channels into business processes without heavy infrastructure investments. Communication Platform-as-a-Service (CPaaS) solutions enable scalable, programmable communication capabilities through APIs, SDKs, and low-code frameworks, thus supporting diverse use cases across marketing, customer service, and operations. As the market matures, providers are transitioning from core communication enablement to comprehensive, AI-powered engagement platforms that combine analytics, orchestration, and automation. Emerging differentiators include conversational AI, sentiment analysis, generative AI-driven bots, and integration with enterprise systems such as CRM and ITSM platforms. This compendium profiles nine leading CPaaS providers, detailing their capabilities, offerings, commercial models, and partnerships. The analysis draws on Everest Group’s annual RFI process (CY2025), provider briefings, and client references. Stakeholders can use this report to compare provider maturity, compare innovation roadmaps, and guide partner selection for communication modernization initiatives.
  • NEW
    PriceBook

    Nov. 05, 2025
    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.
  • NEW
    Provider Compendium

    Nov. 03, 2025
    Customer Experience Management (CXM) is entering a new evolutionary phase – one defined by AI-native execution. This report explores how leading providers are responding to a rapidly shifting market where intelligent systems can not only predict customer behaviors but also act autonomously through agentic AI. Generative AI has become operational at scale, powering real-time assistance, dynamic content generation, and increasingly proactive customer engagement models. These advances are prompting providers to reposition themselves as technology, talent, and strategy orchestrators – often through ecosystem partnerships that enable faster innovation and measurable value. The compendium profiles 56 providers worldwide, detailing their capabilities, strategic investments, geographic coverage, and differentiation areas. Enterprises will find insights on emerging delivery models, investment priorities, and regional trends. The report will enable providers to benchmark their capabilities against their peers, while CXM services buyers will be able to assess the providers based on the desired set of capabilities.
  • Provider Compendium

    Oct. 27, 2025
    The Loyalty Platform – Provider Compendium 2025 provides detailed and fact-based snapshots of 12 loyalty platform providers. Each profile offers a structured overview of the provider’s product and capability focus areas, including platform suite and deployment models, adoption by geography/industry/buyer size, recent developments and investments, key IP and accelerators, integrations and partnership ecosystems, and representative client case examples. The analysis reflects how loyalty platforms are evolving amid tighter privacy/identity expectations, pragmatic buyer preferences for quick integration and ease of use, and the growing role of AI across decisioning, personalization, and operations. The compendium will enable providers to benchmark their capabilities against peers on product depth, ecosystem maturity, and market traction. It will also empower loyalty technology buyers to assess providers based on evidence-backed capabilities and their fit for purpose across industries and regions.
  • Provider Compendium

    Oct. 09, 2025
    Enterprises are moving from point solutions to scalable cloud contact centers to improve resilience, speed, and customer outcomes. Contact Center-as-a-Service (CCaaS) platforms deliver core capabilities for omnichannel interaction management, including Automatic Call Distribution (ACD), IVR and self-service, workforce optimization with forecasting and scheduling, and analytics for performance and quality. Providers address diverse regulatory, localization, and integration needs across geographies and industries. As AI integration accelerates, providers are evolving from basic cloud contact center tooling to end-to-end experience platforms powered by agent assist and autonomous agents. This compendium profiles 19 providers, detailing their capabilities, offerings, commercial models, and partnerships. The analysis is supported by Everest Group’s annual RFI process (CY2024-25), provider interactions, and client references. Stakeholders can use the analysis to align provider shortlists with operating models, compliance needs, and transformation roadmaps.
  • PEAK Matrix®

    Sep. 30, 2025
    Conversational AI is transforming enterprise-customer interactions, evolving beyond legacy scripted chatbots and IVR systems to deliver intelligent, contextually aware experiences. With rising enterprise investments in voice AI, organizations are enabling natural, human-like conversations that reflect tone, cadence, and emotion, while autonomous AI agents are independently handling end-to-end tasks such as scheduling, refunds, and knowledge curation. The rapid maturation of large language models is driving these advances, empowering AI systems with stronger comprehension, multi-turn dialogue management, and adaptability across languages, industries, and use cases. Simultaneously, AI-driven copilots are augmenting live agents by surfacing contextual insights, recommending next actions, and automating post-interaction tasks to improve both customer and employee experiences. In this report, Everest Group assesses 26 conversational AI and AI agent providers, categorizing them as Leaders, Major Contenders, and Aspirants based on their market impact and delivery capabilities. Star Performers are also identified, recognizing providers that have shown exceptional year-over-year improvement. This research helps enterprises identify the right-fit partners for their transformation journeys and enables providers to benchmark their offerings against peers.
  • Viewpoint

    Sep. 25, 2025
    As AI adoption accelerates in Banking and Capital Markets (BCM), CX leaders are under increasing pressure to move beyond pilots and deliver tangible, enterprise-wide value. While AI is now the top technology investment driver in the sector, most generative AI proofs of concept still fail to reach production, revealing a persistent execution gap. This report brings forth real-world insights from a June 2025 CX roundtable hosted by EXL and Everest Group, identifying key strategies to help leaders bridge that gap. The report outlines five core lessons to unlock AI’s full potential: prioritize early productivity wins, adopt flexible sourcing models, institutionalize responsible AI governance, implement Systems of Execution (SoE) to accelerate insight-to-action loops, and align on impact metrics to sustain momentum. It emphasizes that strategic advantage will come from deploying AI capabilities that are not just innovative but operationally scalable and regulatory resilient. Leaders can use this report to align stakeholders, overcome adoption friction, and deliver differentiated CXs in real time.
  • Provider Compendium

    Sep. 18, 2025
    Retail and Consumer Packaged Goods (RCPG) enterprises are under increasing pressure to transform amid economic uncertainties, changing consumer behaviors, and accelerated technology adoption. To remain competitive, these organizations are prioritizing operational efficiency, direct-to-consumer models, and personalized engagement, while also embedding sustainability into core strategies. This has elevated the role of external providers that can bring a combination of deep industry knowledge, digital expertise, and flexible delivery models. In this context, the report examines how providers are tailoring their offerings with gen AI, cloud-native solutions, and verticalized services to meet the specific needs of RCPG clients. In this compendium, we present comprehensive and fact-based snapshots of the 27 providers featured across the Retail Services PEAK Matrix® Assessment 2025 and CPG Services PEAK Matrix® Assessment 2025. Each provider’s profile comprehensively outlines its service focus, key intellectual property / solutions, domain investments, and case studies. The assessment is based on Everest Group’s annual RFI process for calendar year 2025, interactions with leading providers, client reference checks, and an ongoing analysis of the RCPG services market.
  • Thematic Report

    Sep. 17, 2025
    Market Vista™ Q3 2025 presents data, analysis, and insights on transaction trends, major outsourcing deals, provider developments, including the latest developments in next-generation technologies such as digital services, Global Business Services (GBS) market dynamics, and emerging trends in offshoring.
  • PEAK Matrix®

    Sep. 16, 2025
    The global CXM services market is advancing significantly across the Americas, APAC, and EMEA, towards AI-native execution, driven by agentic AI and generative AI moving into production. Enterprises are increasingly investing in intelligent systems, particularly those powered by AI, to anticipate customer needs and act on them. At the same time, many enterprises have advanced some gen AI use cases from experimental pilots into full-scale production, enabling transformative applications such as dynamic content creation, real-time agent assistance, and proactive customer engagement. CXM service providers are evolving into sophisticated orchestrators, blending advanced AI technologies with deep process expertise, industry domain knowledge, and consulting capabilities. This evolution is reinforced by strategic ecosystem partnerships with leading technology providers that enhance differentiation and deliver measurable business impact. As a result, CXM is no longer viewed as a supporting function but as both a growth accelerator and a resilience pillar for enterprises striving to attract, retain, and delight customers in an increasingly competitive marketplace. In this research, we assess 61 CXM service providers worldwide featured across 4 CXM Services PEAK Matrix® Assessments and evaluate their market success and vision and capabilities. Each provider profile offers a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies.