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  • NEW
    Thematic Report

    Nov. 14, 2025
    Global Business Services (GBS) organizations are increasingly delivering HR services that go beyond basic transactions, helping enterprises address rising demands for innovation, cost efficiency, and workforce transformation. This report analyzes how HR delivery is evolving within GBS, supported by advances in digital platforms, automation, and standardized governance models. Despite HR’s historically lower adoption levels in GBS compared to functions such as finance and IT, its role is becoming more strategic. Organizations are establishing centers of excellence to scale value-added activities such as talent acquisition, employee learning, and analytics-driven workforce planning. The report details adoption maturity across key HR subprocesses, highlighting where enterprises are expanding offshore and nearshore delivery capabilities. It also explores sourcing models, with a mix of in-house and third-party approaches used based on process sensitivity and complexities. As HR functions transform, mature GBS centers are emerging as enterprise enablers – leveraging AI, predictive analytics, and digital learning ecosystems to improve employee experience and workforce agility. Enterprise and GBS leaders can use this research to identify opportunities for optimization, benchmark maturity, and guide future HR service evolution.
  • NEW
    PriceBook

    Nov. 14, 2025
    The PriceBook is an off-the-shelf reference that strategic outsourcing and vendor management professionals and Customer Experience Management (CXM) leaders can use to support a range of ongoing pricing and commercial discussions with 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.
  • NEW
    Thematic Report

    Nov. 13, 2025
    Staffing providers are structurally shifting as they increasingly embrace managed services to mitigate the inherent volatility of contingent staffing and reposition themselves as strategic partners. This move is reshaping how services are delivered, moving from headcount-based fulfillment to outcome-focused engagements. Enterprises are responding positively, especially in areas such as application services, data management, contact centers, finance and accounting, and HR operations, where scale, flexibility, and accountability are essential. To support this transition, staffing firms are investing in new operating models, proprietary IP, automation tools, and offshore delivery centers. In IT services, adoption is strongest in application development, QA, and data services. In Business Process Services (BPS), early traction is evident in transactional functions, while emerging opportunities lie in compliance-heavy domains and AI-enabled service delivery. The report provides a deep dive into provider capabilities, emerging service models, market gaps, and growth opportunities, helping stakeholders navigate the evolving managed services landscape.
  • NEW
    Provider Compendium

    Nov. 12, 2025
    Conversational AI (CAI) and AI agents are transforming enterprise-customer engagement, evolving from scripted chatbots to intelligent, autonomous systems capable of real-time, human-like interaction. This shift is driven by rapid advances in voice AI, multimodal interfaces, and large language models that enable contextual understanding and dynamic task execution. As these technologies scale, enterprises are embedding AI across a wider range of customer-facing functions – from handling service requests to automating complex tasks such as refunds and appointment scheduling. This compendium provides comprehensive and fact-based snapshots of 22 CAI and AI agent technology providers and offers insightful analysis of their capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities.
  • NEW
    State of the Market

    Nov. 11, 2025
    Over the past two decades, Global Business Services (GBS) centers have evolved from cost-focused delivery hubs to integral strategic partners transforming enterprises. The GBS model today plays a pivotal role in enabling agility, scalability, and innovation across industries. The ongoing shift toward digitalization, coupled with macroeconomic uncertainties and talent-market realignment, has accelerated enterprises’ reliance on GBS centers to deliver higher-value outcomes. The GBS Data Book 2025 provides a comprehensive, data-driven view of theGBS landscape based on Everest Group’s proprietary GBS database, covering more than 5,800+ offshore/nearshore centers. This edition captures the latest trends shaping the GBS ecosystem, including the scale, scope, and maturity of GBS centers across industries, functions, and geographies. It analyzes center setup activity from 2021 through Q1 2025, spotlighting shifts in adoption patterns, delivery portfolios, digital maturity, and emerging locations. While the forthcoming GBS State of the Market report will contextualize these findings through strategic narratives and implications, the GBS Data Book 2025 serves as a companion data compendium, providing quantitative insights and factual benchmarks to support market sizing, strategy formulation, and investment decisions.
  • Pinnacle Model®

    Nov. 10, 2025
    Access to a skilled, future-ready workforce is becoming the defining factor for GCC success as they evolve from execution hubs to strategic partners in enterprise transformation. This Pinnacle Model® analysis identifies GCCs delivering the highest business impact through advanced skilling initiatives and capability maturity. These Pinnacle GCCs embed skilling into their broader talent strategies, aligning programs with employee career paths and business goals. Unlike their peers, they invest in dedicated learning infrastructure, prioritize digital delivery, and demonstrate measurable outcomes across cost, operational, and strategic metrics. The report explores how Pinnacle GCCs differentiate through five capability areas: vision and strategy, program design, team structure, execution and engagement, and infrastructure and investments. These centers are redefining how enterprises approach workforce development – building autonomous, technology-enabled teams and creating agile learning environments that support innovation and leadership development. The analysis offers benchmarks and best practices for GCC and enterprise leaders aiming to scale impact through purposeful skilling investments and holistic L&D strategies.
  • 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.
  • 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.
  • PEAK Matrix®

    Nov. 05, 2025
    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.
  • 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.