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™

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

The global sourcing market continued to evolve and grow rapidly in 2018, to cross US$196 billion. While global enterprises leverage different sourcing models to suit their objectives and requirements, Global In-house Centers (GICs) continue to be an integral component of the sourcing model, accounting for ~25% of the global services market. The success of the GIC model in India, Ireland, Poland, the Philippines, and China has led buyers to explore its application in other locations. While these countries continue to lead GIC activity, companies also established GICs in other parts of Asia, Central & Eastern Europe (CEE), Rest of Nearshore Europe (RONE) (which includes Ireland, Norther Ireland, Scotland, and Portugal), Latin America, and Middle East & Africa (MEA). Besides the geographic diversification, the GIC market also expanded across verticals and functions. Scope This research leverages Everest Group’s proprietary GIC database, the industry’s most comprehensive database on GICs. The analysis is based on the GICs that provide offshore delivery of global services and excludes shared service centers that serve domestic operations. Data from the GIC database and Everest Group’s experience in the GIC segment has been supplemented by knowledge on key themes of the study, sourced through interactions with people working in GICs This report is relevant to a broad set of stakeholders — buyers / parent organizations, service providers, GICs, and industry influencers (investors, industry bodies, etc.) Contents This report provides an in-depth analysis of the GIC landscape and trends. It covers market size, growth, and distribution of GICs by buyer portfolio, scale, functions supported, and offshore delivery locations. The research also provides an overview of the trends witnessed in the overall GIC landscape in 2018. These have been compared with the GIC activity for the previous two years, to bring forth key areas of differences. It also analyzes the GIC market across key offshore delivery locations, industry verticals, and functions: The location section covers GIC activity across India, Rest of Asia, Central & Eastern Europe (CEE), Rest of Nearshore Europe (RONE), Latin America, and Middle East & Africa. The subsection focuses on activity in the established as well as emerging delivery locations covering the GIC market size, number of new setups, and key cities in these locations The industry and function section analyzes the GIC market across key industry verticals — Banking, Financial Services, & Insurance (BFSI); Energy & Utilities (E&U); healthcare; manufacturing; retail & Consumer Packaged Goods (CPG); and technology & communication, and functions — business process – finance and accounting, human resource, supply chain, industry-specific processes, analytics, and customer care; information technology – application development & maintenance and infrastructure; and research & development / engineering The study concludes with a deep dive into the increasing insourcing of IT services delivery in GICs (including driving factors and case examples). Membership(s) Catalyst™

The global sourcing market continued to evolve and grow rapidly in 2017 to cross US$185 billion. While buyers leveraged different sourcing models as per their objectives and requirements, the GIC model continued to be an integral component of this evolution. The success of the GIC model in India, Poland, and the Philippines led buyers to explore its application in other locations. While these countries continue to lead GIC activity, companies also established GICs in other parts of Asia, Central & Eastern Europe (CEE), Rest of Nearshore Europe (RONE) (which includes Ireland, Norther Ireland, Scotland, and Portugal), Latin America, and Middle East & Africa (MEA). Besides the geographic diversification, the GIC market also expanded across verticals and functions. Scope This research leverages Everest Group’s proprietary GIC database, the industry’s most comprehensive database on GICs. The analysis is based on GICs providing offshore delivery of global services and excludes shared service centers that serve domestic operations. Data from the GIC database and Everest Group’s experience in the GIC segment has been supplemented by additional knowledge on key themes of the study, sourced through interactions with people working in GICs This report is relevant to a broad set of stakeholders — buyers / parent organizations, service providers, GICs, and industry influencers (investors, industry bodies, etc.) Content This report provides an in-depth analysis of the GIC landscape and trends. It covers market size, growth, and distribution of GICs by buyer portfolio, scale, functions supported, and offshore delivery locations. The research also provides an overview of the trends witnessed in the overall GIC landscape in 2017. This has been compared with GIC activity for the previous two years, to bring forth key areas of differences. It also analyzes the GIC market across key offshore delivery locations, industry verticals, and functions: The location section covers GIC activity across India, Rest of Asia, Central & Eastern Europe (CEE), Rest of Nearshore Europe (RONE), Latin America, and Middle East & Africa. The subsection focuses on activity in the established as well as emerging delivery locations covering the GIC market size, number of new setups, and key cities in these locations The industry and function section analyzes the GIC market across key industry verticals — Banking, Financial Services, & Insurance (BFSI); Energy & Utilities (E&U); healthcare; manufacturing; retail & Consumer Packaged Goods (CPG); and technology & communication, and functions (business process – finance and accounting, human resource, supply chain, industry-specific processes, analytics, and customer care; information technology — application development & maintenance and infrastructure; and research & development / engineering) The study concludes with an assessment of the role played by GICs to drive innovation for the enterprises (including enabling factors and case examples). Membership (s) Catalyst

The global sourcing market continued to evolve and grow rapidly in 2016 to cross US$175 billion. While buyers leveraged different sourcing models as per their objectives and requirements, the GIC model continued to be an integral component of this evolution. The success of the GIC model in India, Poland, and the Philippines led buyers to explore its application in other locations. While these countries continue to lead GIC activity, companies also established GICs in other parts of Asia, Central & Eastern Europe (CEE), Rest of Nearshore Europe (RONE) (which includes Ireland, Norther Ireland, Scotland, and Portugal), Latin America, and Middle East & Africa (MEA). Besides the geographic diversification, the GIC market also expanded across verticals and functions. Scope This research leverages Everest Group’s proprietary GIC database, the industry’s most comprehensive database on GICs. The analysis is based on GICs providing offshore delivery of global services and excludes shared service centers that serve domestic operations. Data from the GIC database and Everest Group’s experience in the GIC segment has been supplemented by knowledge on key themes of the study, sourced through interactions with people working in GICs This report is relevant to a broad set of stakeholders — buyers / parent organizations, service providers, GICs, and industry influencers (investors, industry bodies, etc.) Content This report provides an in-depth analysis of the GIC landscape and trends. It covers market size, growth, and distribution of GICs by buyer portfolio, scale, functions supported, and offshore delivery locations. The research also provides an overview of the trends witnessed in the overall GIC landscape in 2016. This has been compared with GIC activity for the previous two years, to bring forth key areas of differences. It also analyzes the GIC market across key offshore delivery locations, industry verticals, and functions: The location section covers GIC activity across India, Rest of Asia, CEE, RONE, Latin America, and MEA. The subsection focuses on activity in the established as well as emerging delivery locations covering the GIC market size, number of new setups, and key cities in these locations The industry and function section analyzes the GIC market across key industry verticals — Banking, Financial Services, & Insurance (BFSI); Energy & Utilities (E&U); healthcare; manufacturing; retail & Consumer Packaged Goods (CPG); and technology & communication, and functions (business process – finance and accounting, human resource, supply chain, industry-specific processes, analytics, and customer care; information technology – application development & maintenance and infrastructure; and research & development / engineering The study concludes with an assessment of the likely impact of President Trump’s job protection policies on the GIC model and its implications for enterprises. Membership (s) Catalyst