Banking BPO Digital Capability Platform (DCP) – Service Provider Landscape with Solutions PEAK Matrix™ Assessment 2019

29 Mar 2019
by Manu Aggarwal, Robin Jain

As the banking BPO industry shifts from arbitrage-first to digital-first model, buyers increasingly seek to understand the digital capabilities of service providers to eliminate/reduce human effort, improve efficiency, and drive better outcomes. While individual digital components (such as Robotic Process Automation (RPA) and analytics) are important, the impact is much higher when they are integrated and implemented collectively as a suite. Such a solution suite is referred to as Digital Capability Platform (DCP). The purpose of this research is to understand and assess service providers based on the suite of solutions offered by them in the banking BPO market.

In this research, we focus on:

  • Everest Group Solutions PEAK MatrixTM evaluation, a comparative assessment of DCP solutions of 19 banking BPO service providers, based on which the providers are segmented into three categories:
    • Leaders: Cognizant, Genpact, TCS, and Wipro
    • Major Contenders: Capgemini, Concentrix, Conduent, Exela Technologies, EXL, FIS, HCL, Infosys, Mphasis, NTT Data, Sutherland Global Services, and WNS
    • Aspirants: Conneqt, Datamatics, and Tech Mahindra
  • Service provider digital capability assessment
  • Remarks on key solution capabilities across the automation, insights, and interaction layers for each banking BPO service provider


Banking and Financial Services (BFS) - Business Process Outsourcing (BPO)


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