Mortgage Operations PEAK Matrix® Assessment 2020

30 Sep 2020
by Manu Aggarwal, Robin Jain, Nikita Agarwal, Akanksha Pathak

Mortgage operations are among the largest submarkets within banking operations and are becoming increasingly competitive as enterprises look for newer solutions to improve capabilities, expand footprint, and gain market share. Some of the factors shaping the mortgage industry include interest rate changes, shifts in consumer behavior, rise of digital elements, and the evolving regulatory environment. To stay competitive, enterprises are increasingly embracing digital technologies such as advanced analytics and cognitive aids to provide customers a seamless and personalized experience, which has become important given the pandemic. Consequently, enterprise demands from service providers have also moved beyond cost efficiencies to value additions to support their transformation agendas.

In this research, we present an assessment of 19 mortgage operations service providers featured on the Mortgage Operations – Services PEAK Matrix®. The assessment is based on Everest Group’s annual RFI process conducted over Q2 and Q3 2020, interactions with leading mortgage operations service providers, client reference checks, and an ongoing analysis of the mortgage services market.


We have studied the following mortgage operations service providers as part of this research: Accenture, Capgemini, Cognizant, Computershare Loan Services, Conduent, DXC Technology, Exela Technologies, EXL, HCL Technologies, Infosys, Mphasis-Digital Risk, Peoples Processing, Sourcepoint, Sutherland Global Services, Teleperformance, TCS, Unisys, Wipro, and WNS.

In this report, we cover vertical-specific mortgage operations. We have not covered horizontal business processes such as Finance and Accounting (F&A), Human Resources (HR), procurement, and contact center.


This report features 19 mortgage operations service provider profiles, each of which includes:

  • Relative positioning of the service provider on Everest Group’s PEAK Matrix® for Mortgage Operations
  • Service provider market impact
  • Service provider vision and capability assessment across key dimensions
  • Comments about the service providers


Banking Business Process

Sourcing and Vendor Management


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