Intelligent Automation in Business Processes (IABP) – Solution Provider Landscape with Solutions PEAK Matrix® Assessment 2020

3 Mar 2020
by Anil Vijayan, Prannav Srinivsan

Various digital factors are disrupting the Business Process Services (BPS) market on both the demand and supply side. Enterprises are looking for not only cost savings, but also next-generation benefits from their relationships, and solution providers have been quick to recognize this need to shift from the traditional labor arbitrage-driven model to digitally powered solutions. One of the most potent digital levers enabling this transformation is Intelligent Automation in Business Processes (IABP), which leverages RPA, Artificial Intelligence (AI), and advanced analytics to provide the benefits of higher speed, improved accuracy, enhanced customer experience, and reduced cost, among others.

This report examines the global IABP market and the solution provider landscape. It provides detailed analysis of service providers’ capabilities and market performance and their relative position on the Everest Group PEAK Matrix® and assists key stakeholders (technology vendors and solution providers) in understanding the IABP solution provider landscape.


Solution scope: IABP solutions, offered either on a standalone basis or as part of a broader BPO deal, along with the associated implementation, consulting, and maintenance services

Services scope: BPS

Geographic scope: Global

Solution provider scope: 24 providers, including leading broad-based BPS providers, consulting firms, and specialist system integrators whose offerings fall in one of the three categories:

  • IABP services that include implementation, consulting, and maintenance; the automation technology license is already with the enterprise
  • IABP solutions for which the solution provider sources the automation technology, as well as provides implementation, consulting, and maintenance service
  • Intelligent automation offered as part of a broader BPO deal within areas such as procurement, HR, and banking


In this report, we provide:

  • IABP PEAK Matrix 2020 positioning:
    • Leaders: Accenture, Capgemini, Cognizant, IBM, TCS, and Wipro
    • Major Contenders: DXC Technology, EXL, Genpact, Hexaware, HCL, Infosys, Mphasis, NTT DATA, PwC, Sutherland Global Services, Symphony, Tech Mahindra, and WNS
    • Aspirants: DigiBlu, Digital Workforce, Exela Technologies, qBotica, and RPATech
  • Everest Group’s assessment for the 24 IABP solution providers


Service Optimization Technologies (SOT)

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

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Finance & Accounting Outsourcing

Healthcare & Life Sciences Business Process Outsourcing

HR Services and Technology

Insurance - Business Process Outsourcing (BPO)

Procurement Outsourcing

Recruitment Process (RPO)


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