Banking and Financial Services (BFS) firms are increasingly seeking providers that offer integrated front- and back-office solutions to optimize costs, streamline operations, and enhance customer experiences. This provider consolidation trend promotes greater accountability, accelerates time-to-market, and improves overall customer satisfaction. Traditionally distinct front- and back-office service providers are evolving, with many providers expanding their capabilities to offer seamless end-to-end solutions across the entire value chain.

This report explores the landscape of providers that have successfully integrated their offerings across key banking domains such as retail banking, lending, and payments. Some of these providers have secured large-scale, integrated deals through long-term client relationships, while others are capitalizing on opportunities within the small-to-mid market segment, particularly among FinTechs, where demand for comprehensive solutions is rapidly growing. Regionally, this shift toward integrated service models is most prominent in North America, the UK, and the APAC region, where BFS enterprises are embracing these offerings to stay competitive and agile in a dynamic market.

In this report, we analyze 18 leading providers featured on the Experience-driven Integrated BFS Operations PEAK Matrix^® Assessment 2024.

Scope of this report

• Geography: global
• Industry: market activity and investments of 18 providers providing front-to-back integrated services within the BFS industry
• Services: integrated BFS operations

Contents

In this report, we:

• Assess 18 integrated BFS BPS providers
• Position the providers on Everest Group’s PEAK Matrix^® framework as Leaders, Major Contenders, and Aspirants
• Compare providers’ key strengths and limitations

Memberships

Banking Business Process

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

CX Excellence

Sourcing and Vendor Management