The Trust and Safety (T&S) industry has undergone significant changes, driven by the increasing volumes and diversity of content formats, the dynamic regulatory landscape online, and the need for nuanced regional content moderation services. Further, the demand for data annotation and AI support services has increased as enterprises continue to explore the use of generative AI for content creation and moderation.

The T&S landscape has providers across multiple categories – IT/BPO, Contact Center Outsourcing (CCO), and niche/specialist providers. These providers are increasingly becoming strategic enterprise partners and helping them to solve their challenges through augmented offerings, investments, and partnerships. Additionally, they are expanding their delivery landscapes by identifying and investing in talent-rich regions to enable localized operations.

In this report, we assess 27 T&S service providers and position them on the Trust and Safety Services PEAK Matrix^® as Leaders, Major Contenders, and Aspirants. Each provider profile offers a comprehensive picture of its key strengths and limitations. The study will enable buyers to choose best-fit providers based on their sourcing considerations

Scope

• All industries and geographies
• This assessment is based on Everest Group’s annual RFI process, interactions with leading T&S service providers, client reference checks, and ongoing analysis of the T&S market

Contents

In this report, we examine:

• Everest Group’s PEAK Matrix^® evaluation of 27 leading T&S service providers
• The competitive landscape of the T&S space
• Providers’ key strengths and limitations

Membership(s)

Trust and Safety