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2 0 1 5 G L O B A L P R E V I E W
Banking Business Process Outsourcing (BPO) Service
Providers’ Assessment
Analyst Panel
2015 Global Preview
Everest Group PEAK Matrix for Banking BPO
Methodology
The PEAK Matrix is a framework to assess the relative market success and overall capability of service providers. Service providers are positioned on the PEAK Matrix based on evaluation across two key dimensions
Market success measured by revenue, number of clients, and YoY growth
Delivery capability measured by scale of operations, scope, technology solutions & innovation, delivery footprint,
and buyer satisfaction
Announcing the 2015 banking BPO Market Leaders
Accenture, Genpact, TCS, and Wipro are the current Leaders on Everest Group’s PEAK Matrix for banking BPO based on their market success and overall banking BPO delivery capabilities. The 2015 PEAK Matrix for banking BPO is based on a database of 400+ banking BPO contracts signed by 20+ service providers.
Leader
Major Contender Emerging Player Star Performer1
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for banking BPO
High 25 th p er ce n tile 75 th p er ce n tile 75thpercentile M ar ke t succe ss Low
Banking BPO delivery capability
(Scale, scope, technology solutions & innovation, delivery footprint, and buyer satisfaction)
Low 25thpercentile High
Major Contenders Leaders Aspirants Accenture TCS Genpact IBM CSC Equiniti Infosys Tech Mahindra Syntel Wipro Sutherland Global Services Serco Xerox Mphasis Avaloq HP Cognizant WNS HCL NIIT Technologies Polaris IGATE EXL
1 Everest Group also identified four service providers as the “2015 Banking BPO Star performers” – HCL, Sutherland
Global Services, TCS, and Wipro. This was based on the relative Year-on-Year (YoY) movement of different service
providers on the PEAK Matrix
Banking BPO Service Provider Assessment
Banking BPO services assessment dashboard
Best in Class Very High High Medium High Medium Medium Low Low Not Matured
Service
provider
Delivery capability
Market
success
Scale
Scope
Technology
solutions
and
innovation
Delivery
footprint
Buyer
satisfaction
Overall
Accenture
NA
1Avaloq
Cognizant
CSC
NA
1Equiniti
NA
1EXL
Genpact
HCL
HP
NA
1IBM
NA
1IGATE
Infosys
Mphasis
NIIT Tech.
NA
1Proprietary & Confidential. © 2015, Everest Global, Inc. 4
2015 Global Preview
Banking BPO Service Provider Assessment
Banking BPO services assessment dashboard
Best in Class Very High High Medium High Medium Medium Low Low Not Matured
Service
provider
Delivery capability
Market
success
Scale
Scope
Technology
solutions
and
innovation
Delivery
footprint
Buyer
satisfaction
Overall
Polaris
NA
1Serco
SGS
2Syntel
TCS
Tech Mahindra
Wipro
WNS
Xerox
Banking BPO growth is witnessing early signs of revitalization,
driven by stabilizing macroeconomic conditions and Increased
demand for regulatory compliance support from banks. In addition
to traditional solution components, buyers today are not only
demanding risk management and regulatory compliance support,
but also RPA, digital banking/payments support, and analytics to
help them drive effectiveness and efficiency
– Rajesh Ranjan, Partner
”
“
1 Buyer satisfaction score and overall PEAK Matrix positioning adversely impacted for those service providers who did not provide adequate buyer references
In the 45-page report, Banking BPO
– Service Provider Landscape with PEAK Matrix
TMAssessment 2015, 23 banking BPO service providers are categorized into Leaders, Major
Contenders, and Aspirants. This report is available for purchase
https://research.everestgrp.com/Product/EGR-2015-11-R-1546.
Publications
Banking BPO Annual Report
2015 – Heavy on
Technology, Low on People
– Future of Banking BPO
Commercial Insurance BPO
– Rise of Specialty Lines
Mortgage BPO – Service
Provider Landscape with
PEAK Matrix™ Assessment
2015
Custom services
Strategic engagement review
Price and service level
benchmarking
Competitive assessment
Market opportunity
assessment
Other BFSI BPO offerings
More details on the full report
www.e verestg rp.com
|
research.everestg rp.com
|
www.sh erpas inb lu esh irts.com
For more information about Everest Group, please contact:
+1-214-451-3000 | [email protected]
Our global services research offerings
u Market Vista
Global services tracking across functions, sourcing models, locations, and service providers – industry tracking reports also available
uBFSI1Information Technology uPricePointTM
uBFSI1Business Process uFinance & Accounting uHealthcare & Life Sciences uProcurement
uApplication & Digital uHuman Resources
uCloud & Infrastructure uRecruitment Process
uGlobal Sourcing uContact Center
uLocations InsiderTM uTransaction Intelligence
Subscription information
The full report is included in the following subscription(s)
– BFSI BPO
In addition to published research, a subscription may include analyst inquiry, data cuts, and other services If you want to learn whether your organization has a
subscription agreement or request information on pricing and subscription options, please contact us
Corporate Headquarters Office: +1-214-451-3000 [email protected] European Headquarters Office: +44-207-129-1318 [email protected]
Custom research capabilities
Benchmarking | Pricing, delivery model, skill portfolio
Peer analysis | Scope, sourcing models, locations
Locations | Cost, skills, sustainability, portfolio – plus a tracking tool Tracking services | Service
providers, locations, risk
Other | Market intelligence, service provider capabilities, technologies, contract assessment
