GLOBAL PREVIEW P E R F O R M A N C E E X P E R I E N C E A B I L I T Y K N O W L E D G E 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 Anupam Jain Amardeep Modi Rajesh Ranjan EGR-2015-11-MM-1548
25 th percentile Market success 75 th percentile 2015 Global Preview Everest Group PEAK Matrix for Banking BPO 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. Everest Group Performance Experience Ability Knowledge (PEAK) Matrix for banking BPO High Low Low Aspirants 25 th percentile 75 th percentile Leaders Major Contenders Genpact Accenture TCS Mphasis Xerox Wipro Avaloq Cognizant Sutherland HP Global Services IBM Serco Infosys Equiniti EXL HCL WNS CSC Tech Mahindra Polaris NIIT Technologies Syntel IGATE High Banking BPO delivery capability (Scale, scope, technology solutions & innovation, delivery footprint, and buyer satisfaction) Leader Major Contender Emerging Player Star Performer 1 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 Note: Assessment for Accenture, CSC, Equiniti, HP, IBM, NIIT Technologies, and Polaris excludes service provider inputs, and is based on Everest Group s estimates which leverage Everest Group s proprietary Transaction Intelligence (TI) database, ongoing coverage, service provider public disclosures, and interaction with buyers 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 Proprietary & Confidential. 2015, Everest Global, Inc. 2
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 Delivery capability Service provider Scale Scope Technology solutions and innovation Delivery footprint Buyer satisfaction Overall Market success Accenture NA 1 Avaloq Cognizant CSC NA 1 Equiniti NA 1 EXL Genpact HCL HP NA 1 IBM NA 1 IGATE Infosys Mphasis NIIT Tech. NA 1 1 Buyer satisfaction score and overall PEAK Matrix positioning adversely impacted for those service providers who did not provide adequate buyer references Proprietary & Confidential. 2015, Everest Global, Inc. 3
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 Delivery capability Service provider Scale Scope Technology solutions and innovation Delivery footprint Buyer satisfaction Overall Market success Polaris NA 1 Serco SGS 2 Syntel TCS Tech Mahindra Wipro WNS Xerox 1 Buyer satisfaction score and overall PEAK Matrix positioning adversely impacted for those service providers who did not provide adequate buyer references 2 Sutherland Global Services 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 Proprietary & Confidential. 2015, Everest Global, Inc. 4
Additional Information More details on the full report In the 45-page report, Banking BPO Service Provider Landscape with PEAK Matrix TM Assessment 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. Other BFSI BPO offerings 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 Our global services research offerings u Market Vista Global services tracking across functions, sourcing models, locations, and service providers industry tracking reports also available u BFSI 1 Information Technology u BFSI 1 Business Process u Healthcare & Life Sciences u Application & Digital u Cloud & Infrastructure u Global Sourcing u Locations Insider TM Subscription information u PricePoint TM u Finance & Accounting u Procurement u Human Resources u Recruitment Process u Contact Center u Transaction Intelligence 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 Custom services Strategic engagement review Price and service level benchmarking Competitive assessment Market opportunity assessment 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 1 Banking, financial services, and insurance Corporate Headquarters Office: +1-214-451-3000 info@everestgrp.com European Headquarters Office: +44-207-129-1318 unitedkingdom@everestgrp.com For more information about Everest Group, please contact: +1-214-451-3000 info@everestgrp.com www.everestgrp.com research.everestgrp.com www.sherpasinblueshirts.com Proprietary & Confidential. 2015, Everest Global, Inc. 5