Introduction

In 2012-2013, BFSI buyers continued to remain under pressure to increase revenue, enhance customer experience, reduce costs, replace legacy systems, and meet regulatory requirements. To address these challenges, most banks focused on transforming themselves and increasing investments in technologies (such as social media, mobility, big data & analytics, and cloud computing) in order to enhance customer experience while simultaneously reducing their operational costs, better managing risk, and improving shareholder returns.

At the same time, service providers in the BFSI AO space also ramped up their capabilities, built up scale, and invested in newer technologies, developing and acquiring IP/proprietary solutions. Further, they also formed alliances that allowed them to undertake and deliver on large-sized, annuity AO engagements. The competitive intensity in the BFSI AO services space is at an all-time high. As a result, it is becoming difficult to differentiate service providers based purely on delivery capability. It is, therefore, critical to have a comprehensive, well-rounded, and a fact-based assessment of each service provider's BFSI AO value proposition. Everest Group has assessed the capability and market success of 20 AO service providers and has mapped them on Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix, which is a composite index of a range of distinct metrics related to a provider’s capability and market success.

In this research, we present detailed profiles of the 20 service providers featured on the insurance AO PEAK Matrix. Each service provider profile offers a comprehensive picture of their service suite, scale of operations, domain investments, delivery locations, and buyer satisfaction.

Scope

This report includes detailed profiles of the following 20 service providers:

• Insurance AO PEAK Matrix Leaders: Accenture, Cognizant, CSC, IBM, and TCS
• Insurance AO PEAK Matrix Major Contenders: Capgemini, CGI, HCL, HP, iGATE, Infosys, L&T Infotech, Mindtree, MphasiS, Syntel, and Wipro
• Insurance AO PEAK Matrix Emerging Players: Dell Services, Hexaware, Softtek, and Tech Mahindra

Contents

Each profile covers the following aspects for each featured service provider:

• General overview of the provider’s business, services, clients, and financials
• Highlights of the provider’s assessment across the PEAK dimensions – scale, scope, domain investments, delivery footprint, buyer satisfaction, and market success
• The provider’s insurance AO-related domain investments, including proprietary solutions, acquisitions, alliances, and partnerships
• Publicly-announced transaction activity by the provider in the insurance ITO domain during 2009-2013
• AO delivery footprint of the provider in offshore locations