This RadarView™ provides a holistic view of the leading service providers offering content trust and safety business process transformation services. It begins by summarizing key trends shaping the market’s supply side and continues with a detailed assessment of 17 service providers. Each profile presents an overview of the service provider, its key IP assets, a list of clients and partnerships, and brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, domain ecosystem, and investments and innovations.

Why read this RadarView?

As consumer expectations evolve, providers are prioritizing robust and transparent systems that uphold user privacy and data security while ensuring fairness and consistency in content moderation decisions. This includes developing explainable AI models, establishing clear and accessible appeals processes, and fostering collaboration with researchers and civil society organizations to address the dynamic challenges of online safety.

The Content Trust and Safety Business Process Transformation 2024–2025 RadarView™ highlights key supply-side trends in this space and Avasant’s viewpoint on them. It aids companies in identifying top service providers to assist them in content moderation services. It also analyzes each service provider’s capabilities in technology and delivery support, enabling organizations to select the right strategic partners for their content moderation requirements.

Featured providers

This RadarView includes a detailed analysis of the following trust and safety service providers: Accenture, Alorica, Appen, Chekkee, Cognizant, Concentrix, Conectys, Foundever, Genpact, Sutherland, TaskUs, TDCX, Tech Mahindra, Teleperformance, TELUS Digital, TTEC, and Wipro.

Methodology

Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, validation from their clients, and Avasant’s ongoing market interactions. The assessment is across the three dimensions of practice maturity, domain ecosystem, and investments and innovation, leading to our recognition of service providers that have brought the most value to the market over the past 12 months.

Table of contents

About the report (Page 3)

Executive summary (Pages 4–8)

• • Scope of the report
  • Avasant recognizes 17 top-tier providers offering content trust and safety business process transformation services
  • Provider comparison

Supply-side trends (Pages 9–15)

• • Content management and moderation services continue to lead the demand, with more focus on security and risk management and fraud and compliance.
  • Very large enterprises continue to drive content trust and safety outsourcing, while there is significant growth in large clients .
  • Time- and resource-based pricing models remain the predominant choice in content trust and safety services, driven by the dynamic nature of operations.
  • Social media and messaging platforms remain the largest revenue contributors, driven by the surge in user-generated content.
  • Service providers are prioritizing investments in human capital and practice development, enhancing workforce resilience and the range of service offerings.
  • Service providers are expanding their partnerships to integrate technologies and address the evolving challenges in content moderation and user protection.

Service provider profiles (Pages 16-50 )

• • Detailed profiles for Accenture, Alorica, Appen, Chekkee, Cognizant, Concentrix, Conectys, Foundever, Genpact, Sutherland, TaskUs, TDCX, Tech Mahindra, Teleperformance, TELUS Digital, TTEC, and Wipro.

Appendix (Pages 51-54)

• • RadarView assessment
  • Research methodology and coverage
  • Interpretation of classification

Key contacts (Page 55)

Read the Research Byte based on this report. Please refer to Avasant’s Content Trust and Safety Business Process Transformation 2024–2025 Market Insights™ for demand-side trends.