This report provides businesses with a view of the customer experience (CX) center services landscape. It begins with a summary of key enterprise and outsourcing trends and identifies the right service providers companies can engage with to reshape the customer service function. We continue with a detailed assessment of 29 service providers offering CX center services. Each profile provides an overview of the service provider, its CX center services capabilities and solutions, a list of representative clients and partnerships, and brief case studies. Each profile concludes with analyst insights on the provider’s practice maturity, domain ecosystem, and investments and innovation.
Service providers are improving CX by integrating advanced AI capabilities, including agentic AI for real-time decision-making and generative AI (Gen AI) for delivering personalized, contextual communication. These innovations enhance operational efficiency, streamline processes, and enable hyperpersonalized interactions at scale. A growing emphasis on tailored customer experiences is driving significant YOY revenue growth. Moreover, the outsourcing and transformation of CX strategies are accelerating as providers leverage their expertise in technology and AI-driven platforms to optimize operations and elevate customer experience effectively.
The CX Center Business Process Transformation 2024–2025 RadarView™ aids companies in identifying top service providers to reinvent their customer service. It also analyzes each service provider’s technology and delivery capabilities, thus enabling organizations to identify the right strategic partners for their CX center transformation.
This RadarView analyzes the following service providers in the CX center business process transformation space: Alorica, Atento, Cognizant, Concentrix, Conduent, EXL, Firstsource, Foundever, Fusion CX, Genpact, HCL, Hexaware, HGS, ibex, IGT solutions, iQor, Infosys, Movate, ResultsCX, Startek, Sutherland, Tech Mahindra, TCS, Teleperformance, TELUS Digital, Transcom, TTEC, Wipro, and WNS.
Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, 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 those service providers that have brought the most value to the market over the last 12 months.
About the report (Page 3)
Executive summary (Pages 4–10)
Supply-side trends (Pages 11–18)
Service provider profiles (Pages 19–77)
RadarView overview (Pages 78–81)
Key contacts (Page 82)
Read the Research Byte based on this report. Please refer to Avasant’s CX Center Business Process Transformation 2024–2025 Market Insights™ for detailed insights on the demand side trends.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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