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.
Why read this RadarView?
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.
Featured providers
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.
Methodology
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.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–10)
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- Definition and scope
- Avasant recognizes 29 top-tier service providers offering CX center business process transformation services
- Provider comparison
Supply-side trends (Pages 11–18)
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- Enterprises focus on optimizing CX center workflows, driven by technology integration and increasing demand for enhanced customer service capabilities
- North America continues to lead the CX center services market, while Europe and LATAM continue to grow
- Enterprises continue to focus on omnichannel CX, providing hyperpersonalization through AI and ML and increased use of voice and conversational interfaces.
- The adoption of outcome-based and hybrid pricing models continues to increase, emphasizing focus on measurable results and meeting diverse client needs
- Service providers are leveraging generative AI and developing industry-specific solutions to help enterprises optimize their processes
Service provider profiles (Pages 19–77)
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- Detailed profiles for 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.
RadarView overview (Pages 78–81)
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- RadarView assessment
- Methodology and coverage
- Interpretation of classification
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.