Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix™ provides an objective, data-driven comparative assessment of third-party outsourcing service providers specific to a market segment (function, process, industry vertical). Buyers of global services rely on Everest Group PEAK Matrix to gain segment specific insights to identify and evaluate service providers based on in-depth assessment of delivery capabilities and success in the market place. The PEAK Matrix is supplemented with service provider specific details to provide up-to-date information and intelligence and enable assessment of relative strengths and key gaps of each provider.

1. P E R F O R M A N C E
EXPERIENCE
ABILITY
KNOWLEDGE
2012 GLOBAL PREVIEW
Finance and Accounting Outsourcing
Service Providers
Analyst Panel
Arpita Bansal
Saurabh Gupta
Abhishek Menon
Katrina Menzigian

2. 2012 Global Preview
Everest Group PEAK Matrix for FAO
Announcing the 2012 FAO Market Leaders
Accenture, Capgemini, Genpact, IBM, Infosys, and TCS are the
current Leaders on Everest Group’s PEAK Matrix for FAO.
The 2012 PEAK Matrix for FAO is based 680+ multi-process FAO
contracts signed by 20+ service providers as of December 2011.
75th percentile
High
Leaders
Genpact IBM
75th percentile
Accenture
Infosys
Capgemini
Xerox TCS
Major Contenders HP
Steria WNS Wipro
EXL Service
Market success
Serco
Cognizant
25th percentile
HCL
iGATE
Aditya Birla Minacs
Sutherland Global
Mahindra IT & Services
Business Services
Emerging Players
IQ BackOffice
Datamatics Xchanging
Low
Low 25th percentile High
FAO delivery capability
(Scale, scope, technology, and delivery footprint)
Everest Group also identified five service providers as the “2012 FAO Market Star Performers” –
Accenture, Capgemini, Genpact, IBM, and TCS. This was based on the relative movement of different
service providers on the PEAK Matrix from 2010 to 2011.
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 the active ACV (Annual Contract Value) of FAO contracts
 Delivery capability measured by scale of operations, scope, enabling capabilities, and delivery
footprint
Proprietary & Confidential. © 2012, Everest Global, Inc. 2

3. 2012 Global Preview
Service Provider Assessment
High Medium-high Medium
Service provider Market success Scale Scope Technology capability Delivery footprint
Leaders
Accenture
Capgemini
Genpact
IBM
Infosys
TCS
Major contenders
Cognizant
EXL Service
HCL
HP
iGate
Serco
Steria
Sutherland
Wipro
WNS
Xerox
Emerging players
Datamatics
IQ BackOffice
Mahindra
Minacs
Xchanging
“ The competitive intensity in the FAO market is at an all-time
high. Beyond market consolidation, this has resulted in
increased investments and innovations across people,
process, technology, and go-to-market to try and create a
differentiated value proposition.
”
– Saurabh Gupta, Vice President, BPO Research
Proprietary & Confidential. © 2012, Everest Global, Inc. 3

4. For More Information
In this report, 20+ FAO service providers are
categorized into Leaders, Major Contenders, and
Emerging Players. In addition, the report identifies
2012 FAO Star Performers. It also provides detailed
analysis on market success and FAO delivery
capability (across scale, scope, technology, and
delivery footprint dimensions) of service providers by
category. Additionally, the report provides information
on the various areas in which service providers are
investing to stand out in the crowded FAO market.
The 75-page report is available for purchase:
research.everestgrp.com/Product/11742.
About Everest Group
Everest Group is an advisor to business leaders on the next generation of global services with a
worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing
their back- and middle-office business services. With a fact-based approach driving outcomes, Everest
Group counsels organizations with complex challenges related to the use and delivery of global services
in their pursuits to balance short-term needs with long-term goals. Through its practical consulting,
original research and industry resource services, Everest Group helps clients maximize value from
delivery strategies, talent and sourcing models, technologies and management approaches. Established
in 1991, Everest Group serves users of global services, providers of services, country organizations and
private equity firms, in six continents across all industry categories. For more information, please visit
www.everestgrp.com and research.everestgrp.com.
Everest Group locations
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Proprietary & Confidential. © 2012, Everest Global, Inc. 4