Firstsource Solutions Limited, a leading global provider of business process management services and an RP-Sanjiv Goenka Group company, has earned dual analyst recognitions for its Banking Operations capabilities – named a Leader and Star Performer in the Everest Group Banking Operations – Services PEAK Matrix® Assessment 2025 and a Leader in the NelsonHall NEAT 2025 evaluation for GenAI & Process Automation in Banking across both Operations Services and Process Automation Services.
These recognitions reflect independent analyst validation of Firstsource’s ability to deliver regulated, outcome-oriented banking operations at scale, powered by AI, automation and deep domain expertise across lending, payments, servicing, compliance, fraud management, document processing and workflow automation.
Mr. Vivek Sharma, Head – BFS, CMT & Emerging Geos, Firstsource shared, “Being recognized by Everest Group and NelsonHall validates the direction we’re taking in banking operations – moving from labor-centric models to AI-native, outcome-driven operations. This acknowledgement reinforces our commitment to scale pragmatic Gen AI and automation across banking workflows and partnering with clients to deliver measurable impact with speed and confidence.
Our UnBPO™ and BPaaS approaches, combined with agentic AI and domain-led platforms, are helping banks move from pilots to enterprise production – accelerating decisions, strengthening compliance, lowering cost-to-serve and improving customer outcomes across lending, payments and servicing.”
The Everest Group assessment attributes Firstsource’s broad, end-to-end banking operations coverage across transaction processing, lending, payments and customer servicing, backed by deep BFS domain expertise and a digital-first operating model – with strong automation, AI and workflow orchestration – and sustained investments in platforms, data and analytics that drive cost efficiency, service quality and market momentum, for its leadership recognition.
Mr. Ronak Doshi, Partner, Everest Group shared, “Firstsource continues to expand its role in banking operations through integrated support across cards, lending, collections, and financial crime, reinforced by its domain expertise and transformation-led delivery model. Its UnBPO™ framework and investments in platforms such as relAI™ strengthen its ability to modernize workflows through a mix of automation, guided processing, and operational redesign.
Combined with tools such as AI Coach and QC Copilot, and strong market traction in fraud management and onboarding, these capabilities have contributed to its position as Leader and a Star Performer in Everest Group’s Banking Operations Services PEAK Matrix Assessment 2025.”
NelsonHall recognizes Firstsource for embedding Gen AI and process automation across managed services and BPaaS in banking, supported by deep lending and mortgage expertise, tailored solutions for regional and local institutions, a scaled Gen AI workforce, and an inch-wide-mile-deep focus on high-value processes reinforced by a clear UnBPO™ and agentic AI strategy.
Mr. Andy Efstathiou, Program Director for Banking, NelsonHall shared,”Firstsource’s GenAI and automation offerings enable banks to transform their operations efficiently with digital engineering, app development, integration, and implementation services.
This includes applying AI to images and video to enhance cybersecurity and providing GenAI and automation services customized for lending operations in regional and local markets.”
Banks worldwide are under pressure to reduce cost-to-serve, modernize legacy workflows and industrialize GenAI adoption. These dual recognitions reaffirm Firstsource’s position as a trusted partner for banks modernizing operations with secure, production-grade AI and automation.
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