Firstsource Named Leader in Banking Operations by Everest Group

08 Jan 2026 CW Team

Everest Group named Firstsource a Leader in the Banking Operations Services PEAK Matrix Assessment 2025, while NelsonHall recognised the company as a Leader in its NEAT 2025 evaluation for GenAI and Process Automation in Banking Operations Services and Process Automation Services.

According to Everest Group, the independent analyst validation reflects Firstsource’s ability to deliver regulated, outcome-oriented banking operations at scale, supported by artificial intelligence, automation and deep domain expertise across lending, payments, servicing, compliance, fraud management, document processing and workflow automation.

Vivek Sharma, Head – BFS, CMT and Emerging Geos at Firstsource, said the recognition validates the company’s shift towards human-centric, AI-native, outcome-driven operating models in banking operations. He added that Firstsource remains focused on delivering measurable impact through speed, confidence and client partnerships.

Firstsource’s Unified BPM and Business Process as a Service (BPaaS) approaches, combined with agentic AI and domain-led platforms, are helping banks move from pilots to enterprise-scale production. These solutions aim to accelerate decision-making, strengthen compliance, lower costs and improve customer outcomes across payments and servicing.

The company’s strengths include transaction processing, lending, payments and customer servicing, backed by deep BFS domain expertise and a digital-first operating model. Strategic investments in platforms, data and analytics have supported efficiency, service quality and market momentum.

Ronak Doshi, Partner at Everest Group, noted that Firstsource continues to expand its banking operations through integrated support across design, configuration and financial crime, reinforced by its domain expertise and transformation-led delivery model. Its unified BPaaS platform, combined with tools such as AI CoPilot and QC CoPilot, and strong fraud management and onboarding capabilities, contributed to its leadership position.

NelsonHall highlighted Firstsource’s focus on embedding GenAI and process automation across managed services and BPaaS, particularly in lending and mortgage operations. The evaluation also cited the company’s tailored solutions for regional and local institutions, scalable GenAI workflow, and an inch-wide, mile-deep focus on high-value banking operations.

Andy Efstathiou, Program Director for Banking at NelsonHall, said Firstsource’s GenAI and automation offerings help banks transform operations efficiently, supported by digital engineering, application integration and implementation services. These capabilities extend to AI-driven cybersecurity enhancements and customised lending operations.

As banks increasingly look to modernise workflows and industrialise GenAI adoption, Firstsource said the recognition reaffirms its role as a trusted partner in helping financial institutions reduce costs, improve efficiency and accelerate operational transformation.

Firstsource Solutions Limited has been recognised as a Leader in Banking Operations by Everest Group, as well as a Star Performer in the NelsonHall 2025 evaluations, reinforcing its position as a global provider of business process management services and RP-Sanjiv Goenka Group company. Everest Group named Firstsource a Leader in the Banking Operations Services PEAK Matrix Assessment 2025, while NelsonHall recognised the company as a Leader in its NEAT 2025 evaluation for GenAI and Process Automation in Banking Operations Services and Process Automation Services. According to Everest Group, the independent analyst validation reflects Firstsource’s ability to deliver regulated, outcome-oriented banking operations at scale, supported by artificial intelligence, automation and deep domain expertise across lending, payments, servicing, compliance, fraud management, document processing and workflow automation. Vivek Sharma, Head – BFS, CMT and Emerging Geos at Firstsource, said the recognition validates the company’s shift towards human-centric, AI-native, outcome-driven operating models in banking operations. He added that Firstsource remains focused on delivering measurable impact through speed, confidence and client partnerships. Firstsource’s Unified BPM and Business Process as a Service (BPaaS) approaches, combined with agentic AI and domain-led platforms, are helping banks move from pilots to enterprise-scale production. These solutions aim to accelerate decision-making, strengthen compliance, lower costs and improve customer outcomes across payments and servicing. The company’s strengths include transaction processing, lending, payments and customer servicing, backed by deep BFS domain expertise and a digital-first operating model. Strategic investments in platforms, data and analytics have supported efficiency, service quality and market momentum. Ronak Doshi, Partner at Everest Group, noted that Firstsource continues to expand its banking operations through integrated support across design, configuration and financial crime, reinforced by its domain expertise and transformation-led delivery model. Its unified BPaaS platform, combined with tools such as AI CoPilot and QC CoPilot, and strong fraud management and onboarding capabilities, contributed to its leadership position. NelsonHall highlighted Firstsource’s focus on embedding GenAI and process automation across managed services and BPaaS, particularly in lending and mortgage operations. The evaluation also cited the company’s tailored solutions for regional and local institutions, scalable GenAI workflow, and an inch-wide, mile-deep focus on high-value banking operations. Andy Efstathiou, Program Director for Banking at NelsonHall, said Firstsource’s GenAI and automation offerings help banks transform operations efficiently, supported by digital engineering, application integration and implementation services. These capabilities extend to AI-driven cybersecurity enhancements and customised lending operations. As banks increasingly look to modernise workflows and industrialise GenAI adoption, Firstsource said the recognition reaffirms its role as a trusted partner in helping financial institutions reduce costs, improve efficiency and accelerate operational transformation.

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