Banking Operations in 2025: Transformation Through AI and Outcomes
As regulatory complexity grows and fraud tactics evolve, top performing banks are shifting to AI-powered operations, platform thinking, and pricing models based on real outcomes.
Everest Group has positioned Firstsource as a Leader in its Banking Operations – Services PEAK Matrix® Assessment 2025, while also recognizing us as a Star Performer for demonstrating the most improvement year-over-year. This dual recognition validates our UnBPO™ approach to banking transformation.
Report highlights include:
- Comprehensive assessment of 34 global providers across market impact, vision and capability, service scope, innovation investments, and delivery footprint
- Market dynamics reshaping banking services, including AI-first operating models, platformization, regulatory expansion, and outcome-based sourcing models across retail, commercial, lending, and payments
- Total banking operations services revenue reaching US$9–US$9.2 billion in the twelve months to December 2024, supported by broader BPS growth of 5.5–6.5% percent CAGR through 2030
- Why Firstsource stands out as a transformation leader, with detailed analysis of capabilities, client results, and industry partnerships
Why Firstsource Leads in Banking Operations Transformation
- Comprehensive Banking Operations Coverage: Firstsource provides end-to-end support across cards, lending, collections, and FCC, enabled by AI tools such as AI Coach, QC Copilot, and Mortgage Copilot to improve advisor performance and turnaround times.
- AI-Powered Intelligence and Platform Integration: Our proprietary Firstsource relAI suite, along with Intelligent Document Management and QC Copilot, strengthens Digital-One-Office workflows across complaints, onboarding, and fraud management. Firstsource's strongest domain capabilities lie in lending and retail banking, supported by front-to-back workflow integration across complaints, onboarding and fraud management workflows.
- AI-Enabled Fraud and Collections Innovation: We offer solutions enabling AI-driven ID verification, behavioral fraud analytics, and voicebot automation across fraud management and collections, developed in partnership wth WebID, PASABI, and Prodigal.
- AI-Enabled Fraud and Collections Innovation: We offer solutions enabling AI-driven ID verification, behavioral fraud analytics, and voicebot automation across fraud management and collections, developed in partnership with WebID, PASABI, and Prodigal.
- Outcome-Aligned Commercial Models: Our UnBPO™ framework, uses outcome-aligned pricing (including cost-per-digital and cost-per-physical minute) so fees track actual servicing effort and automation adoption, not FTE counts.
“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.”