These recognitions reflect independent analyst validation of Firstsource’s ability to deliver regulated, results-oriented banking operations at scale, powered by AI, automation and deep domain expertise in lending, payments, servicing, compliance, fraud management, document processing and workflow automation.
Vivek Sharma, Head – BFS, CMT & Emerging Geos, Firstsource, shared: “The recognition by Everest Group and NelsonHall validates the direction we are taking in banking operations – from labor-centric models to AI-native, results-oriented operations. This recognition reinforces our commitment to scale pragmatic Gen AI and automation in banking workflows and partner with customers to deliver measurable impact with speed and confidence.
“Our UnBPO™ and BPaaS approach, combined with agentic AI and domain-driven platforms, help banks move from pilots to enterprise production – accelerating decisions, strengthening compliance, lowering cost-to-serve and improving customer outcomes across lending, payments and service delivery.”
The Everest Group assessment credits Firstsource’s broad, end-to-end coverage of banking operations across transaction processing, lending, payments and customer service, underpinned by deep BFS domain expertise and a digital-first business model – with strong automation, AI and workflow orchestration – and continued investments in platforms, data and analytics that drive cost efficiency, service quality and market momentum, for recognizing its leadership.
Ronak Doshi, partner of Everest Group, shared: “Firstsource continues to expand its role in banking operations through integrated support for cards, loans, collections and financial crime, strengthened by its domain expertise and transformation-led delivery model. The UnBPO™ framework and investments in platforms like 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 the company’s position as a leader and star player in Everest Group’s Banking Operations Services PEAK Matrix Assessment 2025.”
NelsonHall recognizes Firstsource for embedding Gen AI and process automation in managed services and BPaaS in banking, supported by deep expertise in lending and mortgages, 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.
Andy Efstathiou, Banking Program Director, NelsonHall, shared: “Firstsource’s GenAI and automation offerings enable banks to efficiently transform their operations with digital engineering, app development, integration and implementation services.
“This includes applying AI to images and video to improve cybersecurity and delivering GenAI and automation services tailored for lending activities in regional and local markets.”
Banks around the world are under pressure to reduce cost-to-serve, modernize legacy workflows and industrialize GenAI adoption. These dual recognitions affirm Firstsource’s position as a trusted partner for banks modernizing their operations with secure, production-grade AI and automation.
To download a copy of the report, go to:
● Everest Group Banking Operations – Services PEAK Matrix® Assessment 2025 – click here.
● NelsonHall NEAT 2025: GenAI and Process Automation in Banking – click here.
About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL) (BSE: 532809) (Reuters: FISO.BO) (Bloomberg: FSOL:IN), is a global leader providing business process solutions and services spanning the customer lifecycle in healthcare, banking and financial services, communications, media and technology, retail and other diverse industries. With a global presence in the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa and Australia, they ‘make it happen’ for their customers, solving their biggest challenges with hyper-focused, domain-focused teams and cutting-edge technology, data and analytics. Firstsource’s practitioners collaborate inches wide and miles deep, leveraging UnBPO™ – their differentiated approach to reimagine traditional outsourcing – to deliver realistic, forward-looking solutions that drive speed, scale and smarter decisions, turning transformation into tangible results for clients. (www.firstsource.com)
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Published on January 7, 2026
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