Customer Service Representative

Everest names Concentrix a CXM leader in all regions. Posted on September 19, 2026 * Everest Group named Concentrix a CXM Services PEAK Matrix Leader * Concentrix led across the Americas, APAC, and EMEA regions * Only 2 of 63 assessed providers led in all three regions * Concentrix reported a 53% sales conversion lift from generative AI FREMONT, UNITED STATES - Concentrix has earned Leader status in Everest Group's Customer Experience Management (CXM) Services PEAK Matrix 2026 across the Americas, Asia-Pacific (APAC), and Europe, Middle East, and Africa (EMEA) regions. Only two of the 63 customer experience management providers assessed by Everest Group achieved the Leader tier across all three regions, marking Concentrix's 11th consecutive year in the assessment. iX Suite and agentic AI drive highest vision axis ranking. Concentrix is a global customer experience company providing integrated CXM services, technology, and analytics solutions across more than 70 countries and approximately 300,000 team members worldwide. According to a press release, Concentrix earned the highest positioning on Everest Group's vision axis in all three regions, the only provider to achieve this distinction, recognized for its iX Suite autonomous capabilities, Agentic Operating Framework (AOF), and integrated technology-and-people delivery approach. The firm also deployed Forward Deployed Engineering (FDE) to embed artificial intelligence (AI) solutions directly inside client operations, alongside AI-powered advisor assistance and AI-driven sales training programs. "Enterprises need technology that works at scale, inside their real-world operations," said Chris Caldwell, president and chief executive officer at Concentrix. Gen AI drives 53% sales conversion lift across client programs. Concentrix reported a 53% increase in client sales conversion rates through generative AI deployment, alongside a 56% increase in revenue per chat through AI-driven sales training. One enterprise client achieved a 20-times increase in monthly revenue after Concentrix redesigned its customer success operating model, automating key workflows while redirecting human advisors to higher-value customer interactions. Everest Group cited Concentrix's relationship management, analytics capabilities, domain expertise, commercial flexibility, and operational delivery as additional drivers of its consistent Leader positioning across all three assessed regions. Caldwell added, "We bring together the people, technology, and intelligence, orchestrating human expertise and AI, to create experiences and outcomes that matter." CXM providers face intensified pressure from enterprise buyers demanding AI-native delivery, outsourcing efficiency gains, and digital transformation capabilities across global regions simultaneously, compressing the competitive field and elevating AI orchestration platforms as the primary differentiator in large-scale vendor selections. For business process outsourcing (BPO) buyers evaluating customer experience partners, Concentrix's Leader positioning in all three regions signals that its AI orchestration model now operates at a consistency and scale few competitors can replicate within a single vendor relationship. FREE BPO MATCH Looking for the right outsourcing partner? Matched to your requirements - free, no obligation 5,200+ matches made Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication. Stay ahead of the outsourcing industry. Join thousands of business leaders who rely on Outsource Accelerator for the news, trends, and expert insights that matter. Subscribe to our free newsletter and never miss an update.

Concentrix named a Leader in Customer Experience Management as AI orchestration defines the industry's future. Everest Group's Customer Experience Management (CXM) Services PEAK Matrix(R) 2026 recognizes Concentrix as a Leader on the matrix across all three regions, with growth in vision and capability across every geography. NEWARK, Calif., Sept. 10, 2026 (GLOBE NEWSWIRE) - Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today announced that Everest Group has positioned the company as a Leader in its Customer Experience Management (CXM) Services PEAK Matrix(R) 2026, placing it highest on the vision axis across all regions. Of 63 CXM service providers assessed, Concentrix was one of only two to achieve a Leader ranking in all three regions: Americas, APAC, and EMEA. "We bring together the people, technology, and intelligence, orchestrating human expertise and AI, to create experiences and outcomes that matter. Clients..." "Enterprises need technology that works at scale, inside their real-world operations," "We bring together the people, technology, and intelligence, orchestrating human expertise and AI, to create experiences and outcomes that matter. Clients..." "Enterprises need technology that works at scale, inside their real-world operations," This accomplishment reflects the company's ability to design, build, and run integrated technology and people operations inside the world's most complex enterprises; turning ambition into operational reality. Concentrix clients highlighted the company's relationship management, innovation and analytics capabilities, responsiveness, proactive support, domain expertise, commercial flexibility, and operational delivery as key strengths. Everest Group awarded Concentrix the highest possible scores in its EMEA report across the critical categories of portfolio mix, vision and strategy, and scope of services. In both the Americas and APAC, Concentrix retained and strengthened its position on the vision and capability axis, despite increased competition in both markets. The results of the Everest Group report and Concentrix client outcomes demonstrate that the company's proprietary iX Suite, including its autonomous capabilities, Agentic Operating Framework (AOF), and Forward Deployed Engineering (FDE), are delivering measurable results and enabling clients to bring together people, technology, and operations into a single, coherent model. Concentrix helps clients achieve measurable business outcomes, and recently delivered a 53% increase in sales conversion rates through Gen AI-powered advisor assistance, a 56% increase in revenue per chat through AI-driven sales training, and a 20X increase in monthly revenue through a transformed customer success operating model. "Enterprises need technology that works at scale, inside their real-world operations," said Chris Caldwell, President and CEO of Concentrix. "We bring together the people, technology, and intelligence, orchestrating human expertise and AI, to create experiences and outcomes that matter. Clients trust us with their customers, and that trust is what makes the difference between a strategy on paper and one that delivers. We're proud that Everest Group continues to recognize both our vision and our proven ability to execute it." Everest Group's Customer Experience Management (CXM) Services PEAK Matrix(R) 2026 report reflects a central challenge facing every enterprise today: incorporating new technology into business and operations requires operating model redesign. Everest Group identified the combination of consulting-led transformation, proven production-ready technology, and outcome accountability as the critical factors that accelerate value realization for buyers and found that growth in CXM is no longer driven by contact volumes, but by complexity, technology, and outcomes. The recognition marks the eleventh consecutive time Concentrix has earned Leader positioning on the annual Everest Group CXM PEAK Matrix(R). This year's report evaluated providers across operational services, value-added services, CX consulting and process optimization, and technology, reflecting the full scope of what enterprise clients need as they operationalize AI at scale. About us: Powering a World That Works Concentrix (NASDAQ: CNXC), is the Fortune 500(R) technology and services company, helping the world's best brands create intelligent operations that perform in the real world. We design, build, and run integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2000+ of the world's most complex organizations solve their toughest business challenges. Backed by 20+ years of operational experience and battle tested AI, we're the intelligent transformation partner that helps clients across every major industry move from ambition to measurable, scalable performance. Virtually everywhere. Visit concentrix.com to learn more. Media Contact: Marketing & Communications Concentrix Corporation [email protected] From Fortune. (C) 2026 Fortune Media (USA) Corporation. All rights reserved. Used under license. Fortune and Fortune 500 are registered trademarks of Fortune Media (USA) Corporation and are used under license. Fortune and Fortune Media (USA) Corporation are not affiliated with, and do not endorse products or services of, Concentrix. 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