Pentafon has been positioned as an Aspirant in the Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 – Americas by Everest Group, alongside 47 of the world leading customer experience providers.
This positioning reflects our ongoing progress in delivering technology-driven, human-centered customer experiences. As an Aspirant, we see this not as a destination, but as momentum to continue evolving and raising the bar for our clients.
What the PEAK Matrix® Evaluation Dimensions Mean for Pentafon
Vision and Strategy
A clear vision for both our clients and ourselves.
A forward-looking roadmap that integrates CX innovation, adaptability, and sustainable growth.
Scope of Services Offered
A broad service portfolio spanning customer support, sales, collections, and customer journey design.
Depth across specialized subsegments to meet the diverse needs of global organizations.
Innovation and Investments
AI-enhanced solutions that merge automation with empathy.
Ongoing investments in technology.
Strategic alliances that expand our ability to deliver value at scale.
Delivery Footprint
Reliable global delivery with nearshore advantages.
Flexible sourcing models that adapt to client priorities across regions.
Market Adoption
A growing client base built on trust and measurable outcomes.
Consistent year-over-year expansion driven by scalable solutions and results-focused engagements.
Portfolio Mix
Diversified client relationships across industries and geographies.
Balanced engagements from transactional support to end-to-end CX transformation.
Value Delivered
Proven impact on customer loyalty and retention.
Tangible efficiencies and cost reductions backed by client feedback.
Why This Matters
Our inclusion in the PEAK Matrix® signals more than recognition—it underscores our commitment to transforming customer interactions into sustainable business growth. Pentafon continues to prove that CX can be both tech-enabled and human-centered, ensuring organizations are ready for what’s next.