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Pentafon positioned as Major Contender in Everest Group’s CX Services PEAK Matrix® Assessment 2025

Pentafon is proud to announce its positioning as one of the 11 Major Contenders in the Customer Experience (CX) Services in Insurance Operations PEAK Matrix® Assessment 2025 by Everest Group. This achievement positions us among 22 global leaders evaluated for their vision, capability, and market impact in transforming customer experience.

 

Who is Everest Group and Why Does This Matter?

Everest Group is a leading global research firm trusted by Fortune 500 companies and industry innovators. With over 5,000 research engagements in the past five years and a 90% client renewal rate, Everest Group provides data-driven insights that help organizations make confident decisions and accelerate success. Their PEAK Matrix® assessments are widely recognized benchmarks for evaluating service providers across technology, business processes, and customer experience.

Being positioned in this assessment means Pentafon meets rigorous standards for delivering measurable value in CX transformation—especially for industries navigating complex regulatory environments and rising customer expectations.

 

CX Is Driving Growth Across Industries

Customer experience is no longer a support function—it’s a strategic differentiator. Whether you’re in insurance, financial services, retail, or technology, the ability to deliver seamless, personalized, and compliant experiences is critical. Everest Group’s research highlights key trends shaping the CX market in 2025:

  • Omnichannel Integration: Voice, chat, social; all interactions unified for better engagement.
  • AI and Automation: Generative AI and conversational AI driving efficiency and personalization.
  • Compliance and Security: Heightened focus on regulatory adherence and data protection.
  • Outcome-Based Models: Buyers demanding ROI-driven CX investments.

Pentafon’s Edge for Global CX

At Pentafon, we specialize in delivering cost-effective, nearshore CX solutions from Mexico for U.S. and global enterprises. Our approach combines:

  • AI-Powered Engagement: Generative AI and predictive analytics to enhance customer journeys.
  • Omnichannel Strategies: Voice, chat, social, and self-service tools for seamless interactions.
  • Compliance-Ready Processes: Risk management and regulatory adherence built into every workflow.
  • Talent Excellence: Bilingual agents trained in industry-specific processes and empathy-driven service.

Our solutions are designed to reduce Average Handle Time (AHT), improve Net Promoter Score (NPS), and optimize operational costs, helping businesses stay competitive in a digital-first world.

 

What This Means for You

Recognition by Everest Group validates what our clients already know: Pentafon is a trusted partner for transforming CX across industries. Whether you’re looking to streamline operations, boost customer satisfaction, or implement AI-driven engagement, we have the expertise and technology to make it happen.

 

Ready to revolutionize your CX?


Let’s talk about how Pentafon can help you deliver exceptional experiences while optimizing costs.
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