Everest Group designates TP as a Leader in healthcare CXM as AI redefines customer experience

Recognition highlights TP's AI-powered CX, healthcare expertise, and ability to deliver intelligent, outcome-driven operations at scale

BRISTOL, England, July 31, 2026 /PRNewswire/ -- Global digital services leader TP (formerly Teleperformance) today announced it has been named a Leader in Everest Group's Healthcare CXM Intelligent Operations PEAK Matrix Assessment, reinforcing its position as a strategic partner for healthcare organisations navigating rising complexity, regulatory demands, and growing consumer expectations.

Everest Group evaluated 24 providers in this year's assessment, with TP ranked among the top performers for delivering high-value outcomes at scale, broad end-to-end CX capabilities, and advanced AI-led operations.

Transforming healthcare experiences

Leaders are defined by their ability to implement enterprise-wide AI-first strategies, embedding intelligent workflows and moving beyond traditional automation to governed, end-to-end orchestration of member and patient journeys. TP's recognition reflects its continued investment in AI orchestration, where AI agents can autonomously manage and optimise workflows under human oversight. This orchestration can be applied to critical healthcare processes such as prior authorisation workflows, patient scheduling, general patient and provider inquiries, and licensed telesales to enable greater efficiency, compliance, and consistency across highly regulated environments.

"As healthcare enterprises work to improve member and patient interactions across increasingly digital journeys, they are valuing partners that can combine contact centre expertise with process knowledge in areas such as enrollment, billing, outbound engagement support, and care-related interactions," said Ankur Verma, Vice President, Everest Group.

"TP's healthcare CX capabilities are grounded in decades of operational experience and supported by tools such as TP.ai Assist, call and chat summarisation, and accent translation, alongside strong agentic AI partnerships with market leading organisations. Its ability to blend front-office service, and AI-led workflow transformation has contributed to its Leader positioning in Everest Group's in Healthcare CXM Intelligent Operations PEAK Matrix Assessment 2026."

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