TP (formerly Teleperformance), a global leader in digital business services, has been designated a "Leader" in the Healthcare CXM Intelligent Operations PEAK Matrix® Assessment by Everest Group. This recognition solidifies the company's position as a strategic partner for healthcare organizations navigating complex regulatory landscapes and evolving consumer expectations.
Transforming Healthcare CX through Intelligence
Everest Group evaluated 24 providers in its latest research, highlighting TP for its high-value services and advanced AI capabilities. The company’s distinction reflects its investment in AI-centric strategies that replace traditional automation with integrated experience management for patients and the insured.
Key applications of TP’s AI-driven operations include:
- Medical authorizations and appointment scheduling.
- Patient and provider inquiry management.
- Licensed outbound sales and enrollment processes.
- Utilization of tools like TP.ai Assist for automated call summaries.
By integrating "agentic AI" technology with human oversight, TP enhances efficiency and consistency while maintaining strict compliance in a highly regulated sector.
Market Growth and Competitive Edge
TP currently supports over 290 leading healthcare companies across more than 30 countries. Everest Group identified several factors contributing to TP’s leadership, including its global scale (onshore, nearshore, and offshore), rapid onboarding processes, and industry-specific innovations tailored for Medicaid and commercial insurance plans.
The Healthcare CXM market is witnessing steady expansion. As of June 2025, the market value was estimated between $11 billion and $12 billion, with a projected compound annual growth rate (CAGR) of 7%-8%. Healthcare organizations are increasingly prioritizing partners who can combine contact center expertise with specialized knowledge in billing, clinical care support, and revenue cycle management.
