Competitive Intelligence

TP: Customer Experience Services Capabilities, 2026

This TP: Customer Experience Services Capabilities, 2026 competitive intelligence profile is for customer experience leaders, CMOs, and sourcing executives evaluating TP’s orchestration of human and agentic CX at global scale through its TP.ai FAB backbone.

A beach-themed diagram showing three horizontal horizon bands stacked like sand layers, with two axes running alongside: innovation scope on the left (functional at the bottom, enterprise in the middle, ecosystem at the top) and value aspiration on the right (digital at the bottom, experience in the middle, growth at the top). Horizon 1, functional transformation, lists six providers in alphabetical order: hgs, ibex, iQor, Konvecta, Mphasis, and TELUS Digital. Horizon 2, end-to-end experience transformation, lists twelve providers in alphabetical order: Amdocs, Atain, Coforge, Concentrix, Deloitte, HCLTech, Intouch CX, LTM, Movate, TP (shown as a stylized flag-like icon logo, the same mark that appears elsewhere in this report series as an unlabeled "P" mark), Transcom, and TTEC. Horizon 3, ecosystem synergy and new value creation, lists fourteen providers in alphabetical order: Accenture, Capgemini, Cognizant, EXL, EY, Firstsource, Genpact, IBM, Infosys, KPMG, Publicis Sapient, Sutherland, Tata Consultancy Services (TCS), and Tech Mahindra. Counting all three horizons together yields 32 named or logo-represented providers, one fewer than the "33 service providers" figure stated in the adjacent body text, an apparent discrepancy between the diagram and the narrative count. To the right of the diagram, a panel shows the TP logo, the same stylized icon used in the Horizon 2 list, in a box labeled "Horizon 2 End-to-end experience transformation," followed by a tagline reading that TP aims to enable the OneOffice model to deliver end-to-end CX outcomes. Below that sits a pull quote reading "Orchestrating human and agentic CX at global scale," attributed to the HFS Horizons: Customer Experience Services, 2026 report. Beneath the quote, a paragraph explains that the HFS Horizons report assesses vendor capabilities, innovation, and value potential across the HFS customer experience services value chain based on a range of dimensions covering the why, what, how, and so what of service offerings across the three horizons, and that the report evaluates the capabilities of 33 service providers, including CX specialists, global systems integrators, and consultancies. A footnote below the diagram states that providers within each horizon are listed alphabetically. Source: HFS Research, 2026.

Note: All service providers within a Horizon are listed alphabetically
Source: HFS Research, 2026

Key facts about TP’s customer experience services capabilities

A six-panel fact table covering TP's CX business. Key offerings panel lists: AI-enabled customer engagement, agent assist and expert enablement, human-plus-AI orchestration, sales and revenue CX, collections CX, digital operations and quality, data services for AI, and industry-specific FAB solution suites. Mergers and acquisitions panel (2023 to 2026) lists three entries. First, Agents Only, acquired 2025, described as an AI-enabled crowdsourcing platform connecting global brands with a curated, on-demand workforce of highly skilled remote professionals across domains. Second, ZP Better Together, acquired 2025, described as a leader in providing language solutions and technology platforms for the deaf and hard-of-hearing community across the US. Third, Majorel, acquired 2023, described as a global CX and business process outsourcing acquisition. Key clients panel states the number of customer experience clients as 1,500 plus, and describes seven key client categories rather than named companies: multinational technology companies, social media platforms, ecommerce platforms, travel reservation services platforms, multinational telco companies, automotive manufacturers, and government entities. Partnerships panel lists: Sanas, Ema, Parloa, Microsoft, Google, AWS, Kore.ai, Genesys, Grypp, NiCE, and CallMiner. Global operations and resources panel states a customer experience headcount of 490,000, a total of 600 plus delivery and innovation centers, and a presence in nearly 100 countries serving more than 170 markets across all continents. Flagship internal IP panel lists five items: TP.ai FAB Assist, an AI-powered intelligent assistant to augment live support agents in real time; TP.ai FAB Growth, an AI-powered B2B sales and revenue acceleration platform; TP.ai FAB Collect, an AI-powered debt recovery solution combining human collections expertise with predictive artificial intelligence; TP.ai FAB Connect, described as the orchestration engine behind TP's AI-powered operations; and TP.ai Data Services, described as enabling value for AI data services. Source: HFS Research, 2026.

Source: HFS Research, 2026

TP’s performance in the study and HFS’ views of its strengths and development opportunities for customer experience services capabilities

A simplified version of the beach-themed three-band horizon diagram, this time without any company names. Horizon 3 (ecosystem synergy and new value creation) sits at the top, Horizon 2 (end-to-end experience transformation) in the middle, and Horizon 1 (functional transformation) at the bottom. TP's assigned horizon, Horizon 2, is highlighted with a purple bordered label box and the TP logo placed directly beside it, while the labels for Horizon 1 and Horizon 3 are shown in muted gray text to indicate they are not the provider's assigned tier. To the right, a Strengths panel lists five points. First, scale-led CX reinvention anchored in people, process, AI, and domain depth, describing how TP goes to market as a Digital Business Services partner, with five decades of BPO operating depth giving it the credibility to industrialize AI across 1,500 plus clients. Second, a proprietary AI backbone and delivery scale as the differentiator, describing TP's key differentiator as the combination of its global delivery scale and TP.ai FAB, a proprietary, LLM-agnostic AI backbone with 550 plus projects deployed as of March 2026, alongside delivery breadth for approximately 490,000 people across 100 countries and AI deployment velocity across the same base of more than 1,500 clients. Third, TP.ai FAB as the organizing architecture for CX technology innovation, describing it as TP's proprietary three-layer AI backbone combining vertical-specific blueprints, AI-human workload orchestration, and a secure LLM-agnostic foundation, now productized into functional modules named Operate, Assist, Growth, Data, Collect, and Connect, alongside industry suites for banking, insurance, healthcare, travel, and retail, which the panel frames as giving the firm a clearer platform narrative than a generic "AI-enabled BPO" story. Fourth, an outcomes point citing two client results, both described by category rather than named: FAB Collect helped a leading Latin American financial institution achieve a 40% debt recovery rate and a 45% cost reduction; FAB Growth helped a global technology company improve sales conversion by 38% through agentic QA and conversion-driver insights. Fifth, client and partner reference kudos, noting that partners credit TP's global scale with operational depth and enterprise access, strong AI vision anchored in TP.ai FAB, orchestrator positioning that leverages partnerships, and deep domain and execution expertise. Below that, a Development opportunities panel lists three points, matching the full three-point structure used elsewhere in this report series. First, what HFS would like to see more of, namely that TP can strengthen Revenue-as-a-Service, described as its high-growth proposition, by positioning it more clearly as a CX-led growth engine tied to measurable revenue outcomes. Second, next steps, noting that to strengthen its C-suite relevance, TP should build a more explicit consulting and transformation front-end layer around FAB for journey redesign, AI readiness, governance, and enterprise adoption. Third, client and partner reference critiques, noting that partners want more consistent AI deployment, outcome-based pricing, stronger sales messaging, faster tech-led scaling, and better frontline adoption. Source: HFS Research, 2026.

Source: HFS Research, 2026

To read the complete report, click the download button below.

Sign in to view or download this research.

Login

Register

Insight. Inspiration. Impact.

Register now for immediate access of HFS' research, data and forward looking trends.

Get Started

Authors

Related

Download Research

    Sign In

    Sign up for a free
    research account

    With the exception of our Horizons reports, most of our research is available for free on our website. Sign up for a free account and start realizing the power of insights now.

    By registering you agree to our privacy policy.

    I hereby consent that HFS Research can process my personal data.

    Digests/Newsletters: Overviews of the latest news, insight, and research by HFS.

    HFS Events: Exclusive invitations to HFS webinars, roundtables, and summits, bringing together key industry stakeholders focused on major innovations impacting business operations.

    Premium Access

    Our premium subscription gives enterprise clients access to our complete library of proprietary research, direct access to our industry analysts, and other benefits.

    Contact us at [email protected] for more information on premium access.

      Contact Ask HFS AI Support