Highland Park, Michigan – October 26, 2026 – Everest Group has named Qualfon a Major Contender in its Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – Americas. Everest Group assessed 63 CXM service providers on two dimensions, market impact and vision and capability, using its annual RFI process, client reference checks, and ongoing analysis of the CXM services market. This marks Qualfon’s seventh year as a Major Contender on Everest Group’s PEAK Matrix.
Companies choosing a CX partner now look past the length of a provider’s tool list. According to Everest Group’s 2026 report, buyers increasingly judge providers on whether AI works in live production, whether the workforce stays stable, and whether the partnership produces measurable results. Qualfon built its approach around those same priorities, starting with the people who support its clients’ customers every day.
"Qualfon’s experience in regulated and complex customer environments, combined with its emphasis on workforce stability and disciplined AI-enabled performance management, underpins its positioning as a Major Contender in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – Americas,” said Chhandak Biswas, Vice President, Everest Group. “Qualfon combines a balanced delivery network across North America, Latin America, and offshore locations, giving clients flexibility across delivery proximity, talent access, and cost. This is complemented by its Qai portfolio, which supports agent assistance, quality management, training, forecasting, and customer insights, underpinned by a governance and data architecture designed to bring greater consistency and accountability to AI-enabled delivery."
Everest Group’s assessment notes that buyers point to talent continuity, service quality, flexibility, cost competitiveness, and account management as Qualfon’s key strengths. It also recognizes Qualfon’s integrated portfolio spanning customer experience, trust and safety, sales, and back office support, which helps clients bring several customer-facing functions under one partner. Qualfon delivers that support from onshore, nearshore, and offshore sites in the United States, Canada, Mexico, Costa Rica, Guyana, the Philippines, India, Bangladesh, Morocco, and Sri Lanka.
"Seven years in, Qualfon continues to strengthen on both dimensions Everest Group measures," said Alfonso Gonzalez, CEO of Qualfon. "On vision and capability, we've made significant strides by investing in Qai Care and growing our delivery footprint across the Americas, Asia, and Africa, as we've focused on what matters most to our clients. None of it works without our associates, who know our clients' customers, products, and regulations better every year."
To learn more about the assessment, visit Everest Group’s website.
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Licensed extracts taken from Everest Group’s PEAK Matrix® Reports may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Call Center Support, CX Innovation, and Back Office Support Services.
