Enterprises and providers build GCCs that go beyond cost savings, fostering innovation and competitive advantage, ISG Provider Lens report says
STAMFORD, Conn.–(BUSINESS WIRE)–Enterprises are partnering with service providers to build global capability centers (GCCs) that go far beyond traditional outsourcing, serving as digital nerve centers and innovation engines, according to a new research report published today by Information Services Group (ISG), a global AI-centered technology research and advisory firm.
Companies are discovering they can use GCCs for more than labor arbitrage. For enterprises that partner with the right provider, a GCC can support critical operations and incubate new digital capabilities for competitive advantage.
The 2025 ISG Provider Lens Global Capability Center (GCC) Services report finds that GCCs are evolving from cost-saving back-office operations into strategic enablers of digital transformation. Companies are using GCCs as centers of excellence for AI-enabled automation, real-time analytics, customer experience improvements and advanced cybersecurity. They are turning to service providers for help in establishing the AI readiness, talent and location strategies they need to set up successful GCCs.
“Companies are discovering they can use GCCs for more than labor arbitrage,” said Rajib Datta. “For enterprises that partner with the right provider, a GCC can support critical operations and incubate new digital capabilities for competitive advantage.”
GCCs are becoming hubs for business intelligence and predictive analytics, generating real-time insights into risk management, operational efficiency and other areas, the report says. Some enterprises are also using GCCs to develop new capabilities in specific domains, such as digital supply chains, customer experience management and regulatory compliance.
Enterprises now have several ways to set up and operate GCCs, ISG says. They are selecting the path that best suits their goals, scalability needs and risk strategies. Greenfield GCC projects allow full ownership and control but require significant investment. Build-operate-transfer arrangements allow a company to have an outside provider set up and run the center at first before placing it in the enterprise’s hands. Joint ventures with local partners can reduce risk and take advantage of market expertise. Many companies are now choosing multi-location hybrid models, spreading a GCC’s footprint across geographies to distribute risk and access specialized talent.
Increasingly, companies are taking a cloud-first approach to GCC architectures, and this is becoming a foundational principle in the field, the report says. Cloud-first environments can enhance the security, scalability and agility of a GCC. Many service providers are forming alliances with hyperscalers, along with tech startups and consulting firms, to deliver end-to-end GCC solutions.
In the next phase of evolution, within this decade, GCCs are expected to become autonomous, AI-driven decision-making units that enable digital transformation at scale, ISG says. Agentic AI will constantly analyze, refine and enhance processes with minimal human intervention, while GenAI will assist in activities such as financial forecasting and strategic planning. Using AI to augment GCC workforces is already gaining traction as companies automate routine processes, allowing employees to focus on more strategic tasks.
“As GCCs evolve, providers will continue to deliver AI-based solutions that enhance efficiency and agility,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “This is a major opportunity for enterprises to accelerate innovation.”
