Tech mahindra
Tech mahindra
Infrastructure Management Services

Internet Protocol Contact Center

 

Penetration, flexibility and ease of accessibility for customers are the most essential needs for any business to stay in the competition. Customer Telephony Integration (CTI) or Interactive Voice Response (IVR) infrastructure providing these ways and means to the end customer would be the key for success. Interactions such as email, chat, voice, short message service (SMS), fax, web collaboration, video and speech recognition play a key role to meet these aspirations of organizations.

Provide Complete lifecycle management or delivery using capabilities on various Contact Center platforms. Our product expertise includes Genesys, Nortel, Cisco, Avaya, Broadsoft, Aspect and Huawei.

Complete Lifecycle Managed Service Delivery 

  • Inbound
  • Outbound
  • Work Force Management (WFM)
  • Interactive Voice Response (IVR)
  • IVR application development
  • Work flow
  • Reporting – historical and real-time
  • Highly Available (HA) solution
  • Customizations on desktop
  • Integration with third party applications such as call recording, Customer Relationship Management (CRM), wallboard and backend systems
  • Architecture audit and assessment
  • Managed services and Business as Usual (BAU) support
  • Hosted contact centers
  • Transformation
  • System design and integration (HA)
  • Deployment and upgrades
  • IVR customization and development
  • Development and customization (SDK) services
  • Software-based Internet Protocol Contact Center (IPCC) solutions with high grade call routing and reporting
  • A consolidated product line that provided all the desired IPCC features
  • Streamline processes to improve customer relationship and cut operational costs
  • Migration from legacy systems to an IPCC platform
  • High-end customization with CRM and other backend systems
  • End of Life (EOL) reached for an existing product
  • Strong knowledge base on IPCC domain with trained and qualified engineers
  • Vast experience in providing small, medium and large size turn-key IPCC solutions
  • Expertise in solution design, deployment of the IPCC solutions platform based on industry best practices
  • Experience in complete integration with BSS or OSS systems to provide for service provisioning, billing and service assurance
  • Leverage lab setup for testing or validating solutions
  • Global presence
  • Tailor made audit and assessments to suit customer requirements
  • Development of adapters to integrate with CRM and back-end systems
  • Cost effective, easy to manage and maintain IPCC solutions
  • Integrated IPCC solutions that allow communication over a unified interface
  • Optimization of agent and contact center performance through better goal alignment and automated coaching tools

Downloads

Learn how Tech Mahindra is enabling the transformation of networks towards SDN & NFV

Learn how Tech Mahindra is enabling the transformation of networks towards SDN & NFV

Find out how a US-based CSP streamlined their IT operations and reduced operating costs

Find out how a US-based CSP streamlined their IT operations and reduced operating costs

The client is a Tier 1 Communication Service Provider in US.

Learn how a leading Communication Service Provider benefitted from the strategic OSS solution provided by Tech Mahindra.

Learn how a leading Communication Service Provider benefitted from the strategic OSS solution provided by Tech Mahindra.

Operating in more than 170 countries, the customer is one of the world’s leading providers of communications solutions and services.

Know how Tech Mahindra managed ‘SOC’ for the Customers of a Leading European Communication Service Provider

Know how Tech Mahindra managed ‘SOC’ for the Customers of a Leading European Communication Service Provider

The client is a large European Communication Service Provider who provides security operations centre (SOC) services to major customers across the globe.

For further information please write to connect@techmahindra.com

For further information please write to connect@techmahindra.com