Navixus Technology Enablement Center of Excellence | Tech Mahindra

Overview

Leveraging technology that optimizes cost of business and enriches customer experience and employee engagement.

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Prioritizing Actions and Ensuring Value

Platform agnostic tech-enabled solutions offering enterprises a structured approach for achieving defined business outcomes.

  • Intelligent Automation
  • Conversational AI
  • Generative AI

Our Solutions

Our technology enablement CoE brings in end-to-end automation programs that increase the speed of automation and ROI. Our 4-step approach strategizes, prioritizes, and solutionizes to ultimately realize the desired business goals.

Strategize (Why to Automate)
  • Cost
  • Speed
  • Quality
  • Experience
  • Risk
Prioritize (What to Automate)
  • Redesigning processes
  • Reimagining processes
  • Stop part of processes
  • Leverage existing platform
Solutionize (How to Automate)
  • Robotic process automation (RPA)
  • Cognitive technology solutions
  • Machine learning
  • Artificial intelligence
Automate (Expected Benefits Refined)
  • Build
  • Support
  • Administer

We utilize natural language processing (NLP) to understand customer intent and context. We also employ machine learning to generate personalized and accurate responses to facilitate prompt resolutions. We work across all deployment channels (voice and digital), CRMs, and ITSMs while remaining platform-agnostic.

Deployment Channels

Telephony | Smart Speakers | Mobile App | Website | Social Media

CRM and ITSM

Leading customer relation management (CRM) and IT service management (ITSM) software

Features

Context switching | Multilingual | Database integration | Conversational transcripts | Transfer to live agent | Platform specific responses | Sentiment analysis

We empower organizations across industries to utilize generative AI in achieving defined business outcomes through a structured approach. We are solving business outcomes that meet customer needs, employee expectations, and financial metrics.

Key Customer Metrics

Customer satisfaction | Agent satisfaction | Net promoter score | First contact resolution | Repeat contact resolution | Transfers | Complaints | Cases and tickets

Key Employee Metrics

eNPS | Employee satisfaction | Talent retention | Learning and development opportunities | Turnover rate | Early life attrition throughputs | Goals achievement | Performance variance

Key Financial Metrics

Revenue | Margin | Cost | Bad debt % Churn | Digital channel mix | Compliance % | Cross sell and up sell | Total sales, retention | Self-serve % | Cost of hire, cost to hir

Navixus Centers of Excellence (CoE)

Consulting

Understanding your current business process and creating an optimization map to reach the desired ‘to-be’ state with strategic consulting.

Technology Enablement

Improve efficiency, optimize manpower utilization and cost of business, and enhance CX and employee engagement with automation.

CX Technology

Best-in-class contact centre and engagement desktop solutions to deliver a hyper-personalized experience to your end customers.

Analytics

Move from reactive to a proactive and predictive way of working with advanced analytics capabilities delivering cutting edge AI/ML solutions.

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Operational Excellence

Leverage proven frameworks and enabling tools to empower your workforce and increase overall productivity.

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Managed Technology

Experience and expertise coupled with latest technologies helping with management, support, optimization, customer experience, and more.

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