Report Summary
We are positioned as Leader for the fourth consecutive year in NelsonHall' s CX Services Transformation 2025 NEAT. Our CX consulting arm, Navixus, and BORN XDS deliver advanced consulting, automation, and GenAI solutions. With strong technology, telecom expertise, and strategic partnerships, the BPS unit drives digital-first CX transformation and innovation, maintaining industry leadership since 2022.
Tech Mahindra BPS has been positioned among the leaders in NelsonHall’s CX Services NEAT evaluations since 2022. Its core analytics and insights capabilities enable data-driven decision-making, a key requirement for CX services clients operating in highly volatile industries with reduced customer loyalty. Tech Mahindra BPS also has a strong AI technology ecosystem and can benefit from its strategic partnerships with joint GTM.
Key Highlights
Leader in CX Transformation
Recognized as Leader in the 2025 NelsonHall NEAT vendor evaluation for CX Services Transformation in the ‘overall’ market segment, CX improvement capability, and cost optimization capability, for showcasing strong delivery and future-readiness.
Comprehensive CX Services Offering
Delivering a wide range of CX services, including customer care, technical support, sales, loyalty management, content moderation, fraud prevention, and industry-specific services.
Advanced Technology Ecosystem
Leveraging proprietary applications for CX automation, conversational AI, GenAI, analytics, social media management, and employee management.
Global Presence and Workforce
Employing approximately 44.8k CX services employees across 50 sites in 15 countries, supporting nearly 170 clients in diverse industries.
Strategic Partnerships and Investments
Collaborating with Atento, Salesforce, Celonis, Soroco, Automation Anywhere, UiPath, AWS, GCP, and Microsoft Azure enhance its capabilities in AI, RPA, and automation.
Focus on GenAI and Agentic AI
Investing heavily in GenAI and agentic AI to transition from reactive to predictive customer support, amplified with the launch of TechM Orion and with its “AI Delivered Right” strategy.
Expansion in Emerging Markets
Expanding delivery network in regions like ANZ, Japan, LATAM, and Africa, with new sites and partnerships to support growth.
CX Roadmap and Strategic Direction
Focusing on digital-first service, automation, embedded analytics, and people enablement, to drive innovation and transformation.
Market Leadership in CX Services Transformation
Capitalizing on trends such as GenAI adoption, AI voice, and machine translation as the CX services market grows at 4.8% CAGR
Focus on Employee Enablement
Investments in AI training, simulations, and automated QA aim to enhance agent communication, selling skills, and overall employee lifecycle management.
Sector Specialization and Growth Opportunities
Target growth in telecom, BFSI, healthcare, and utilities, with a focus on CCaaS and CX consulting in region such as ANZ and Japan.