NavixusTM Achieved 37% Voice Call Deflection for a Financial Firm through CCaaS Implementation

Overview

Our client, one of the leading financial service providers, was undergoing rapid global expansion. This prompted the need for a sophisticated contact center solution that could be effectively deployed and managed uniformly across its global locations. They partnered with Navixus™, Tech Mahindra BPS’ digital transformation business unit for a solution.More

Our client, one of the leading financial service providers, was undergoing rapid global expansion. This prompted the need for a sophisticated contact center solution that could be effectively deployed and managed uniformly across its global locations. They partnered with Navixus™, Tech Mahindra BPS’ digital transformation business unit for a solution. By leveraging the specialization of Navixus™ in implementing a contact center as a service (CCaaS) solution and supporting ongoing optimization for the deployed CCaaS platform, they achieved a 37% voice call deflection to self-service and other digital channels.

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Redefining the Digital Core in Digital Transformation

Business Challenge

The client sought a solution provider to manage their CCaaS implementation and support the ongoing optimization. The key challenges to be addressed were:

  • Transitioning to cloud-based solutions
  • Eliminating the involvement of IT departments
  • Addressing the expansion barriers
  • Increasing call deflection
  • Introduce digital channels of self-help

Strategy and Implementation

Platform Deployment

Deployed preferred CCaaS platform with an emphasis on outbound strategy that focused on revenue generation improvement.

Self-Service Channels

Added self-service channels or bots and customer verification to shorten and deflect calls from live agents.

Omni-Channel Routing

Completed digital-first omnichannel routing including social media, email, and chat to further deflect voice calls.

PMI Compliance

Implemented 3rd party application to bring sensitive client data into PMI compliance.

Managed Technology

Migrated support to third-party CCaaS-managed technology services for effective operations.

Value Delivered

  • 27% increase in revenue generation and collections.
  • 37% of voice calls were deflected to self-service and other digital channels.
  • 100% adherence to SLAs for 16 of 17 quarters.
  • 99.9% uptime of cloud-based voice services platform over 17 quarters.