Scale at Speed™
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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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
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.