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

Managed Technology

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

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.

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.