TechM NavixusTM Delivers Quality CX Transformation for a Media and Entertainment Company

Overview

Our client, one of the leading media and entertainment providers, was looking to enhance customer experience (CX) to address their declining customer interaction quality. They partnered with NavixusTM, Tech Mahindra BPS’ digital transformation business unit, to transform their quality program, tackling complex customer engagement, business, and technology challenges to improve efficiency and effectiveness.More

Our client, one of the leading media and entertainment providers, was looking to enhance customer experience (CX) to address their declining customer interaction quality. They partnered with NavixusTM, Tech Mahindra BPS’ digital transformation business unit, to transform their quality program, tackling complex customer engagement, business, and technology challenges to improve efficiency and effectiveness. Through detailed recommendations and orchestrated managed services, Tech Mahindra helped the client achieve USD 3.45 Million in annual operating cost savings.

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Business Challenge

Business Challenge

The deployment of client’s in-house interaction analytics platform for their quality program was inefficient. The situation demanded a partner to address the following key issues:

  • Integrating contact center activities.
  • Transitioning to cloud-based solutions.
  • Solving expansion barriers.
  • Improving interaction environment for agents.
  • Overcoming negative CX. 

Strategy and Implementation

Expert Recommendations

NavixusTM provided detailed recommendations to maximize their interaction analytics platform capabilities.

Strategic Analytics

The team strategically selected analytics categories within the platform to measure the most impactful conversational elements.

Optimized Operating Model

Designed an organizational operating model suited with the client’s short and long-term objectives.

Managed Services

Offered managed services to continuously analyze KPIs post launch.