Navixus™ Customer Experience Technology CoE

Overview

Navixus empowers enterprises to navigate tricky digital crossroads by leveraging consulting-led contact center modernization services to drive operational efficiency and improve customer experience. We collaborate with customers to deliver contact center-as-a-service (CCaaS) and engagement desktop solutions from conceptual design to implementation, ensuring successful outcomes.More

Navixus empowers enterprises to navigate tricky digital crossroads by leveraging consulting-led contact center modernization services to drive operational efficiency and improve customer experience. We collaborate with customers to deliver contact center-as-a-service (CCaaS) and engagement desktop solutions from conceptual design to implementation, ensuring successful outcomes. Our holistic and business-driven approach focuses on understanding customer’s CX vison, pain points, and contact center ecosystem to craft cost-effective solutions maximizing business impact. We use an iterative process to deploy our solutions into production faster with minimal risk.

400+ successful deployments | >98% CSAT | 300+ certified resources

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Industry Challenge

Today, customer experience (CX) is one of the biggest differentiators for businesses. Still, most enterprises struggle to design and deliver a memorable CX for their end users. Often this is due to the ineffective utilization of the technology deployed through digital transformation initiatives. Tech Mahindra’s new business unit, Navixus, tackles this by offering solutions that enable businesses to innovate, automate, and accelerate their customer journeys like never before.

Solution Highlights

CCaaS

  • CCaaS solution blueprints
  • Full lifecycle CCaaS implementations
  • CCaaS system enhancements

Engagement Desktop

  • Agent desktop blueprints
  • Custom desktop design and implementations
  • Case management
  • Desktop optimization

Connected Solutions

  • Conversational interactive voice response (IVR)
  • Desktop and service cloud BYOT
  • Beyond the connector enhancements
  • Custom applications

Solution Benefits

Our client base includes hundreds of enterprises across various vertical. By partnering with us, our clients achieved measurable results across their operations.

  • 11% savings over four years for an American health insurance provider
  • 20% increase in customer satisfaction (CSAT) for an American non-profit organization
  • 11% cost reduction achieved for a global nutritional product retailer
  • 24% less outbound calls for an American commercial truck manufacturer
  • 30% cost reduction with robotic process automation (RPA) for a Canadian telecommunications provider
  • 4X increase in throughput for a US government health provider

Leading The Way

Case Study

TechM Navixus™ Leads CCaaS transformation for US-based Health Insurance Provider

Case Study

TechM Navixus™ Leads Cloud transformation for a Large Online Brokerage Firm

Brochure

Navixus™ - Navigating Our Customers’ Journeys

Navixus™ Centers of Excellence (CoE)

Consulting

Understanding your current business process and creating an optimization map to reach the desired ‘to-be’ state with strategic consulting.

Technology Enablement

Improve efficiency, optimize manpower utilization and cost of business, and enhance CX and employee engagement with automation.

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Analytics

Move from reactive to a proactive and predictive way of working with advanced analytics capabilities delivering cutting edge AI/ML solutions.

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Operational Excellence

Leverage proven frameworks and enabling tools to empower your workforce and increase overall productivity.

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Managed Technology

Experience and expertise coupled with latest technologies helping with management, support, optimization, customer experience, and more.

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Get In Touch

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