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News : Tech Mahindra and Celonis Launch Frictionless Contact Center BPO Transformation Solution

#contactcenterworld

Munich, Germany and New York City, USA/ India, March 1, 2021 -- Celonis, a global provider in Execution Management Systems (EMS) and Tech Mahindra, a provider of digital transformation, consulting, and business re-engineering services and solutions, have announced an expanded global partnership with the launch of the first of three new joint solutions for Business Process Outsourcing (BPO) transformation.

The expansion results from Tech Mahindra having secured new customer deals deploying Celonis’ Execution Management System (EMS) technology. Both partners co-developed a Frictionless Contact Center BPO Transformation solution that enables customers to address the costs and lost profitability caused by poor customer service.

"By combining the Celonis Execution Management System with our business process services, we are able to both find the execution gaps in our customers’ businesses and help them reach their full execution capacity", said Ritesh Idnani, President, Business Process Services, Tech Mahindra. "Our new, jointly-built Frictionless Contact Center BPO Transformation solution is a unique platform for improving efficiencies, driving optimization, enabling self-service and ensuring an enhanced customer experience. This is tangible proof thatthrough our partnership with Celonis, Tech Mahindra is delivering greater business impact for global customers driving faster growth, higher margins, and a more predictable return on investment."

Malhar Kamdar, Chief Ecosystem Officer at Celonis, comments: "We are very excited to collaborate with the TechM BPS teams to drive their NXT.NOW Transformation agenda that will offer our joint customers a 360 degree CX experience for zero touch operations and digital self-service across multiple B2B/B2C channels, leveraging Celonis’ Execution Management System (EMS) platform and TechM’s global capabilities and domain expertise to drive more execution capacity for our customers and their end consumers and supplier ecosystem, to run more efficiently and operate at their full potential. We are thrilled by the difference that Celonis and TechM teams are together driving to accelerate enterprise digital and process transformation initiatives for our global clients." As part of the partnership, Tech Mahindra has also established an internal Celonis Center of Excellence to boost the deployment of the Celonis’ EMS with its customers alongside its own managed services offerings. The EMS helps companies in every industry maximize execution capacity – the optimum level of performance they can achieve with available time and resources.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.apnnews.com


About TechMahindra:
Company LogoTech Mahindra is a leading provider of solutions and services to the telecommunications industry with a majority stake owned by Mahindra & Mahindra Limited, in partnership with British Telecommunications plc.Company Profile Page

Today's Tip of the Day - Let Your Agents Do the Talking

Read today's tip or listen to it on podcast.

Published: Wednesday, March 3, 2021

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2024 Buyers Guide Payment Services

 
1.) 
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CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

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PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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