#contactcenterworld, @tech_mahindra
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, @tech_mahindra
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.apnnews.com
About TechMahindra:Tech 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.
Published: Wednesday, March 3, 2021
1.) | 3Fiftynine CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams |
6.) | CallFinder CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more) |
7.) | ComSys S.A. CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more) |
8.) | Consilium Software Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more) |
10.) | Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) |
11.) | DialogTech DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more) |
12.) | eGain Corporation eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more) |
16.) | MiaRec, Inc. MiaRec Voice Analytics A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance. Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l... (read more) |
18.) | OpsTel Services VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more) |
19.) | Pointel CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more) |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall