Building Higher Velocity and Balancing it with
Stability - Accelerating Innovation through Smart Ops
Smart Ops in Contact Centers is breaking barriers between customer service disciplines while providing seamless transition to digital contact center channels, accelerating time to market, enhancing customer experience and improving quality. Smart Ops is focused on the following goals:
Establish a culture of collaboration, breaking down traditional silos and common measures of success
Accelerate time to market with customer feedback
Reduce TCO by replacing COTS with open source software
Create differentiated solutions/assets/IC across various industries
Expand offerings to mobile applications, and on cloud
Develop niche offerings e.g. performance engineering and service virtualization assets
At TechM BPS we understand how important it is for our customers to adapt to the dynamic customer preferences. However, it is always easy for a customer to adapt to incremental changes, rather than changing the system altogether. Our ADOPT methodology for Smart Ops helps deliver excellent and seamless customer experience.
Continuous Monitoring and Feedback
Matruity assessmentRoadmapTool assessmentChange Management
Test Environment ProvisioningTest Data ManagementMaintenance of Smart Ops Tools, TrainingReporting
Process ModelingSolution Map Design and Roll OutUse Case Development and Deployment
Hosting serviceOPEX offering for a Software LicencesAdvisory Implementation Support
CareXa is Tech Mahindra’s next generation customer care solution, with agent virtualization, analytics, assisted interactions and digital channels. See this video to know more.