{"id":10174,"date":"2021-03-01T11:24:25","date_gmt":"2021-03-01T11:24:25","guid":{"rendered":"https:\/\/web3unplugged.io\/blog\/?p=10174"},"modified":"2021-03-01T11:24:27","modified_gmt":"2021-03-01T11:24:27","slug":"tech-mahindra-and-celonis-launch-frictionless-contact-center-bpo-transformation-solution","status":"publish","type":"post","link":"https:\/\/web3unplugged.io\/blog\/tech-mahindra-and-celonis-launch-frictionless-contact-center-bpo-transformation-solution\/","title":{"rendered":"Tech Mahindra And Celonis Launch Frictionless Contact Center BPO Transformation Solution"},"content":{"rendered":"\n

Celonis, the global leader in Execution Management Systems (EMS) and\u00a0Tech Mahindra<\/a>, a leading provider of digital transformation, consulting, and business re-engineering services and solutions, today have announced an\u00a0expanded global partnership<\/a>\u00a0with the launch of the first of three new joint solutions for Business Process Outsourcing (BPO) transformation.<\/p>\n\n\n\n

The\u00a0expansion results from Tech Mahindra having\u00a0secured significant new customer deals\u00a0deploying Celonis\u2019\u00a0Execution Management System<\/a>\u00a0(EMS) technology, having\u00a0executed over 50 projects since the start of the global strategic alliance in December 2019, including a multimillion-dollar deal with a Forbes Global 500 customer in the telecoms sector, and reported customer savings of several million dollars. Both partners co-developed\u00a0a\u00a0Frictionless Contact Center BPO Transformation solution<\/a>\u00a0that enables customers to address the costs and lost profitability caused by poor customer service.<\/p>\n\n\n\n

The new co-developed\u00a0solution\u00a0provides a pathway to best-in-class service for customer contact centers\u00a0that increases business efficiency and optimizes cost by reducing friction. The solution incorporates a real-time performance cockpit that helps senior managers and team leads identify and measure process inefficiencies and take actions\u00a0by leveraging intelligent insights and\u00a0automation. The system identifies opportunities for automation, omni-channel support and revenue optimization. It reduces repeat calls, facilitates intelligent escalation, effectively manages capacity and predictive demand, and hands\u00a0off\u00a0selected tasks\u00a0that can be managed via automation.\u00a0As a result, it\u00a0drastically reduces the numbers of tickets that need to be processed and improves\u00a0first-call resolution rates, better agent utilization as well as\u00a0more zero-touch transactions and overall automation.<\/p>\n\n\n\n

\u201cBy combining the Celonis Execution Management System with our business process services,\u00a0we are able to both find the execution gaps in our customers\u2019 businesses and help them reach their full execution capacity\u201d, said\u00a0Ritesh Idnani, President, Business Process Services, Tech Mahindra<\/strong>. \u201cOur new, jointly-built Frictionless Contact Center BPO Transformation solution\u00a0is a unique platform for improving efficiencies, driving optimization, enabling self-service and ensuring an enhanced customer experience.\u00a0This is tangible proof that\u00a0through our partnership with Celonis, Tech Mahindra is\u00a0delivering\u00a0greater business impact for global customers driving faster growth, higher margins, and a more predictable return on investment.\u201d<\/p>\n\n\n\n

Malhar Kamdar, Chief Ecosystem Officer at Celonis<\/strong>, comments: \u201cWe are very excited to collaborate with the TechM BPS teams to drive their\u00a0NXT.NOW<\/a>\u00a0Transformation 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\u2019 Execution Management System (EMS) platform and TechM\u2019s 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.\u201d<\/p>\n\n\n\n

As part of the partnership,\u00a0Tech Mahindra has also established an internal Celonis Center of Excellence to boost the deployment of the Celonis\u2019\u00a0EMS with its customers alongside its own managed services offerings. The EMS helps companies in every industry maximize execution capacity \u2013 the optimum level of performance they can achieve with available time and resources.<\/p>\n\n\n\n

The newly expanded offering forms part of Tech Mahindra\u2019s broader Platforms\u00a0NXT<\/a>\u00a0strategic transformation approach to deliver actionable insights and creative solutions to help enterprises grow exponentially in a world of multiplying factors and interaction points, and the other two joint solutions will be announced later in 2021<\/p>\n","protected":false},"excerpt":{"rendered":"

Celonis, the global leader in Execution Management Systems (EMS) and\u00a0Tech Mahindra, a leading provider of digital transformation, consulting, and business re-engineering services and solutions, today have announced an\u00a0expanded global partnership\u00a0with the launch of the first of three new joint solutions for Business Process Outsourcing (BPO) transformation. The\u00a0expansion results from Tech Mahindra having\u00a0secured significant new customer […]<\/p>\n","protected":false},"author":1,"featured_media":10175,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","footnotes":""},"categories":[1],"tags":[],"class_list":["post-10174","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"rttpg_featured_image_url":{"full":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623.jpg",1270,852,false],"landscape":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623.jpg",1270,852,false],"portraits":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623.jpg",1270,852,false],"thumbnail":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623-150x150.jpg",150,150,true],"medium":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623-300x201.jpg",300,201,true],"large":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623-1024x687.jpg",1024,687,true],"1536x1536":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623.jpg",1270,852,false],"2048x2048":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623.jpg",1270,852,false],"post-thumbnail":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623.jpg",626,420,false],"graptor-sq-xs":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2021\/03\/HIC-TechM-Reupload-20210216112253623.jpg",100,67,false]},"rttpg_author":{"display_name":"admin","author_link":"https:\/\/web3unplugged.io\/blog\/author\/admin\/"},"rttpg_comment":0,"rttpg_category":"Uncategorized<\/a>","rttpg_excerpt":"Celonis, the global leader in Execution Management Systems (EMS) and\u00a0Tech Mahindra, a leading provider of digital transformation, consulting, and business re-engineering services and solutions, today have announced an\u00a0expanded global partnership\u00a0with the launch of the first of three new joint solutions for Business Process Outsourcing (BPO) transformation. The\u00a0expansion results from Tech Mahindra having\u00a0secured significant new customer…","_links":{"self":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts\/10174","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/comments?post=10174"}],"version-history":[{"count":1,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts\/10174\/revisions"}],"predecessor-version":[{"id":10176,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts\/10174\/revisions\/10176"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/media\/10175"}],"wp:attachment":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/media?parent=10174"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/categories?post=10174"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/tags?post=10174"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}