Emerging technologies have become a prime focus area to deliver exceptional experiences to customers today. In a bid to stand out among competition, organizations are seeking ways to enhance customer service through their most direct and powerful channel – the Contact Center. Given the complexities and sophistication of these systems, there is a greater need for industry leaders to work together to solve these challenges and drive success.
Tech Mahindra and Uniphore recently entered a multi-year, multi-million-dollar strategic partnership to optimize contact center operations and improve business outcomes in the work-from-home era. The partnership will provide joint customers access to Uniphore’s cutting-edge Conversational Service Automation platform and Tech Mahindra’s data and analytics expertise across multiple industries and verticals.
Tech Mahindra will also expand its global reach and drive IT innovation in the contact center as the industry adapts to an increasingly digitalized and remote work friendly environment through this alliance.
According to Ritesh Idnani, President, Business Process Services, Tech Mahindra, “Every industry – from telecom to banking to retail – is thriving with opportunity in customer experience. We have already seen a trend towards digital transformation of the industry, and recent events have accelerated the need to deploy the technology to support the demands. It is time to make sure businesses are prepared for what the future holds. As part of our TechMNxt charter, we are focused on leveraging next gen technologies, and through this partnership with Uniphore we look forward to optimize business processes and lower costs, while still improving the experience for consumers.”
Technology has emerged as the clear winner against the backdrop of COVID-19 and the new business norms it has introduced. The customer service industry has been and will continue to be impacted the most as it became very apparent that legacy technology could not function adequately.. However, instead of dipping, the estimated $350 billion contact center market is now estimated to be a $470-billion market.
“Customer experience is more important now than ever before. In our rapidly changing world, consumers need brands to address their needs quickly and efficiently,” according to Umesh Sachdev, CEO and co-founder, Uniphore. “At Uniphore, developing innovative technology that addresses the varied needs of businesses, call center agents and consumers has been in our DNA since day one. By joining forces with one of the world’s largest BPOs, we are able to not only expand our reach, but also leverage the innovations Tech Mahindra’s team have developed as a result of their unique expertise. We are looking forward to a long and successful relationship.”
Tech Mahindra’s vast global presence, experience in key vertical markets and expertise in data and analytics, coupled with Uniphore’s unique CSA platform, will ultimately drive innovations that position businesses not just for today’s world, but for the future. The partnership promises to bring next generation of customer experiences coupled with better security for remote working agents to businesses and customers around the world.
Learn how Uniphore can help you deliver next generation customer experiences now!
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