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Partner Execution Instrument

Tech Mahindra Frictionless Contact Center Solution

Frictionless Contact Center offering provides a single platform to drive strategic initiatives in contact centers providing a competitive advantage to increase efficiency & optimize cost by reducing friction.

Contact center solution can easily detect opportunities for automation, Omni-channel support, revenue optimization and enable business leaders to make data-driven decisions towards enhancing the CX.

Digital process mining driven contact center transformation model gives ๏ฌ‚exibility to the organizations to implement and manage remotely and uplift the transformation journey seamlessly.ย 

Proactive detection of anomalies such as IVR hangs up and short-call, therefore triggering an alert for BCP activation.

This is where Tech Mahindra and Celonis combine their strengths:

Best in Class KPI's

  • Reducing costly and time-consuming escalations and identify hidden process inefficiencies

  • Enable Self-Service & Automation Potential capability

Improve Customer Satisfaction

  • Proactive Process Interventions

  • Suggest Intelligent Actions

  • Streamline your processes to drive customer satisfaction measures like CSAT or NPS

Drive Labour Productivity & Compliance

  • Optimize Occupancy with intelligent demand prediction and resource planning

  • Ensuring Conformance by keeping a check on agent misconducts

Features & Capabilities

โ€ข Unveil most common process variants
โ€ข Understand full complexity to identify friction points
โ€ข Get the end-to-end view of your Contact Center process
โ€ข Deep dive into specific issues and anomalies
โ€ข Understand patterns - what works and what doesnโ€™t

Identify Friction

โ€ข Identify the root causes of the friction (e.g. for repeat calls)
โ€ข Take direct action from within Celonis in the Action Engine
โ€ข Set up automatic notification to Call Center Manager,Team Leaders
โ€ข Set up automatic notification to customer while being on hold
โ€ข Re-assign agent to respective team
โ€ข Automatic activation for Business Continuity Plan (BCP) upon detection of anomalies in the BAU process

Identify RCA & Take Action

โ€ข Dynamically assign resources based on changing demand
predicted with our ML model
โ€ข Reassign resources
โ€ข Contact team leads

Enhanced Reporting & ML based alignment

โ€ข Optimize performance by benchmarking each part
of the organization against each other
โ€ข Most important KPIs
โ€ข Benchmark between selected levels
โ€ข Possibility to set targets

Smart Benchmarking

โ€ข Visualizing end-to-end Contact Center process, Call Journey
and measuring the relevant KPIs in real time
โ€ข Get the end-to-end view of your Contact Center process

Unveil most common process variants

โ€ข Intelligently identifying the execution gaps based on their
impact on agent performance, customer experience
โ€ข Deep dive into specific issues and anomalies
โ€ข Understand patterns - what works and what doesnโ€™t

Understand full complexity to identify friction points
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Identify Friction
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Identify RCA & Take Action
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Enhanced Reporting & ML based alignment
Close
Smart Benchmarking
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Unveil most common process variants
Close
Understand full complexity to identify friction points

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