- The Quadrant Knowledge Solutions SPARK Matrix™ provides
competitive analysis & ranking of the leading Contact Center
Outsourcing Services vendors.
- Tech Mahindra, with its comprehensive technology and customer
experience management, has received strong ratings across the
parameters of service excellence and customer impact.
PUNE, India, July 29, 2024 /PRNewswire/ -- Quadrant
Knowledge Solutions announced today that it has named Tech
Mahindra (NSE: TECHM), a leading global provider of technology
consulting and digital solutions to enterprises across industries,
as the 2024 service leader in the SPARK Matrix: Contact Center
Outsourcing Services (CCOS), 2024.
The Quadrant Knowledge Solutions' SPARK Matrix™ includes a
detailed analysis of global market dynamics, major trends, vendor
landscape, and competitive positioning. The study provides
competitive analysis and ranking of the leading service vendors in
the form of its SPARK MatrixTM. The study offers
strategic information for users to evaluate different provider
capabilities, competitive differentiation, and market position.
According to Abhinav Das,
Analyst, Quadrant Knowledge Solutions, "Tech Mahindra emerges in
the CCOS market as a prominent player with its strategic emphasis
on innovation and digital transformation. Through its
Navixus™ business unit, the company offers a 360° digital
transformation suite designed to tackle complex challenges in
customer engagement and business processes. Additionally, Tech
Mahindra's proactive R&D efforts via Makers Lab and
its commitment to preserving Indian languages with Project Indus
reflect a forward-thinking approach."
"Strategic acquisitions and launches such as Populii have
further improved its capabilities in delivering comprehensive
digital customer experience services. These elements collectively
enhance Tech Mahindra's ability to meet diverse client needs and
adapt to evolving market demands." adds Abhinav.
Birendra Sen, Business Head,
Business Process Services, Tech Mahindra, said, "Being recognized
as a service leader in the SPARK Matrix™ for Contact Center
Outsourcing Services 2024 reflects Tech Mahindra's relentless
pursuit of innovation and excellence. Our Navixus™ digital
transformation suite and TechM amplifAI 0→∞ artificial
intelligence suite allows us to deliver scale at speed, setting new
benchmarks in customer experience. By focusing on blending
cutting-edge technology with deep customer insights and enhanced
operational efficiency, we solidify our position as a prominent
player in a rapidly evolving market."
Quadrant Knowledge Solutions defines Contact center outsourcing
services (CCOS) as the strategic business practice of engaging with
the third-party service providers to manage and optimize customer
interactions across multiple communication channels including phone
and VOIP calls, emails, social media platforms, chatbots, and live
chat. The service providers such as Tech Mahindra are responsible
for the operational efficiency, resources management, and
technological infrastructure maintenance required to deliver
superior customer service. This includes telephony systems,
customer relationship management (CRM) software, workforce
management tools, and comprehensive reporting mechanisms. The
service providers ensure seamless, integrated communication across
channels, facilitating consistent and personalized interactions
that meet evolving customer expectations. This approach allows
businesses to concentrate on their core competencies while
benefiting from the scalability, flexibility, and innovation
offered by professional contact center outsourcing service
providers.
The contact center outsourcing services (CCOS) market continues
to be a strategic choice for companies aiming to enhance customer
relations and streamline operations. Modern outsourcing partners
now offer even more advanced infrastructure and cutting-edge
technology, including sophisticated IVR systems, AI-driven CRM
tools, and omnichannel communication platforms, ensuring seamless
customer interactions and efficient business processes.
Additionally, they provide advanced CX analytics, robust automation
tools, and comprehensive consultancy for digital transformation.
The latest trends in CCOS also emphasize the integration of AI and
machine learning to further enhance service personalization and
operational efficiency. Utilizing these outsourcing services
enables companies to reallocate resources to core business
functions, thereby boosting overall productivity. As businesses
increasingly recognize the importance of these services in meeting
growing consumer expectations, the demand for innovative and
flexible CCOS solutions continues to rise.
Additional Resources:
- For more information about Tech Mahindra, visit
here
- Complimentary download link
- SPARK Matrix: Contact Center Outsourcing Services, 2024
Link
About Tech Mahindra
Tech Mahindra (NSE: TECHM) offers technology consulting and
digital solutions to global enterprises across industries, enabling
transformative scale at unparalleled speed. With 147,000+
professionals across 90+ countries helping 1100+ clients, TechM
provides a full spectrum of services including consulting,
information technology, enterprise applications, business process
services, engineering services, network services, customer
experience & design, AI & analytics, and cloud &
infrastructure services. It is the first Indian company in the
world to have been awarded the Sustainable Markets Initiative's
Terra Carta Seal, in recognition of
actively leading the charge to create a climate and nature-positive
future. Tech Mahindra is part of the Mahindra Group, founded in
1945, one of the largest and most admired multinational federation
of companies. For more information on how TechM can partner with
you to meet your scale at speed imperatives, please visit
https://www.techmahindra.com/
Media Contacts:
Tech Mahindra
Abhilasha Gupta,
Head – Global Corporate Communications & Public Affairs, Tech
Mahindra
Email: Abhilasha.Gupta@TechMahindra.com;
media.relations@techmahindra.com
About Quadrant Knowledge Solutions
Quadrant Knowledge Solutions is a global advisory and consulting
firm focused on helping clients in achieving business
transformation goals with Strategic Business and Growth advisory
services. At Quadrant Knowledge Solutions, our vision is to become
an integral part of our client's business as a strategic knowledge
partner. Our research and consulting deliverables are designed to
provide comprehensive information and strategic insights for
helping clients formulate growth strategies to survive and thrive
in the ever-changing business environments.
For more available research, please visit
https://quadrant-solutions.com/market-research/
Media Contact:
Ajinkya Ingle
Quadrant Knowledge Solutions
Regus Business Center
35 Village Road, Suite 100,
Middleton, Massachusetts 01949,
United States
Email: ajinkya@quadrant-solutions.com
Phone: (+1) 978-344-2770
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