Page 50 - SAMENA Trends - February-March 2021

REGIONAL & MEMBERS UPDATES SAMENA TRENDS

supply chain in the healthcare and life synergies of both organizations to deliver on leveraging next generation technologies
sciences market. Further, it will consolidate seamless services to our customers across and deliver disruptive solutions to enable
our leadership in using technology to the globe.” The acquisition underlines Tech digital transformation and meet the
render next generation offerings to our Mahindra’s focus on digital growth, under evolving and dynamic customer needs.
clients, and together, we aspire to leverage the NXT.NOW framework, which focuses

Tech Mahindra and Celonis Launch Frictionless Contact Center BPO
Transformation Solution

Celonis, the global leader in Execution
Management Systems (EMS) and
Tech Mahindra, a leading provider of
digital transformation, consulting, and
business re-engineering services and
solutions, have announced an expanded
global partnership with the launch of
the first of three new joint solutions for
Business Process Outsourcing (BPO)
transformation. The expansion results
from Tech Mahindra having secured
significant new customer deals deploying
Celonis’ Execution Management System
(EMS) technology, having executed over
50 projects since the start of the global
strategic alliance in December 2019,
including a multimillion-dollar deal with as well as more zero-touch transactions (EMS) platform and TechM’s global
a Forbes Global 500 customer in the and overall automation. “By combining the capabilities and domain expertise to
telecoms sector, and reported customer Celonis Execution Management System drive more execution capacity for our
savings of several million dollars. Both with our business process services, we customers and their end consumers and
partners co-developed a Frictionless are able to both find the execution gaps supplier ecosystem, to run more efficiently
Contact Center BPO Transformation in our customers’ businesses and help and operate at their full potential. We are
solution that enables customers to them reach their full execution capacity”, thrilled by the difference that Celonis
address the costs and lost profitability said Ritesh Idnani, President, Business and TechM teams are together driving to
caused by poor customer service. The new Process Services, Tech Mahindra. “Our accelerate enterprise digital and process
co-developed solution provides a pathway new, jointly-built Frictionless Contact transformation initiatives for our global
to best-in-class service for customer Center BPO Transformation solution is a clients.” As part of the partnership, Tech
contact centers that increases business unique platform for improving efficiencies, Mahindra has also established an internal
efficiency and optimizes cost by reducing driving optimization, enabling self-service Celonis Center of Excellence to boost the
friction. The solution incorporates a real- and ensuring an enhanced customer deployment of the Celonis’ EMS with its
time performance cockpit that helps senior experience. This is tangible proof that customers alongside its own managed
managers and team leads identify and through our partnership with Celonis, services offerings. The EMS helps
measure process inefficiencies and take Tech Mahindra is delivering greater companies in every industry maximize
actions by leveraging intelligent insights business impact for global customers execution capacity – the optimum level
and automation. The system identifies driving faster growth, higher margins, and of performance they can achieve with
opportunities for automation, omni- a more predictable return on investment.” available time and resources. The newly
channel support and revenue optimization. Malhar Kamdar, Chief Ecosystem Officer at expanded offering forms part of Tech
It reduces repeat calls, facilitates intelligent Celonis, comments: “We are very excited Mahindra’s broader Platforms NXT
escalation, effectively manages capacity to collaborate with the TechM BPS teams strategic transformation approach to
and predictive demand, and hands off to drive their NXT.NOW Transformation deliver actionable insights and creative
selected tasks that can be managed via agenda that will offer our joint customers solutions to help enterprises grow
automation. As a result, it drastically a 360 degree CX experience for zero touch exponentially in a world of multiplying
reduces the numbers of tickets that need operations and digital self-service across factors and interaction points, and the
to be processed and improves first-call multiple B2B/B2C channels, leveraging other two joint solutions will be announced
resolution rates, better agent utilization Celonis’ Execution Management System later in 2021

50 FEB-MAR 2021