Srotaswini Mohapatra
30 July 2024
Quadrant Knowledge Solutions has announced that Tech Mahindra, a provider of technology consulting and digital solutions, has been named the 2024 Service Leader in the SPARK Matrix for Contact Center Outsourcing Services (CCOS).
The Quadrant Knowledge Solutions’ SPARK Matrixâ„¢ 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 Navixusâ„¢ 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 Matrixâ„¢ for Contact Center Outsourcing Services 2024 reflects Tech Mahindra’s relentless pursuit of innovation and excellence. Our Navixusâ„¢ digital transformation suite and TechM amplifAI 0→∞ artificial intelligence suite allow 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 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.
