Navixus™ Operational Excellence CoE | Tech Mahindra

Overview

A global center of excellence (CoE) focused on tackling operational crossroads with a suite of solutions that empowers the workforce and increases the overall productivity of operations.

End-to-End Transformational Capabilities
Leverage proven frameworks and enabling tools to empower your workforce and increase overall productivity.

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A global center of excellence (CoE) focused on tackling operational crossroads with a suite of solutions that empowers the workforce and increases the overall productivity of operations.

End-to-End Transformational Capabilities
Leverage proven frameworks and enabling tools to empower your workforce and increase overall productivity.

  • Knowledge Management (KM)
  • Quality and Voice Analytics
  • Workforce Management (WFM)
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Our Offerings

KM Strategic Consulting

Evaluation of their business to determine and recommend:

  • Platform selection
  • Program design
  • Organizational design
  • Measurement strategy
  • Implementation planning and support
  • Training
  • Reporting and dashboards

Managed Services

We will build and manage the program for the client using our hybrid onshore / offshore team, including:

  • Strategy and program management
  • Subject matter experts
  • Category and content building
  • Analytics
  • Dashboards and reporting
  • Insights and recommendations

Staff Augmentation

We provide additional staffing to make the client’s KM program successful, including:

  • Project / implementation management
  • KM SMEs for support with ontology / taxonomy, governance, change management, and communications, etc.
  • Content / technical writers
  • KM content quality analysts
  • KM reporting analysts

A data-driven customer interaction and quality engagement model that combines technology, best practices, and governance to deliver service excellence, offer insight into business challenges and trends, provide accurate summaries, and adapt to customer emotions in near real-time.

SWAT Team (6 – 8 Weeks)

Short-term engagement to solve a specific business challenge or answer a specific question using conversational analysis.

Strategic Consulting (3 – 6 Months)

A consulting-led engagement that focuses on evaluating the business and determining its operational, technical, and organizational needs.

Managed Service (Long-Term)

We will build and manage the program using our hybrid onshore / offshore teams right from strategy management to reporting and insights extraction.

We enable clients with workforce management and optimization solutions focused in three key areas that drive our framework efficiency and effectiveness for our client’s operations.

Strategy

  • WFM assessments
  • Focused roadmaps
  • Value realization

Managed Services

  • Real time management
  • Quality assurance
  • Forecasting and scheduling
  • Vendor management

Enablement

  • WFM system selection
  • SOPs and governance models
  • System and reporting evaluation
  • Organization design
  • Budget development
  • Implementations
  • Training and education

Navixus™ Centers of Excellence (CoE)

Consulting

Understanding your current business process and creating an optimization map to reach the desired ‘to-be’ state with strategic consulting.

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Intelligent Automation

Improve efficiency, optimize manpower utilization and cost of business, and enhance CX and employee engagement with automation.

Analytics

Move from reactive to a proactive and predictive way of working with advanced analytics capabilities delivering cutting edge AI/ML solutions.

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CX Technology

Best-in-class contact centre and engagement desktop solutions to deliver a hyper-personalized experience to your end customers.

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Managed Technology

Experience and expertise coupled with latest technologies helping with management, support, optimization, customer experience, and more.

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Banking & Financial Services

Manufacturing

Oil & Gas

Health & Life

Communication

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