WNS Named a ‘Leader’ in Digital Customer Care Services by IDC MarketScape
WNS, a leading provider of global Business Process Management (BPM) solutions, announced that it has been named a ‘Leader’ in the IDC MarketScape for Worldwide Digital Customer Care Services 2021-2022 Vendor Assessment. (doc #US47203921, December 2021)
“Digital transformation underpinned by domain knowledge, technology and automation, advanced analytics, and human intelligence is central to our business strategy. This approach has enabled WNS to co-create solutions that help our clients drive unparalleled end-customer experiences which generate revenue, enable actionable insights, increase operating efficiencies and reduce costs”
The report cites WNS’ investments and capabilities in omni-channel solutions, analytics, Artificial Intelligence (AI), and industry-specific platforms as key strengths. The IDC MarketScape also notes, “In regard to other digital capabilities, WNS is notable for contact center automation, exceeding the industry average for the number of engagements that include RPA deployments and pilots for conversational AI-based chatbots.” The assessment notes “Interviews with WNS clients revealed WNS is flexible and willing to invest in client relationships and its time to execute is excellent.”
WNS’ “EXPIRIUS” platform is the key enabler of its digital customer experience services. Consisting of eight microservice offerings, EXPIRIUS integrates human-assisted design and domain expertise with AI-driven conversational insights and consulting-led CX strategies to create a holistic digital customer experience.
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“Digital transformation underpinned by domain knowledge, technology and automation, advanced analytics, and human intelligence is central to our business strategy. This approach has enabled WNS to co-create solutions that help our clients drive unparalleled end-customer experiences which generate revenue, enable actionable insights, increase operating efficiencies and reduce costs,” said Keshav R. Murugesh, Group CEO, WNS.
“WNS stands out in the customer care services market because of their deep domain expertise, integrated digital approach with EXPIRIUS (and its plethora of micro services) in addition to their flexible engagement models. WNS customers often tout their agility, adaptability, and ability to transform goals to business outcomes…valuing them as a true extension of their company. This clearly reflects WNS ‘co-create to innovate’ approach to service delivery,” says Ali Close, Manager of IDC’s Intelligent Finance and Customer Care BPS program. “I look forward to see how WNS will contextualize EXPIRIUS and other services to cater to new CX demands in the future.”
WNS’ CX solutions leverage integrated domain knowledge, process expertise, state-of-the-art technology platforms, and access to global talent featuring multilingual capabilities. Today, WNS has over 15,000 CX specialists in 12 countries delivering end-to-end support for 60+ global clients across industries.
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