Tech Mahindra’s Business Process Outsourcing (BPO) arm was recognised as a ‘Leader’ by NelsonHall 2020 NEAT Evaluation (NelsonHall’s Vendor Evaluation and Assessment Tool), for its customer experience services in the telecom and media industry.

Telecom and Media is one of Tech Mahindra’s largest verticals. “Being positioned as ‘Leader’ reflects the transformational work done for our clients based on our automation, analytics and consulting model,” said Ritesh Idnani, President, Business Process Services (BPS), Tech Mahindra.

Tech Mahindra has won recognition for delivering innovation, customised user experience, transformation and digital content production through inhouse agencies including BIO, BORN Group, and Mad*Pow. “This acknowledgement highlights the synergy between Tech Mahindra and our portfolio companies in terms of collaboration and delivery of our digital and technology driven solutions,” added Mr Idnani.

Apart from this, Tech Mahindra has also been positioned as ‘Leader’ in the CX improvement focus and cost optimisation segments, and as a ‘High Achiever’ in the revenue generation segment.

NelsonHall NEAT helps sourcing managers save time and money and enhances the quality of their sourcing decisions in business process and IT outsourcing. NEAT sits at the front-end of the vendor screening process and assesses vendors against their ability to deliver immediate benefit to buy-side organisations, and their ability to meet future client requirements.

Telecom clients are demanding a shift to self-service and next-gen automation. “Tech Mahindra BPOs offers a combination of domain-specific IT expertise with deep CX sub-process knowledge,” said Iven Kotzev, Lead CX Services Analyst, NelsonHall.