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Client: Wipro Business Process Outsourcing
Vendor: NICE Systems
Project: To improve customer satisfaction and operational efficiency
Wipro Business Process Outsourcing (BPO) is a provider of BPO services focusing on complex, voice- and non-voice-based segment of customer-care services. Wipro BPO's front office operations currently handle more than 15 million transactions with services being provided from a total of 19 global delivery centers in North America, Central and Eastern Europe, India, China, and Latin America.
Challenges
Wipro's main objective was to expand its service offering to customers to improve productivity and agent performance; identify and eliminate root causes of business challenges and customer dissatisfaction; and add value to existing client processes.
Solutions
Wipro has an integrated solution approach providing enhanced value to its customers through process standardization, simplification, and optimization. As a BPO, Wipro leverages on a broad range of enterprise services joining varied domains, such as...