Populii is Tech Mahindra’s enterprise gig marketplace for data collection, user studies, and microtasks. NelsonHall recently spoke with Populii executives about the platform’s current capabilities and growth plans in support of the exploding AI data training market. Human annotation and specialized microtasks Populii is a gig community platform offering data collect[...]

  NelsonHall recently had a briefing followed by a demo of Tech Mahindra’s latest offering in field service management: Yantr.ai, an AI and ML-based bolt-on solution that can sit on existing scheduling systems. Yantr.ai provides a control tower solution to field service management, focusing on delivering operational efficiency, enhanced productivity, and improved workflow control[...]

  I spoke with Bharath Vasudevan, Chief Capability Officer, Tech Mahindra Business Process Services, on the company’s investments in GenAI, the business challenges it addresses, and the longer-term effects on CX services. What are some of the immediate opportunities for using GenAI? Bharath Vasudevan (BV): Like every other technology disruption, at Tech Mahindra we look at [...]

  In January 2022, Tech Mahindra acquired BPS provider Allyis. Allyis offers digital experience, cloud, AI, & engineering, data & analytics, and technical support services and has actively built trust and safety, content moderation, and content enhancement services. The deal complements Tech Mahindra's strategy over the last seven years to acquire and expand into experience[...]

  NelsonHall recently completed an in-depth analysis of end-to-end cloud infrastructure management services, in which we spoke to multiple leading IT services vendors and their clients. This blog looks at some of the key themes from this research, the investments vendors need to make to meet client demand, and how the market will evolve over the next 12 to 18 months. There is an inc[...]

  Humble beginnings Tech Mahindra and Vodafone New Zealand began their partnership in 2017 with a proof of concept for leveraging RPA in billing for one customer segment. Following its success, it evolved to a complete revamp of the telecom’s CX operating model using automation. The two companies created a shared team to discover, perform RPA feasibility checks, justify, an[...]

  Earlier this summer, I spoke with Birendra Sen, Business Leader, Tech Mahindra Business Process Services, on the building blocks of customer experience transformation and lessons from the pandemic. What are the main customer experience objectives for companies in 2021 and 2022? Birendra Sen: The pandemic caused almost a reset of customer experience objectives for brands. It acc[...]

  If there is a silver lining to the pandemic with respect to CX services, it is the changing perception of clients and providers on the pace of digital transformation and the role of frontline staff. In a conversation with Ritesh Idnani, President of Tech Mahindra, we discuss the company’s vision for what the Future of Work looks like and some of the latest trends and technologi[...]

  We recently caught up with Tech Mahindra’s QA practice, Digital Assurance Services, to assess recent progress with their IP strategy. Digital Assurance Services’ test automation strategy is based on IP and accelerators in its LitmusT platform. The company has been aggregating and integrating automation artifacts within LitmusT and intends to automate the full testing l[...]

  Voice bots are a tiny part of the customer service and outsourced CX services market today. However, they are significant both in terms of investment and the attention they are receiving from organizations. In both smart home devices (voice assistants) and traditional telephony, voice bots are growing (*see a sample of news items from October 2019 at the end of the text). With div[...]

  A common theme in NelsonHall’s Advances in Analytics BPS market analysis is that organizations’ need to operationalize data has matured beyond BI and simple visualization. Companies do not want to wait days to build a report and weeks, or even months, to generate insights. They need to fill the AI-analytics continuum, democratize data discovery and data manipulations, and[...]

  NelsonHall has commented several times about the role of platforms in quality assurance (QA) and how these are playing a central role in functional testing in the world of agile methodologies and continuous testing. Platforms take a best-of-breed approach to software components and rely, by default, on open source software, sometimes including expert functionality from COTS. In th[...]

  In recent years, many IT services firms have been aggressively acquiring new capabilities in creative areas such as design. One of the key challenges they face in acquiring such firms is managing what can be a significant culture gap between the flexibility of small creative firms and the regimented, industrialized nature of a global IT services firm. Successful acquisitions strik[...]

  NelsonHall has recently published a report on Digital Customer Experience Services, and one of the trends explored is the evolving competition in customer experience (CX) consulting. The traditional ecosystem includes distinct players with clear-cut roles: Big five management consulting firms such as Deloitte or PwC, providing strategy-level advisory which covers CX Niche UX [...]

  We recently talked with Performance Engineering, a horizontal unit within Tech Mahindra and a growth story within the firm’s testing practice: the unit’s headcount has nearly tripled in the last four years to 1.2k. Part of this success relates to changes that Tech Mahindra has made to its service portfolio, which has expanded from a specialized testing offering (perfor[...]

  In February, industry veteran and CEO of SYKES, Chuck Sykes, commented during the earnings call on CX services market trends: ‘… in the U.S., at least in my time, there is no time in the company's history that I can recall seeing this level of labor challenge. And it actually is something that you're going to see in a lot of developed countries around the world.&[...]

  Currently, the level of automation in the front-office is lower than it is for middle and back-office processes, with reasons including the lower cost of handling customer-facing processes, established offshore models for labor arbitrage, and lack of client interest. However, the upside of this relatively slow uptake is that automation can now be applied to multiple areas of CX, incl[...]

  Tech Mahindra recently briefed NelsonHall on its new model-based testing (MBT) offering, Automated Test Assurance (ATA). To date, enterprises have shown interest in MBT technology, but take up has been low, partly because they had already invested in creating test cases and test scripts and were reluctant to make a further investment in creating a new a set of process models/diagrams[...]

  Readers of the NelsonHall Quarterly Updates on Tech Mahindra over the last two years will be aware of initiatives that have taken place to turn around the LCC business it acquired, and also of recent investments such as a minority stake in Altiostar. This blog looks at some of the other sectors in which Tech Mahindra operates, and at some broad developments around service delivery. [...]

  There continues to be momentum in software testing, with many IT services vendors investing in automating different steps in the software development lifecycle (SDLC), notably through the creation of testing platforms. Platforms, involving the integration of open source software, COTS, and proprietary accelerators, are redefining the testing industry. Gradually, vendors are expanding[...]