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  • Enterprises Must Expedite Hybrid Multi-Cloud Initiatives to Drive Business Outcomes

    Aug 11, 2022, by John Laherty

      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[...]

  • Vodafone NZ’s Automation Journey with Tech Mahindra

    Oct 26, 2021, by Ivan Kotzev

      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[...]

  • Tech Mahindra Orchestrating CX Transformation: Interview with Birendra Sen

    Sep 16, 2021, by Ivan Kotzev

      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[...]

  • ‘Work from Anywhere’ for CX Services: Q&A with Tech Mahindra’s Ritesh Idnani

    Jul 10, 2020, by Ivan Kotzev

      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[...]

  • Tech Mahindra Refreshes Functional Test Execution with AI & UX Capabilities

    Dec 16, 2019, by Dominique Raviart

      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[...]

  • Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a

    Nov 01, 2019, by Ivan Kotzev

      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[...]

  • Democratizing Analytics: Tech Mahindra Virtual Analyst

    Sep 30, 2019, by Ivan Kotzev

      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[...]

  • Tech Mahindra Introduces Performance Testing Platform Based on Open Source Software

    Aug 02, 2019, by Dominique Raviart

      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[...]

  • Integration & Autonomy: Common Traits of Successful Creative Acquisitions in IT Services

    Apr 23, 2019, by NelsonHall Analyst

      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[...]

  • The CX Consulting Race: New Players, New Models, and Tech Mahindra’s Example

    Nov 06, 2018, by Ivan Kotzev

      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 [...]

  • Tech Mahindra Continues to Shift Performance Testing Portfolio Toward Next-Gen Services

    Sep 13, 2018, by Dominique Raviart

      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[...]

  • The CX Workforce Challenge & How Vendors Are Responding

    Aug 31, 2018, by Ivan Kotzev

      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.&[...]

  • Tech Mahindra BPS’ Approach to CX Process Automation

    Jul 23, 2018, by Ivan Kotzev

      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’s ATA Tackles the Challenges of Model-Based Testing

    Jun 15, 2018, by Dominique Raviart

      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[...]

  • Tech Mahindra’s Blueprint for Next Gen IT Services

    Jun 01, 2018, by Rachael Stormonth

      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. [...]

  • Tech Mahindra Focusing on Automating Manual Testing with Agile in Mind

    May 19, 2017, by Dominique Raviart

      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[...]

  • The Human Side of Digital Transformation: Why Digital is Driving the Need to Invest in Non-Technical Capabilities

    Apr 28, 2017, by NelsonHall Analyst

      NelsonHall recently completed an analysis of the digital transformation capabilities and offerings of selected IT services vendors. While all vendors are investing in offerings under the ‘digital transformation’ umbrella, their investments range from industry-focused offerings using proprietary IP, to packaged solutions, to digital strategy consulting. One area of focu[...]

  • Tech Mahindra's Push to Automate Performance Testing in the Context of DevOps

    Mar 23, 2017, by Dominique Raviart

    We have reported several times on the service offering of the Performance Engineering unit within Tech Mahindra’s Testing Services business. Tech Mahindra Performance Engineering (TMPE) recently briefed NelsonHall about its work in positioning performance engineering within DevOps through its CONPASS platform. Automating Performance Testing in the Context of DevOps One big element [...]

  • Tech Mahindra Accelerates into IoT Performance Testing for Connected Cars

    Aug 16, 2016, by Dominique Raviart

    NelsonHall has reported previously on how Tech Mahindra is developing its performance engineering capabilities through its Tech Mahindra Performance Engineering (TMPE) practice. TMPE has transitioned its services portfolio from performance testing initially to performance engineering, shift-left, and production (see here), helping client organizations to take performance into account at the so[...]

  • Tech Mahindra’s Application Security Business Expands Offering, Targets Multi-Year Deals

    Jul 22, 2016, by Dominique Raviart

    In an earlier blog, we described how Tech Mahindra had expanded its performance engineering testing to embrace the Internet of Things (IoT), and here we take a look at how the company is handling another area of non-functional testing: software security testing. Tech Mahindra provides security services through its Cyber Security practice, a horizontal line of business. The practice has a headco[...]

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