Client
Utility company in the USA
Project
Technology roadmap consulting for a Contact Center, to navigate their digitization journey and deliver early results
Business objectives
While digitization of customer contact centers is a priority for most utilities, developing a contextual roadmap that delivers real business outcomes and maximizes the return on investment (ROI) from existing assets is critical. Our client – a US-based, vertically integrated utility, engaged Wipro in a consulting assignment to achieve the following objectives:
How Wipro ensured client success
We used our proprietary contact center assessment framework that combines our deep expertise in the utility domain, with our experience in designing and supporting contact centers across many industries. The approach we adopted, guided by this framework, is briefly described below:
As-Is Benchmarking: We benchmarked critical contact center capabilities, such as customer experience, channels of engagement, knowledge insights, resource management, and workforce management, against the best-in-class across various industries. This exercise enabled the client to understand the as-is capability compared to the best-in-class and evaluate their current strengths and weaknesses.
Contact Center Assessment Framework
Strategic Technology Roadmap for the Contact Center: We developed a prioritized list of initiatives that would optimize the existing landscape and deliver early results without new technology purchases. These included application rationalization, leveraging out-of-box product capabilities, risk mitigation through infrastructure upgrades, and enhancing customer experience. We then identified new capabilities the client would require, to realize their customer experience and operational goals over a 5-year roadmap.
Technology Architecture: We developed a to-be technology architecture to underpin the roadmap and offer insights into how the architecture should evolve with various initiatives over the next few years.
Key Deliverables
Timeline View: Wipro proposed a 5-year program of the various projects, along with dependencies, to deliver optimum business results.
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