When it comes to customer interaction experiences, hyper-personalization to satisfy individualized preferences and speed of response are critical elements. Interactions must be easy, seamless and fast. Traditional contact centers, however, suffer from unintelligent routing, poor text to voice capabilities, limited integration and fewer choices – and above all, being people dependent.
Mphasis Next Gen Contact Center (NGCC) is an intelligent solution that transforms customer interaction into an intelligent ‘AI-first’ Contact Center. Integrating the best of human and machine intelligence, NGCC leverages the best of AI, analytics and automation technologies to provide unified experiences to customers, high work satisfaction to agents and winning outcomes for businesses.
Mphasis' NGCC unifies systems, channels, and customer information into an intelligent interface to create a smart AI avatar of the customer service agent.
Mphasis' NGCC unleashes winning business outcomes for customer engagement and contact center operations.
60 percent reduction in TCO
Significant improvement in on-boarding time
Reduced customer service time
Substantial cost saving
Higher employee retention through greater job satisfaction as high-value advisors
Next-gen contact center solutions use AI, automation, analytics, and omnichannel orchestration to deliver hyper-personalized, predictive, and frictionless customer experiences.
They empower agents with real-time insights, integrate agent assist, intelligent routing, self-service, RPA, intelligent document processing, cognitive analytics, and unify digital channels to boost efficiency, reduce cost, and enhance customer experience.
Mphasis Contact Center Solutions deliver hyper-personalized, AI-led interactions, faster resolutions, and seamless omnichannel experiences.
Using NextOps and Next-Gen Contact Center, they combine AI, analytics, automation, and real-time knowledge tools to boost customer satisfaction metrics, reduce effort, and ensure consistent, proactive, high-quality engagement across every touchpoint.
AI and automation handle routine tasks, reduce average handle time, enhance accuracy, and provide real-time agent assist.
Mphasis NextOps and Next Gen Contact Center combine AI-powered self-service, predictive analytics, agent assist, and AI-led knowledge management to automate repetitive tasks, lower AHT, boost first call resolution, reduce TCO, optimize staffing, and deliver faster, consistent, hyper-personalized interactions across channels.
Yes. Mphasis contact center solutions fully support omnichannel engagement, unifying voice, chat, SMS, email, and callbacks into a seamless, integrated experience.
This gives agents complete journey context and ensures consistent, personalized interactions across all channels.
