WNS Named a ‘Leader’ in Digital Customer Care Services by IDC MarketScape
January 31 2022 - 9:33AM
Business Wire
WNS (Holdings) Limited (NYSE: WNS), a leading provider of global
Business Process Management (BPM) solutions, today announced that
it has been named a ‘Leader’ in the IDC MarketScape for Worldwide
Digital Customer Care Services 2021-2022 Vendor Assessment. (doc
#US47203921, December 2021)
The report cites WNS’ investments and capabilities in
omni-channel solutions, analytics, Artificial Intelligence (AI),
and industry-specific platforms as key strengths. The IDC
MarketScape also notes, “In regard to other digital capabilities,
WNS is notable for contact center automation, exceeding the
industry average for the number of engagements that include RPA
deployments and pilots for conversational AI-based chatbots.” The
assessment notes “Interviews with WNS clients revealed WNS is
flexible and willing to invest in client relationships and its time
to execute is excellent.”
WNS’ “EXPIRIUS” platform is the key enabler of its digital
customer experience services. Consisting of eight microservice
offerings, EXPIRIUS integrates human-assisted design and domain
expertise with AI-driven conversational insights and consulting-led
CX strategies to create a holistic digital customer experience.
“Digital transformation underpinned by domain knowledge,
technology and automation, advanced analytics, and human
intelligence is central to our business strategy. This approach has
enabled WNS to co-create solutions that help our clients drive
unparalleled end-customer experiences which generate revenue,
enable actionable insights, increase operating efficiencies and
reduce costs,” said Keshav R. Murugesh, Group CEO, WNS.
"WNS stands out in the customer care services market because of
their deep domain expertise, integrated digital approach with
EXPIRIUS (and its plethora of micro services) in addition to their
flexible engagement models. WNS customers often tout their agility,
adaptability, and ability to transform goals to business
outcomes…valuing them as a true extension of their company. This
clearly reflects WNS ‘co-create to innovate’ approach to service
delivery," says Ali Close, Manager of IDC's Intelligent Finance and
Customer Care BPS program. "I look forward to see how WNS will
contextualize EXPIRIUS and other services to cater to new CX
demands in the future."
WNS’ CX solutions leverage integrated domain knowledge, process
expertise, state-of-the-art technology platforms, and access to
global talent featuring multilingual capabilities. Today, WNS has
over 15,000 CX specialists in 12 countries delivering end-to-end
support for 60+ global clients across industries.
About IDC MarketScape
IDC MarketScape vendor analysis model is designed to provide an
overview of the competitive fitness of ICT (information and
communications technology) suppliers in a given market. The
research methodology utilizes a rigorous scoring methodology based
on both qualitative and quantitative criteria that results in a
single graphical illustration of each vendor’s position within a
given market. IDC MarketScape provides a clear framework in which
the product and service offerings, capabilities and strategies, and
current and future market success factors of IT and
telecommunications vendors can be meaningfully compared. The
framework also provides technology buyers with a 360-degree
assessment of the strengths and weaknesses of current and
prospective vendors.
About WNS
WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process
Management (BPM) company. WNS combines deep industry knowledge with
technology, analytics, and process expertise to co-create
innovative, digitally led transformational solutions with over 375
clients across various industries. WNS delivers an entire spectrum
of BPM solutions including industry-specific offerings, customer
experience services, finance and accounting, human resources,
procurement, and research and analytics to re-imagine the digital
future of businesses. As of December 31, 2021, WNS had 49,610
professionals across 55 delivery centers worldwide including
facilities in China, Costa Rica, India, the Philippines, Poland,
Romania, South Africa, Spain, Sri Lanka, Turkey, the United
Kingdom, and the United States.
For more information, visit www.wns.com or follow us on
Facebook, Twitter, LinkedIn, and Instagram.
Safe Harbor Provision
This document includes information which may constitute
forward-looking statements made pursuant to the safe harbor
provisions of the Private Securities Litigation Reform Act of 1995,
the accuracy of which are necessarily subject to risks,
uncertainties, and assumptions as to future events. Factors that
could cause actual results to differ materially from those
expressed or implied are discussed in our most recent Form 20-F and
other filings with the Securities and Exchange Commission. WNS
undertakes no obligation to update or revise any forward-looking
statements, whether as a result of new information, future events,
or otherwise.
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Investors David
Mackey EVP – Finance & Head of Investor Relations WNS
(Holdings) Limited +1 (646) 908-2615 david.mackey@wns.com
Media: Archana Raghuram
Global Head – Marketing & Communications and Corporate Business
Development WNS (Holdings) Limited +91 (22) 4095 2397
archana.raghuram@wns.com ; pr@wns.com
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