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NEXTOPS

Business Process Services Driven by Domain, Technology, and Operations Expertise.

BUSINESS PROCESS SERVICES – NEXTOPS

 

NextOps is a lean, highly resilient and ITIL-aware approach to operations, underpinned by an intelligent digital core, a customer-centric design, and a flexible resourcing model.

 

Users and Clients always Front and Center

  • Capabilities designed to understand, personalize and optimize client journeys
  • Robust self-service tooling combined with white-glove support for complex engagements

Users and Clients always Front and Center

Intelligent and Continuous Automation

  • Every operational event is proactively managed through the NEXTOPS digital core
  • Configurable workflows maximize automation, ensuring efforts are decked against high-priority, high-impact activities
  • Permanent monitoring guarantees strict adherence to policies and SLAs
  • Proactive signal detection and real-time insights across apps, infra and ops enable anticipatory action and smart planning

Intelligent and Continuous Automation

Robust Engagement and Program Management

  • Sophisticated yet flexible engagement model that evolves as the network grows
  • Industry-leading program and project management with deep agile expertise
  • Proven transition playbooks and methodologies

Robust Engagement and Program Management

Flexible and Composable Teams

  • Cross-functional resources deployed across multiple tasks to drive maximum operating efficiency
  • Dynamic approach to team composition means always having the right skills at the right time

Flexible and Composable Teams

GEN AI ASSETS AND DIGITAL ACCELERATORS

 

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CUSTOMISED OFFERINGS

BECAUSE EVERY CLIENT SITUATION IS UNIQUE

 

We design solutions custom-made to our clients’ objectives, budgets, and the pace of change required by them. Our blueprint-driven and proprietary consulting methodology ‘Define, Diagnose, Design and Deliver and Transform’ is strongly supported by focused toolkits.

 

 

We deliver seamlessly efficient industry middle office services, back office operations and customer contact solutions – for highly regulated industries. Our new age transformation solutions bring the right blend of digital and emerging technologies – with the right and refined governance models.

 

 

Our customized transformation solutions and services are powered by data, digital, cloud and next - gen technologies. We deploy the Mphasis Front2Back™ approach to enhance end customer experience without changing the core. Our seamless ‘information-to-insight’ journeys leverage data to understand customers intimately and deliver hyper-personalized experiences.

  • Human bot collaboration – driving efficiency across the industry value chain through robotic process automation

  • Data and insights driven business operations – empowering client leadership with predictability and certainty to take decisions

  • Cloud-hosted next-gen contact center solution deploys digital levers, self-service portals and chat bots, for scalability and customer experience

  • Platform and technology powered operations to drive efficiency and sustainable business model

 

 

RECOGNITION

 

OUR APPROACH

DEFINE. DIAGNOSE. DESIGN. DELIVER. TRANSFORM.

 

We understand that each organization has individual goals, challenges and outcomes they need to achieve. Our NextOps applies the power of our integrated ‘Tech & Ops’ to design solutions that meet specific needs and boost efficiency and customer experience. Be it integration and collaboration through business process automation, or insights-driven decisions through analytics, or enhanced productivity through cloud services, our digital transformation levers enhance end-customer experience and co-create value.

 

INDUSTRY OFFERINGS


Wealth Management

With over 25 million accounts in brokerage and wealth management, Mphasis enables firms to adapt to changing business environments effortlessly with the help of digital technology. We drive operations and technology transformation programs through strategic partnerships with leading enterprises.

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Wealth Management

Mortgages & SBA

Mphasis Digital Risk delivers differentiated applied technology solutions and services for the global mortgage industry. Underpinned by domain expertise and strong technology capabilities, our teams provide seamless digital experiences with a human touch to address the challenges facing mortgage loan originators.

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Mortgages & SBA

Cards, Fintech & Payments

We combine digital innovation, operational optimization, and a best-in-class fintech ecosystem to create customer experiences that keep pace with the transformation in the retail banking landscape.

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Cards, Fintech & Payments

Insurance

We enable your business to compete successfully and profitably by improving efficiency in your business processes, delivering a seamless digital experience and evolving with disruptive trends in the industry.

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Insurance

Governance, Risk & Compliance

We help businesses overcome risk and compliance challenges and provide solutions to identify and effectively manage them.

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Governance, Risk & Compliance

Next-gen Contact Center

Mphasis Next Gen Contact Center (NGCC) transforms customer interaction into an intelligent ‘AI-first’ operations. Integrating the best of human and machine intelligence, NGCC leverages AI, analytics and automation technologies to provide unified experiences to customers, high work satisfaction to agents and winning outcomes for businesses.

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Next-gen Contact Center

DIGITAL ACCELERATORS

 

ART (Activity Recording Tool) Platform

An MI recording tool that enables accurate assessment of global operational utilization, productivity, capacity, and fulfilment.

ART (Activity Recording Tool) Platform

Digital CRM Platform

A state-of-the-art integration of multi-channel interaction management, communication workflow, on-demand reporting, and customized user-friendly dashboards.

Digital CRM Platform

Underwriter Desktop

An integrated business application solution to enable insurance carriers to drive premium growth and profits from enhanced underwriting

Underwriter Desktop

LoanFXTM

A next-generation front-end digital mortgage point-of-sale platform with intelligent virtual agent (IVA) capabilities. With its fully featured and CRM-integrated portal, it provides customers and loan officers complete control throughout the mortgage lifecycle.

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LoanFXTM

LUMINATETM

An intelligent and automated document and optical character recognition solution that leverages the strength of robotic process automation (RPA).

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LUMINATETM

Intelligent Loan Routing and Reporting

A performance-enhancing solution that integrates business intelligence and call analytics to improve workflow fulfilment and call center efficiency.

Intelligent Loan Routing and Reporting

SUCCESS STORIES


Baseline cost reduced by 45% through end-to-end contact center modernization and automation led ops transformation

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Reduced cost by 40-50% through sustainable transformation operating model

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Handled sudden hike in business volumes during pandemic, managing end-to-end contact center operations

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IDEAS IN ACTION

 

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