Co-creating Winning Outcomes with a Digitally Integrated CX Model

WNS EXPIRIUS is a unique Customer Experience (CX) solution that integrates human-assisted design and domain expertise with Artificial Intelligence (AI)-driven conversational insights and CX consulting-led strategies to create a holistic digital customer experience.

Drive Proactive, Contextual & Intelligent Customer Interactions with WNS EXPIRIUS

Integrating Digital and Human Assistance into a Unique Customer Experience Solution

A Holistic Solution Comprising Key Microservices

 

Cognitive Service
 

EXPIRIUS ConverseEX enables businesses to design the right contact strategy – from messaging bots to conversational interfaces across channels – to intelligently act on customer intent in a human-like manner.

 

Omni-channel Cloud Contact Center-as-a-Service

EXPIRIUS CloudServEX enables anytime, anywhere omni-channel contact center access – with on-demand scalability and business continuity guaranteeing a technology uptime of 99.5%.

 

Proactive Agent Assistance & Automation

EXPIRIUS AssistEX empowers contact center agents to drive meaningful interactions with customers through real-time guidance, improving brand experience. It also optimizes agent effort by intelligently summarizing customer interactions.

 

Real-time Language Translation

EXPIRIUS TranslateEX provides instant support across all languages on digital channels via real-time language translation, supported by human curation to deliver native speaker proficiency.

 
 

Workforce Engagement Suite

EXPIRIUS EngageEX leverages a compendium of best-in-class practices for operational oversight delivered through Artificial Intelligence (AI)-powered business performance dashboards and intelligent workforce management supporting agile delivery models.

 

User Monitoring for Security & Compliance

EXPIRIUS RemoteEX strengthens the remote work environment beyond data and workstation security by leveraging AI and analytics for operational oversight, security and compliance.

 

360° Customer Insights and Integrated Analytics-as-a-Service

EXPIRIUS ElevateEX provides a single source of truth through intelligent conversation mining across channels, Voice of Customer (VOC) analytics and custom predictive models – enabling faster decision-making for Customer Experience Officers (CXOs).

 

Customer Journey Discovery and Orchestration

EXPIRIUS JourneyEX leverages customer touchpoints (across self-service and assisted service channels) to hyper-personalize journeys in real-time, derive actionable insights, and tailor an optimum contact strategy for a true omni-channel customer experience.

The WNS EXPIRIUS Value Proposition

While enabling brand differentiation through improved CX, WNS EXPIRIUS drives measurable outcomes.

 
40-50%

Reduced
cost-to-serve

20-25%

Improvement in
customer advocacy

3-5X

Payback on
digital solutions

20-25%

Incremental Yield
per customer
across channels

Client Perspective

"Thank you for everything you have been doing for Avon."

Robert Smith
Head, Contact Center Operations, Avon

"You guys have been fantastic in supporting EnergyAustralia."

Steve Corden
Outsource Operations Leader, EnergyAustralia

"We have seen great success with WNS’ Sales COE framework, increasing our revenue in this area by 166% from time of implementation. This is a fantastic value added service that WNS has provided, as it has not only increased our acquisition and revenue numbers but has also improved the quality of conversations with our customers."

Matthew Sabin, Customer Experience & Call Centre Relationship Manager, ARE Media

"Client commitment from WNS in this crisis has been amazing. Manila has been shut down and they have already implemented "Work-from-Home" program for our call center last week – way ahead of the game. They have the largest portfolio of Travel industry contact centers all around the world and have been doing an amazing job during the crisis to support travelers and keep the travel ecosystem breathing."

Yatin Patel, Co-founder & CEO, Reservations.com

WNS EXPIRIUS Enablers

Customer Experience Consulting

Design thinking-led consulative approach to help companies re-design end-to-end Customer journeys

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WNS Open
Talent Model

On-demand access to CX domain experts to manage business variability

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Centers of Excellence
(COEs)

Best-in-class maturity model-based COEs for sales, assisted digital channels, fulfillment and collections

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Engagement
Models

Innovative and outcome-driven commercial models in line with our skin-in-the-game approach

Recognition

   
   

Stevie® Awards for Customer Service Excellence

   

‘Leader’ in NelsonHall’s NEAT for CX Services in Energy & Utilities

   
   

‘Ranked #1’ in HFS’ Top 10 for Travel, Hospitality and Logistics

   

‘Leader’ in NelsonHall’s NEAT for Customer Experience (CX) Services in Travel, Transport and Hospitality