Amit has been with WNS for over eight years and brings along a 24+ years of multifarious IT experience in managing complex IT solutions built on cloud computing, RPA and AI. His role entails IT Infrastructure, End User Computing, Hyper-Converged Systems, Virtualization, Cloud computing, IT Security, IT Development, IT Compliance, Software assurance, Contact Centre platform and Next Generation secure Networks.
WNS has 250+ customers across varied lines of business with a wide spectrum of technology requirements. The challenge was with business operations and customers reaching out to EIT service desk through multiple touchpoints in silos, leading to increased transactions and adverse impact on SLA. WNS EIT (Enterprise IT) implemented Unified Enterprise IT Support by integrating multiple technologies by leveraging its omni-channel customer experience platform to improve productivity and efficiency, reduce cost and improve the response times to business and clients across 13 countries. Firstly, WNS EIT harmonized the multiple transactions across different digital channels by introducing Agent Chat, email, self-service through IVR, chatbot, unified agent desktop and advanced skill-based routing, on its service desk. WNS EIT also used a unified infrastructure monitoring tool to run at optimal performance with the highest availability and prevent errors through effective alerting and auto incident ticket generation through email. The benefits that accrued: Apart from a single pane dashboard visibility, incident response time to the end users, business and client has reduced considerably as the Unified EIT Support agents are able to serve 3 end users at a time through chat as compared to answering a single voice call earlier. Unified EIT Support project has helped increased the over efficiency of the WNS EIT service desk and service availability by optimizing some of the processes and introducing digital AI/ML based tools and platforms. This has also lead to improved client SLAs and business productivity.