IT helps WNS Consolidate Data and Reduce Outlays

"At the same time, we wanted to be able to meet service levels more effectively, increase agent productivity, reduce costs, and improve our environmental footprint," says Sanjay Jain, group CIO, WNS Global Services. In the way was WNS' distributed Automatic Call Distributor (ACD) environment (ACDs basically distribute incoming calls to agents). This prevented WNS from having a consolidated view of the organization, from using its resources and licenses optimally, and it doubled its administration requirements.

The answer was consolidating WNS' dual ACD platforms to a single platform using a "flatten-consolidate-extend strategy". The solution Jain used was based on a set of technologies from one vendor. "This new platform enhances the links between our contact centers in multiple locations via predictive 'monitoring and matching', which connects each customer to the right agent in real-time," says Jain.

The project took a lot of planning to execute. "Our major challenge was the technical migration and ensuring there was no impact to business - all of this in a high call-volume environment. It required detailed planning, tight project management, and extensive coordination with client and operations teams," he says.

But the project has paid off. "Implementing this single platform has reduced opex and capex outlays for WNS. "Plus, we cut the rollout time for new locations by approximately 30 percent and the 'average speed of answer' for multi-location customers by 5 percent," Jain says.

The consolidation has reduced overheads by centralizing the administration of the ACD platform, and achieved savings by eliminating duplicate equipment and infrastructure. Annual support costs fell by 70 percent and support staff by about 20 percent.

The Person Behind It

Sanjay Jain

Group CIO, WNS Global Services

“Our flatten-consolidate-extend strategy has reduced opex and capex spend as well as the rollout time for a new location."