Movate won the Gold Globee Award in the category: “Disruptive Service Innovation” at the 4th Annual 2024 Globee Awards for Disruptors.
Strategic investments in digital capabilities, proprietary solutions and platforms, and innovative business models stand out. Let’s look at what sets apart Movate as a gold-standard disruptor in service innovation.
The team has been successful in implementing consumption-based models in IT services and has taken the model even further via engagements where customers only pay for the services they use. Innovative outcome-based engagement models redefine contact center operations from cost centers to profit centers. Clients pay only per resolved case, which means they don’t need to go via the convention route of having to employ and pay for full-time support agents. The model provides unprecedented flexibility and balances out the risk for both parties—the service provider and the client.
Case in point: Through a pay-per-resolution pricing model, a leading telecom giant in North America witnessed approximately 25% drop in Total Cost of Ownership.
Being paid or penalized purely on the outcomes means the team at Movate has all its focus on driving tangible business value, or to put it in another sense takes a ‘skin-in-the-game’ approach to meet client business needs.
Movate elevates CX via the blended or “fluid model” of the contact center. The conventional enterprise operations model is marked by elevated fixed costs and a reliance on full-time agents, limiting scalability. To overcome these constraints and prioritize future readiness, enterprises must make strategic shifts to be future-ready. Movate’s “integrated gig-enabled support,’ approach taps the best of both worlds, i.e., traditional and gig models, to deliver superior CX with the added power of AI and automation.
Movate’s Directly OnDemand platform utilizes the flexibility and scalability of the gig economy, providing exceptional support through a vast network of 7000+ gig peer experts.
Movate GenAI’s quick unsupervised or semi-supervised learning enhances automation capabilities, benefiting enterprises in diverse industries. Combining the expertise and flexibility of the gig workforce with the power of generative AI unleashes unprecedented scale and flexibility of operations, especially during sudden or seasonal demand fluctuations as is the case with customer contact center operations.
For the contact center of the future, the fluid model stands out for its emphasis on achieving resolutions, enhancing overall customer experience, and maintaining operational agility. Transitioning to the fluid model by cohesively integrating the 3 components: traditional agents, gig workforce, and overlaying it with AI & automation can facilitate cost optimization, efficiency, and flexible contact center operations.
Traditional BPO expertise + Gig workforce + GenAI = Scale & flexibility
Enterprise future readiness is vital, and leaders need to level up operations with the right partner. As a digital transformation partner of choice for some of the world’s top B2C and B2B brands, Movate stands as a trusted partner for IT Services and digital CX across business segments such as technology, telecom, gaming, media, retail, CPG, and automotive, to name a few. As a right-sized partner who supports like an extension of the client—Movate is small enough to care and large enough to scale.
The commitment to disruptive service innovation puts Movate in the winner’s circle. The force behind this recognition is an insightful leadership and a global team of Movators who are committed to customer success.
Check out additional info below or contact us for details.
Related information
- News: Movate Wins Gold Stevie for Customer Service Outsourcing Provider of the Year 2024
- Report: Movate is a Leader in the NelsonHall NEAT 2024 report on CX Services Transformation
- Infographic: The contact center of the future
- Blog: Outcome-based engagements—A win-win strategy
- Blog: Forrester Business Process Outsourcing Services Landscape Report Recognizes Movate