Mphasis, an information technology (IT) solutions provider specializing in cloud and cognitive services, has received the 2023 ISG Star of ExcellenceTM Award in the “Emerging Tech” segment for “Artificial Intelligence (AI). The award recognizes Mphasis for consistently upholding the highest standards of customer service excellence throughout the past year, as reflected in the feedback provided by enterprise customers.
As per the report, Mphasis was recognized for its dedication to client-centricity and service excellence following a recent success story with a leading U.S.-based home healthcare equipment and services provider. Faced with intricate technology challenges, the client sought Mphasis' expertise, resulting in an astounding 49.5% reduction in manual issue remediation through the implementation of an automation and AIOps platform and collaborative approach. This success highlighted Mphasis' ability to address complex challenges in the U.S. healthcare technology landscape, showcasing innovation and client satisfaction.
Mphasis’ solution approach involved integrating operations, bringing in automation, introducing analytics-led proactive management, enhancing end-user experience, and providing a holistic business services view. It leveraged its InfraGenieTM platform, built on ServiceNow for automation-led service management.
Mphasis excelled in security threat monitoring, earning the highest CX score of 87.3 for AI-technology services in 2023, surpassing the 77.6 average. Mphasis.ai consolidates AI initiatives comprehensively, backed by Next Labs and AI Engineering Squads pioneering innovative solutions. Categorized into archetypes, Mphasis maintains its forefront position in diverse AI service offerings. Recognized with the highest enterprise CX score in 2023 from clients, Mphasis continues to lead in managed services leveraging AI technology, as highlighted in the ISG Star of ExcellenceTM 2023 Voice of Customer survey, based on feedback from 33 client responses.
"We are honored to receive the 2023 ISG Star of Excellence™ Award. This award stands as a testament to our dedication in delivering exceptional client experience. It not only highlights our commitment to innovation and client-centric solutions but also reaffirms our position as a global technology leader. Our focus remains on delivering outstanding value and service to clients worldwide, reinforcing our commitment to excellence in every aspect of our operations," said Srikumar Ramanathan, Chief Solutions Officer, Mphasis.
“Mphasis received the highest CX scores in the ISG Star of ExcellenceTM program in 2023 for AI technology services. Clients have rated Mphasis very highly for defining handoffs and milestones with its clients. Mphasis also received a high CX score for its ability to demonstrate new methods or techniques,” said Heiko Henkes, Program Director, ISG Star of ExcellenceTM
Mphasis' success story aligns with ISG Star of ExcellenceTM 2023 findings, receiving the highest enterprise CX score for managed services leveraging AI technology. Collaboration and transparency emerged as critical pillars, with Mphasis demonstrating exceptional performance in both areas. The healthcare industry, often rating providers lowest for collaboration, witnessed a paradigm shift with Mphasis' proactive and collaborative approach.