/ Platforms & Solutions / Digital-Customer-Experience-Platform

EXEMPLARY CUSTOMER AND EMPLOYEE EXPERIENCE

Allows your customers to reach your support team through email channels. It empowers your support agents to resolve every customer query that comes in through email integration with email

SOCIAL

To serve your customers better with social media integrations, the capabilities to probe customer pulse, and personalised support through behaviour analysis and advanced reporting tool integrations with Facebook, Twitter and WhatsApp readily available

MOBILE APP

Enables an agent to login using their smartphone and perform their contact centre activities

KIOSKS AND WALK-INS

Allows kiosk integration and experiences for our retail customers through video contact centres

VIDEO

Video Connect provides all-inclusive, enterprise-grade video collaboration in any context, from simple browser-based video to desktop and mobile apps, unlimited legacy endpoint connectivity, phone dial-in, and recording. Rapid cloud deployment means faster ROI, and robust cloud services eliminate the tactical burden of managing a video network, freeing IT resources to focus on strategic projects that impact bottom-line results

SMS AND CHAT

Allows customer integration via SMS and Chat, enabling omni-channel experiences

VOICE

World’s International Voice Carrier and this global reach provides availability, quality and competitive pricing for any global enterprise. Combine this with our global peering into Cisco Collaboration and Managed Hosted Collaboration Solutions (HCS), Tata Communications is uniquely positioned to have end-to-end visibility into the elements that facilitate the Collaboration Solution.

WEB

Digital Customer Experience Platform, integrates the consumer with all the 3rd party applications and web APIs to enable real-time connect

SIP

Global reach with Global SIP Connect makes us the largest international voice provider- relationships with 1600+ carriers, 52 billion voice minutes sold - 110+ countries ITFS with unified SLA

MPLS

Global VPN, 56+ countries, 143 countries through NNI partners - 191 countries through EAS and IPSec, allowing anytime and anywhere availability across the globe with a unified SLA

SDWAN

IZO^TM WAN Gartner Magic Quadrant Leader for 6 years in row with 190 countries of coverage, allowing anytime and anywhere availability with a unified SLA

ENCRYPTION AND SECURITY POLICIES

Encryption-as-a-Service from Tata Communications guarantees SOC and HIPAA compliance

SALES CLOUD

Integration with 3rd party CRM such as SFDC & SalesForce with API integration

SERVICE CLOUD

Streamline workflows with choice of support channels across voice, self-assist, chat, and Bots

AGENT ASSIST

Agent Assist helps with intent detection and call resolution support through automated Chat Bots and Screen Popups during live calls by integrating with enterprise knowledge and CRM systems

INTELLIGENT ROUTING

Intelligent routing is the core technology in contact centres. It captures the customer inquiry, which can be via voice, digital (e.g. chat, email, messaging), or social (e.g. Twitter, Facebook) channels and uses agents’ track records, their trainings and skills to ensure that caller is routed to the most capable agent. Tata Communications’ solution take into account caller priority, callers’ previous inquiries, callers’ values as customers and other information about the caller as well

CHATBOTS

ChatBot solutions engage with your customers using Natural Language Understanding (NLU) to collect and qualify information in a conversational manner to automatically resolve routine customer requests. And when needed, Bots will seamlessly hand off to an agent

WEBRTC

Tata Communications’ WebRTC solution enables communications within a business website or mobile application, integrates a click-to-call feature and delivers video calls and screen-sharing sessions—offering a “choose-your-own” approach to service

SPEECH RECOGNITION

Speech recognition identifies and analyses words or phrases in spoken language and convert them into digital analytics. In other words, when customers talk to your agents, the system analyses what they say and can trigger specific actions based on it. Tata Communications offers various speech recognition solutions depending on each business’s needs and provides customisation as per required business outcomes

SMART DIALER

A Smart Dialer from Tata Communications enables smart dialling, leading to quicker turn around by agents and increased agent productivity

MOBILE APP

Allows mobile application integration, enabling omni-channel experiences

MARKETING CLOUD

Integration with 3rd party CRM such as SFDC & SalesForce, enabling a 360° view of customers and providing actionable insights

OMNICHANNEL ENVIRONMENT

BUSINESS

DIGITAL EXPERIENCE ECOSYSTEM

ENTERPRISE

WORK FORCE OPTIMISATION

Workforce Optimisation (WFO) is a business strategy that integrates contact centre technologies for customer experience to promote operational efficiency. Tata Communications’ WFO solutions help call centres to ensure their employees are appropriately scheduled, trained, monitored, evaluated, rewarded and engaged. The goal of WFO solutions is maximising the productivity, quality, and efficiency of a call centre's agent team

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TWO-FACTOR AUTHENTICATION

Digital Customer Experience Platform enables secure connect, extending work from home for agents and employees

MS TEAMS AND SFB

Native integration with Microsoft Skype for Business & Teams

LIVE INTERACTION

Digital Customer Experience Platform allows live interaction via Video Connect