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Elevate your customer experiences to stay ahead of the curve

Customer experience is no longer the domain of just the traditional call centre. Organisations need to meet the expectations of modern customers, and in a digital-first world, this means providing fast, convenient, and contextual customer engagement. In today’s digital first economy, delivering an experiential end-customer journey through omnichannel engagement across the consumer lifecycle, is being pegged as a key pillar of growth. We, at Tata Communications, not only understand this but can help elevate customer experiences and make it your competitive advantage in the new normal – enabled entirely through a single pane of glass and powered by the cloud.
Why elevated CX needs to be an organisational priority
Contextual real-time end customer engagement
Enable contextual, omnichannel experiences to connect with your customers on their preferred channels of communication, consistently. Your solution necessarily needs to be:
  • Tailor made and fully compliant
  • Cloud agnostic
  • Increasingly programmable
Optimised automation to enhance agent productivity 
Suboptimal service flows can delay query resolutions while siloed collaboration tools impede agent productivity. Combined with a lack of customer context, this makes for a poor customer experience. To address this, your contact centre needs:
  • Tight integration with self-service tools like IVR and collaboration platforms
  • Higher levels of agent task automation to drive productivity
Enhanced cost efficiency and workplace flexibility
On-premise contact centers weigh heavily on business profitability as well as ability to scale. The need of the hour is a consumption-based cloud model that:
  • Reduces CapEx and runtime costs
  • Enhances scalability and reliability
  • Provides faster time-to-market and higher ROI
  • Cloud-first infrastructure driving work-from-anywhere flexibility for agents
Wider visibility and control
A deeper understanding of the customer means that contact centre agents have wider visibility, your IT & developer team can control and deploy channels optimally to elevate CX, and your customer operations teams can closely monitor agent productivity and enhance retention. To drive this visibility across this group, you need:
  • Cloud-first customer infrastructures harnessing data-driven insights
  • Omnichannel visibility and control

Explore our Cloud Contact Centre solution to elevate your customer experience.

Contact Centre as a Service (CCaaS)

A first step towards an elevated customer experience, CCaaS allows you to build agility and flexibility into your contact centre.

DIGO – Communications Platform as a Service

DIGO is an in-network cloud communication platform that optimises your customer experience through a real-time, omnichannel framework.

  • Contact Centre as a Service (CCaaS)

    A first step towards an elevated customer experience, CCaaS allows you to build agility and flexibility into your contact centre.

  • DIGO – Communications Platform as a Service

    DIGO is an in-network cloud communication platform that optimises your customer experience through a real-time, omnichannel framework.

Resources

Begin your CX transformation journey today