Delight customers with contextual and personalised experiences

Empower connected customer journeys with seamless, omnichannel interactions.

CX strategy that translates into results

Reshaping customer experience

Drive your business with intelligent interactions

CX strategy that translates into results

Reduce 60% call wait time & boost sales by 25%

Grow customer loyalty and satisfaction with an omnichannel strategy

CX strategy that translates into results

Cut CAPEX by 30% & OPEX by 40%

Transform your business with cloud CX solutions

CX strategy that translates into results

Drive conversions up by 15%

Showcase your products with live video demonstrations

CX strategy that translates into results

Reshaping customer experience

Drive your business with intelligent interactions

CX strategy that translates into results

Reduce 60% call wait time & boost sales by 25%

Grow customer loyalty and satisfaction with an omnichannel strategy

CX strategy that translates into results

Cut CAPEX by 30% & OPEX by 40%

Transform your business with cloud CX solutions

CX strategy that translates into results

Drive conversions up by 15%

Showcase your products with live video demonstrations

Why the need? Why the need? Why the need? Why the need?

Blog

Transform Customer Experience: Strategise for Success

Read The Report

“Taking action based on feedback is an important part of offering an optimal customer experience. It makes the customer feel their voice is heard, and can be an important differentiator.”
- Ankur Jain, AVP, CCS-Cloud Communications product

Redefine your CX Strategy with Smart, Innovative Solutions

Personalised, effortless conversations across channels

Deliver personalisation at every step of the customer journey and optimise engagement based on customer preferences-anytime, anywhere, on any digital channel.

Benefits

Contextual CX

Interact using relevant context with the right customer at the right time on the channels they love.
Authenticated CX

Protect customer interactions with two-factor authentications, verifications and real-time fraud alerts.
CX through Video

Take collaboration to the next level and resolve queries easily using real-time, high-quality video.

Solutions

Customer Interaction Suite

Transform your contact centre in just 3 weeks. Embrace the cloud with our flexible CCaaS suite.

Explore Solution

ConnectED Conversations: A Discourse with Visionary Executives

Move Video Back

Conversations with leaders

"Enterprises today cannot afford to ignore the strategic technological trends that have a huge impact on pioneering customer value, optimising processes and set the stage for innovation and differentiation for the next few years. A model that thrives on a synchronous CX strategy is imperative for businesses to stay relevant."

Nick Parmar

Vice President, Customer Experience, Tata Communications

"In this hypercompetitive market, your key differentiator is the experience you are giving to your customer via INTERACTIONS. Customers need interactions that are holistic, predictive, prioritised, and focused on value. And businesses need to think about how to unify all customer interactions across the customer journey, continuously learning, and supporting interactions so they can deliver the experiences that are compelling and differentiated."

Mysore Madhusudhan

Executive Vice President - Collaboration and Connected Solutions, Tata Communications

“Use technology as a means to an end – that of offering a great experience. But do not lose sight of the fact that the human touch still matters.”

Ankur Jain

AVP, CCS-Cloud Communications product

In your view, how have customer expectations changed in the last 2-3 years, accounting for the lifestyle and workstyle changes triggered by the pandemic?

Although, the basic principles of customer interactions are timeless, customer demands are not. Customers have always wanted personalised and reliable services, but the advent of novel technologies has raised their expectations even higher. These expectations have taken a leap post the pandemic with customers getting used to the convenience that digitalisation has brought about. If brands don’t upgrade and provide attractive experiences at each of the customer touchpoints there’s a high chance that customers will churn away. The lifetime value of customers is decreasing, and enterprises should improve the experience customers have of their brand to improve retention.

What are major challenges businesses are facing in handling the new expectations while interacting with their customers?

A CX ecosystem is heavily technology dependent, and businesses need the right infrastructure, applications, processes and skills to enable connection and collaboration amongst all stakeholders in their ecosystem. Business Leaders need a digital ecosystem strategy that can help realise the full potential of new technologies and enable new partnerships and agile operating models. This transformation also makes it imperative for business leaders to work with a broad ecosystem comprising technology vendors and expert partners as they build solutions across disparate technology areas—connectivity, cloud, collaboration, IoT, security—which both requires and results in an incredible level of complexity. In addition to this complexity, challenges like legacy processes and systems, organisational silos, skill shortages and changing customer expectations keep business leaders up at night. Having a partner that can help simplify and manage this complexity and provide end-to-end solutions that ensure business continuity and utmost safety and risk management drives both confidence and success.

Why Tata Communications should be the preferred partner for enterprises looking to improve Customer Experience?

We are a global strategic partner for Customer experience deployments, with an understanding of the global regulations and complexities across multi-national environments. This is where we stand-out with our strong capabilities, compliance and regulatory knowledge alongside our network expertise. Tata Communications adheres to local security regulations to maintain customer and employee data integrity. We are experts on telecom regulations and can help you navigate the local regulatory landscape. We also provide extensive voice connectivity with inbuilt fraud prevention as a service, which is a unique capability.

Our solutions include Tata Communications DIGO, a cloud platform as a service offering for automating conversations at the channel level and Tata Communications DIGO CC, a cloud contact centre offering exclusively designed for contact centres. We also have our flagship video offering for real-time customer engagements - Tata Communications DIGO VX.