It’s been claimed for years that contact centres are dying and analogue phone calls are out of place in a digital world of instant messaging and self-service options. Nevertheless, when we at Tata Communications look at contact centers, we see potential to build out an unparalleled customer experience. We are working on total transformation of the traditional contact centre. Here are a few things our next-gen tech is achieving:
- Agent assists, chatbots, speech recognition
- Intelligent call routing, channel-API integration
- Seamless migration of info from cloud
- Multichannel integration, programmable voice services
We are bringing the future of communications to the contact center model, with a goal to make the customer journey seamless, convenient and accessible.