- Data Overload: The number of channels for feedback or customer touch-points have increased but enterprises are unable to utilize that data to their advantage. There is an exponential rise in the data and different metrics are being tracked by departments, leading to disparity.
- Organizational Silos: There is a need for integrated and timely exchange of information between the service, customer experience, market research and marketing teams to prevent duplication efforts and the creation of technology islands.
- Data Co-relation: There is a need to connect both unstructured and structured data with enterprise data (transactional, intranet, etc.) and external data (web, social, etc.).
- Technology: A multiple vendor landscape leads to an overlap in the product and services offered.
What TCS Provides
TCS’ Voice of Customer Analytics (VoCA) solution helps you generate actionable insights through various channels and touch-points and improve customer experience, service quality and customer loyalty with the following:
- Consulting Services: Strategy definition, transformation roadmap, customer experience outcome strategy
- Insight Services: Near real-time dashboards, standard and ad-hoc insight reports, analyst services and reports
- Integrated Services: Integration services with enterprise systems including CRM, sales, warranty, etc.
- Response Services: Social media response and management, workflow management
Get the TCS Advantage
- Domain: Rich domain and technology expertise across the analytics ecosystem
- Platform: Platform plus services solutions coupled with best-in-class features
- Scale: Scalable model for analyst services
- Fit-to-Need: Customized solutions and services
With extensive global experience across multiple industries, we are best placed to offer your business the mix of skills required to innovate and significantly improve your customer interaction, be it individual customers or other businesses.
We can help you achieve greater business agility by providing analytics and enabling decision making on the basis of the data from across customer touch-points and the enterprise.
TCS’ VoCA solution enables the following:
- Increased customer-centricity
- Enhanced business processes
- Reduced operational costs
- Improved competitive advantage