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Voice of Customer Analytics (VoCA)

 

With the rapid increase in customer-related data across various social media channels and touch-points, enterprises must analyze this data efficiently and share it across the organization for quick decision making.

 

TCS’ Voice of Customer Analytics solution helps you understand your customers’ opinions, perceptions and expectations toward your brand, products and services.

Client Challenges

  • 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

Business Value

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

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Voice of Customer Analytics

TCS’ Voice of Customer Analytics (VoCA) help you understand customer opinions, perceptions and expectations - generating actionable insights from disparate data sources.

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Listening Solution

TCS’ Listening Solution is designed to cater to the different listening needs of each of these groups. And since your organization is unique and dynamic, it closely works with you to identify and continuously refine your listening objectives.

Case Studies

TCS helps a leading global media house to boost viewership of prime time shows

TCS helped a leading global media house with a strong viewer base in India to boost the viewership of its prime-time shows with a sentiment analysis solution that would contribute to the better understanding of its viewer response to two of its prime-time shows.

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Customer Engagement Solution – Wheel of Engagement

TCS’ Customer Engagement Solution – Wheel of Engagement helps automotive marketers supplement traditional marketing activities with digital enablers and leverage digital tools to improve their customer reach and retention.