TCS CX Transformer for Telcos
Powered by generative AI
Industry
Communications, Media and Information Services
Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries
Highlights
- The TCS CX Transformer service allows telcos to create seamless customer experience across all the touchpoints of customers’ journeys.
- Powered by generative AI, this pre-built modular industry service for telecom operators accelerates the speed of deployment of customer applications.
- This service helps telecom companies improve customer satisfaction (CSAT), customer retention, and customer lifetime value (CLTV).
Challenge
Providing seamless customer experience across every touchpoint is the key to sustainable growth for telecom operators.
Due to changing customer expectations and stiff competition, telecom operators find it challenging to make their services and offerings stand out. Seamless customer experience therefore becomes the key to greater visibility in a saturated market.
Powered by generative AI, TCS’ CX Transformer service helps telcos create superior customer experience across all the touchpoints of customers’ journeys. This service provides intelligent, data-driven insights, allowing telecom operators to enable a hassle-free customer experience.
Solution
TCS CX Transformer for Telcos is a holistic framework that enables seamless adaptation to existing customer ecosystems.
TCS’ end-to-end service covers four major phases of a customer’s journey (see Figure 1):
- Campaign: Powered by generative AI to derive meaningful insights from social media channels, the service helps create personalized marketing campaigns for target segments, enabling upsell and cross-sell opportunities.
- Acquire: Using AI-powered digital assistants for contextual, personalized recommendations through guided selling leads to better conversions, this service ensures swift customer onboarding and rapid order fulfillment.
- Engage: This service aims to address the challenges in customer experience management through contextual and intelligent self-service conversations using digital assistants. By providing holistic insights from customer data and knowledge repositories to the service agents, it facilitates swift resolutions.
- Retain: The service enables operators to provide continuous customer engagement with targeted loyalty campaigns, discounts, and offers based on churn score, boosting customer retention.
Figure 1: TCS CX Transformer for Telcos covers four major phases of a customer’s journey
Benefits
TCS’ service streamlines and automates repetitive and time-consuming tasks, improving employee productivity, and reducing the overall cost of operations.
TCS CX Transformer drives value delivery for telcos by:
- Increasing effectiveness through personalized campaigns and driving higher returns on marketing investments
- Increasing upsell and cross-sell opportunities and reducing customer onboarding time.
- Enabling personalized, contextual customer service and proactive engagement, increasing the customer lifetime value and customer satisfaction (CSAT) scores
- Enhancing loyalty campaigns which improves customer retention
This service helps operators reduce customer churn and increase lifetime value by reimagining the experience at every stage of the customer’s lifecycle journey.
The TCS advantage
Backed by a proven track record, deep domain expertise, and extensive technology know-how, TCS brings excellence and certainty to all its engagements.
After decades of successful global collaborations, TCS has gained deep contextual knowledge of the telecom industry. By optimizing its expertise in design-led customer service transformations and a robust pool of generative AI capabilities, TCS is well-positioned to deliver best-in-class services for telcos globally.