TCS HOBS™ for Context-Driven Engagement
5
MINS READ
Industry
Communications, Media and Information Services
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Travel and Logistics
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Solution
TCS HOBS™
TCS HOBS™: Engineering experiences with personalization and innovation
Highlights
- TCS HOBS™ for Context-Driven Engagement is a unique contextual intelligence-driven and customizable interface that helps businesses transform customer engagement.
- TCS HOBS™ for Context-Driven Engagement, as a system of intelligence, dynamically orchestrates an end-to-end solution for businesses to significantly improve customer servicing.
- The solution enables a crucial shift from managing interactions to managing customers and service context. It derives contextual intelligence to drive personalized interventions (next best action) and simplify engagement.
- By increasing automation and reducing complexities, it helps orchestrate existing capabilities and technologies to provide a better customer experience.
- By adopting TCS HOBS™ for Context-Driven Engagement, businesses can leverage a context-intelligent solution that focuses on customer journeys. Besides reducing operational costs, it helps improve the time to market.
In this article
Overview
In today's hyper-connected world, customers use multiple channels with multiple rounds of interactions for their products and services.
An omnichannel strategy will allow businesses to cater to customers anytime-anywhere.
TCS HOBS™ for Context-Driven Engagement is a unique contextual intelligence-driven and customizable interface that helps businesses transform customer engagement.
With customer-centricity as its guiding principle, the solution provides businesses with all relevant information about customers at their fingertips, allowing them to personalize interactions and service support.
TCS HOBS™ for Context-Driven Engagement enables an intelligent contact center with zero back-office support, thereby helping businesses reduce operational costs and improve the time to market.
Business context
Imagine a world where a service provider reaches out even before the customer is aware of a potential problem and helps address it quickly and accurately.
While all this would have seemed farfetched a few years ago, it is possible now.
- TCS HOBS™ for Context-Driven Engagement, as a system of intelligence, dynamically orchestrates an end-to-end solution for businesses to significantly improve customer servicing. It enables a crucial shift from managing interactions to managing customers and service contexts.
- It derives contextual intelligence to drive personalized interventions (next best action) and simplify engagements. With the benefit of increased automation and reduction in complexities, it helps orchestrate existing capabilities and technologies to provide better customer experiences.
- By adopting TCS HOBS™ for Context-Driven Engagement, businesses can leverage a context-intelligent solution to improve customer journeys. Besides reducing operational costs, it helps improve the time to market.
Our solution
TCS HOBS™ for Context-Driven Engagement is a highly modular, scalable, and flexible solution designed to deliver customer centricity at reduced costs.
It comes with a range of features, including:
Experience visualizer: With multi-channel capability, this functionality visualizes a customer's journey and allows businesses to take necessary steps to deliver results based on customer needs.
Smart process manager: With features such as interaction maps, it enables organizations to design processes and create different versions of them to cater to various customer segments.
Knowledge center: A goal-centric feature, it brings all rules and compliance elements under one roof and reduces manual effort by automating them. It allows businesses to focus on customer processes and products.
Intelligent amplifier: The solution can integrate with any AI/ML prediction engine to serve customers intelligently.
Automation factory: With the Machine-FirstTM approach, this feature allows the reuse of the current automation portfolio and accelerates automation with pre-built integration adapters.
Data layer: Flexible enough to be both on-prem or on the cloud, the data layer enhances performance, quality, and data security with tools like data cleanser and performance manager.
Business benefits
With the TCS HOBS™ for Context-Driven Engagement, businesses can reap the following benefits:
- Channel strategy: Adopt an omnichannel approach to provide a convenient support experience to customers across various segments. It further ensures a seamless handover of communications to self-service digital channels so that customers receive the answers they seek anytime.
- Drivers of user experience: Deliver proactive, predictive, and profitable interactions to improve customer satisfaction and employee happiness.
- Digitalization strategy: Accelerate the digitalization of businesses while complementing the existing infrastructure investment.
- Efficient and optimized operations: Deliver optimal experience to customers while reducing their overall operational costs.
- Business agility: Orchestrate current capabilities and technologies to help businesses improve time-to-market and respond to change.
- Consolidation of IT strategy: Bring all similar business functionalities together to integrate the fragmented IT landscape across the organization.
TCS Advantage
By joining hands with TCS, businesses can leverage the following advantages:
Cross-industry collaborations:
TCS has received positive feedback for its business orchestration engine from several organizations. The solution has received appreciation for the value it brings to the table. One notable example is Australia’s largest telecom operator, where our solution helped significantly improve customer experience with 61% cost savings.
Contextual knowledge across domains:
Our certified subject matter experts offer a potent combination of rich communications, media, and information services domain experience. They are well-trained to deliver strategic solutions to fulfill the varied requirements of different customers and businesses.
Unique and innovative solution:
At TCS, we believe in delivering a design-and-deploy-once concept that encourages efficiency and reduces duplication. Our solutions are always data-driven, and with Machine-FirstTM and cloud-first approaches at the core, we ensure customer-centricity and cost efficiencies.
