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    TCS is here to make a difference through technology.

    Leading the way in innovation for over 55 years, we build greater futures for businesses across multiple industries and 55 countries.

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      We’re in it for good, driving positive change for the benefit of all.

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      15 May 2025 TCS Recognized as One of the World’s Top 50 Brands by Kantar BrandZ; Brand Value Soars 28% YoY to $57.3Bn
      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
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      01 Apr 2025 TCS Unveils the TCS Digital Twindex Report for Future-Ready Manufacturing
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      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
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    What we do
    • Overview Press tab for submenu items

      TCS is here to make a difference through technology.

      Leading the way in innovation for over 55 years, we build greater futures for businesses across multiple industries and 55 countries.

      Discover all solutions
    • Industries
      • Banking
      • Capital Markets
      • Consumer Packaged Goods and Distribution
      • Communications, Media, and Information Services
      • Education
      • Energy, Resources, and Utilities
      • Healthcare
      • High Tech
      • Insurance
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      • Travel and Logistics
    • Services
      • Artificial Intelligence
      • Cloud
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      • Enterprise Solutions
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      • Network Solutions and Services
      • TCS Interactive
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    • Products and Platforms
      • TCS ADD™
      • TCS BANCS™
      • TCS BFSI Platforms
      • TCS CHROMA™
      • TCS Customer Intelligence & Insights™
      • TCS ERP on Cloud
      • ignio™
      • TCS iON™
      • TCS HOBS™
      • TCS Intelligent Urban Exchange™
      • TCS OmniStore™
      • TCS Optumera™
      • TCS Tap™
      • Quartz™ – The Smart Ledgers™
      • TCS TwinX™
      • TCS MasterCraft™
      • Jile™
    Overview
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  • Products and Platforms expand here
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    • ignio™
    • TCS iON™
    • TCS HOBS™
    • TCS Intelligent Urban Exchange™
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    • TCS Optumera™
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    • Jile™
  • Who we are
    • Overview Press tab for submenu items

      We’re in it for good, driving positive change for the benefit of all.

      Our expert, committed team put our shared beliefs into action – every day. Together, we combine innovation and collective knowledge to create the extraordinary.

      Discover the difference
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    • Overview Press tab for submenu items

      Extraordinary expertise leads to remarkable results.

      We share news, insights, analysis and research – tailored to your unique interests – to help you deepen your knowledge and impact.

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  • Careers
    • Overview Press tab for submenu items

      Want to be a global change-maker? Join our team.

      At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.

      Join us
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      Discover more
    • Press releases

      Recent Press releases

      22 May 2025 TCS to Steer Cloud Migration Program for Finnish Telecom Leader DNA in a Five-Year Partnership
      15 May 2025 TCS Recognized as One of the World’s Top 50 Brands by Kantar BrandZ; Brand Value Soars 28% YoY to $57.3Bn
      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
      View all
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      Recent News

      02 May 2025 TCS Ranked Denmark’s #1 IT Service Provider for Customer Satisfaction in 2025
      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
      01 Apr 2025 TCS Unveils the TCS Digital Twindex Report for Future-Ready Manufacturing
      View all
    • Analyst recognition

      Recent recognitions

      16 May 2025 TCS Recognized as a Leader in Custom Application Development Services by Everest Group
      16 May 2025 TCS Named a Leader in Application Management Services by Everest Group
      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      View all
    • Events

      Upcoming events

      11 Jun 2025 TCS and PTC Present the North America Leadership Forum 2025
      11 Jun 2025 TCS at UK’s Future of Utilities Summit 2025
      04 Jun 2025 Veeva R&D and Quality Summit: Developing Better Health Outcomes
      View all
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    • TCS and Google Cloud
    • Solution

    TCS Contact Center AI on Google Cloud

    Leveraging the power of data, analytics, and AI to create personalized customer experiences

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    Grow, Innovate, and Transform with TCS and AWS Cloud

    We bring you the best of TCS and AWS to help you accelerate digital transformation and realize a clear path to value with continuous innovation on AWS Cloud.
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    New technologies like the Google Cloud Cortex framework help retail companies generate business value by better-interpreting consumer demand signals. Learn how.
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    09 May 2024

    Highlights

    • Personalized customer experience with real-time communication across channels is now considered table stakes.
    • Customer experience can be personalized with AI, but the implementation and integration with legacy systems can be difficult.
    • TCS Contact Center AI on Google Cloud can help businesses connect with customers, understand their intent, and resolve inquiries with a holistic AI strategy and cloud-native AI solutions.

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    Overview Solution Benefits The TCS Advantage

    Overview

    In today’s scenario, it is important to deliver a personalized customer experience. 

    Proactive, personalized, customer experience with real-time communication across channels is now considered table stakes across industries. But adding well-trained customer engagement resources is difficult due to rising costs, system inefficiencies, and human errors.

    Cognitive AI, natural language processing, pattern recognition, and predictive analytics can transform customer engagement by providing personalized attention paired with self-service capabilities. However, implementing and integrating this type of technology with legacy systems is challenging.

    TCS Contact Center AI on Google Cloud helps organizations meet these challenges with a holistic AI strategy and cloud-native AI solutions. To increase customer satisfaction and business value, the solution helps businesses interact with customers, understand their intent, and accurately resolve inquiries with minimal intervention.

    Solution

    Create personalized, omnichannel customer experiences with a human touch.

    TCS Contact Center AI on Google Cloud uses market-leading data, analytics, and AI to create personalized customer experiences based on a 360-degree view of the customers and their businesses.

    Our services:

    • Integrate with existing CRM, back-end, and complex legacy systems to create seamless, omnichannel experiences. 

    • Retain data across interactions to speed up responses to recurring issues. 

    • Allow bots to identify and authenticate customers and perform other tasks. 

    • Augment agents’ desktops with relevant information and step-by-step guidance through different scenarios.

    • Provide flexibility for adding new channels of engagement, including Google’s Dialogflow CX, which can be used to design state-of-the-art virtual agents.

    Benefits

    Increase customer satisfaction and reduce costs, with seamless integration of contact center AI.

    With help from TCS Contact Center AI on Google Cloud, you can: 

    • Improve day-to-day efficiency across voice and digital channels with agents handling only high-value calls.

    • Reduce the time and effort needed to roll out new capabilities.

    • Reduce training and recruiting costs for enterprises. 

    • Improve customer experience with faster resolution of recurring issues.

    • Provide personalized, proactive, and omnichannel customer experience, leading to a higher net promoter score. 

    • Gain up to 90% improvement in call routing accuracy.

    • Leverage real-time customer service in 9 languages. 

    • Move up to 80% of traditional call center volume to cognitive-AI-based response systems.

    • Achieve over 60% call fulfillment during initial deployment.

    The TCS Advantage

    Monitor and optimize contact center AI services for business transformation and customer satisfaction.

    With TCS Contact Center AI on Google Cloud, you gain: 

    • Industry expertise: TCS’ Google Cloud-certified experts help companies leverage domain-specific call center AI solutions to measure contact center efficiency. 

    • Cloud accelerators: Cloud-native technologies and our Machine First™ delivery approach let enterprises automate business processes infused with intelligence, creating greater business value and optimizing costs. Leverage TCS’ tools to create conversational workflows and configure business rules to improve call handling and routing capabilities.

    • TCS Cloud Lab on Google Cloud: TCS drives continuous innovation, rapid experimentation, and program acceleration with our suite of cloud accelerators rendered on TCS Cloud Lab on Google Cloud.

    • Strategic partnership: Our partnership with Google Cloud offers enterprises a wide range of services and solutions leveraging TCS’ domain-focused innovation and Google Cloud’s suite of technologies.

    Move up to 80% of call center volume to contact center AI with 90% accuracy in call routing. 

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