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Challenge

With the boundaries between channels getting blurred, customers can engage with companies anywhere, anytime, and on any device. This makes it imperative to track interactions across the customer journey and channels of engagement, which is not always an easy task. Companies need access to relevant information in real time, so that they can personalize interactions and support purpose-driven customer engagement across channels.

TCS Solution 

TCS Contexify, with a built-in system of intelligence, leverages an organization’s existing technology capabilities to deliver purpose-driven customer engagement, and enables the following:

  • Customer journey management: Holistic customer journey view by stitching various isolated interactions across disparate channels 
  • Context-driven interventions: Context-specific prescriptive and predictive interventions for superior customer experience 
  • Intelligent automation: A consolidated intelligent automation platform to configure new automated workflows and leverage existing investment in automation 
  • Channel orchestration: Seamless customer journeys across channels to provide consistent and repeatable customer experience 

 

Benefits

With TCS Contexify, companies can:

  • Improve first call resolution (FCR) in all channels
  • Orchestrate end-to-end customer journey
  • Ensure consistent omnichannel customer experience 
  • Accelerate intelligent automation for process efficiency
  • Reduce cost of operations
  • Consolidate the IT landscape and improve agility

What’s your challenge?
Let’s work together to solve it.
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