Industry
Banking
Banking Services Transformation: Unlocking Exponential Value
Solution
Consulting
TCS Consulting Services to Achieve Success in the Digital Era
Highlights
- Customer experience is an area of focus for BFSI organizations as they pursue long-term growth.
- They look for insights from customer interactions and feedback, but efficient analysis of data from diverse touchpoints is not easy.
- TCS Customer Interaction Analytics for BFSI, an enterprise-ready solution, helps analyze customer feedback and conversations across touchpoints, and deliver personalized services.
On this page
Overview
With customer-centricity taking center stage, BFSI firms actively seek insights from customer interactions and feedback across various touchpoints.
While customer feedback and requirement updates are integral to a financial organization's long-term growth, deriving insights from extensive customer data is challenging. Despite having rich data, firms find consolidating and analyzing customer feedback to be an effort-intensive and time-consuming exercise due to disintegrated systems and unstructured data formats. For relationship managers to meet evolving customer requirements and drive business value, context-sensitive knowledge extraction is crucial.
TCS Consumer Interaction Analytics enables BFSI firms to understand customer communication better and deliver customized services. This enterprise-ready solution addresses all facets of the customer interaction journey, from dynamic feedback across multiple touchpoints to business-sensitive contextual information. TCS’ offering enables BFSI organizations to achieve operational agility and enhance customer experience (CX).
Challenge
To harness the wealth of data generated from customer interactions and feedback, BFSI organizations must efficiently analyze diverse touchpoints.
These include relationship manager interactions, customer relationship management (CRM) communications, and call center interactions. Translating unstructured data insights into tailored, context-sensitive knowledge for stakeholders is not easy. To resolve these challenges and create efficiency-driven organizations, BFSI leaders must reimagine their consumer interaction lifecycle.
TCS Customer Interaction Analytics for BFSI, an enterprise-ready solution, empowers BFSI -suite leaders to decipher customer communication intricacies and promptly deliver personalized services. The solution facilitates the analysis of customer feedback and conversations across various touchpoints such as branches, CRM tools, call centers, and social media, handling unstructured or semi-structured data adeptly.
TCS’ solution (see Figure 1) can help BFSI institutions obtain timely, context-specific information to enhance customer satisfaction and boost employee productivity.
Figure 1: Business process overview of TCS Customer Interaction Analytics for BFSI
Solution
TCS Consumer Interaction Analytics is a comprehensive solution that empowers BFSI firms to derive actionable insights from customer data.
It offers the following features:
Configurability: Supports multiple configurations for distinct lines of business and products, ensuring adaptability to diverse organizational needs
Multi-touchpoint feedback: Collects customer feedback from various touchpoints such as branch interactions, CRM communications, call center interactions, and social media
Enhanced accuracy: Identifies, processes, and analyzes customer interactions across diverse products and lines of business through machine learning (ML) algorithms
Actionable insights: Extracts context-specific knowledge from customer data feedback and enables organizations to respond effectively to customer requirements and preferences
Benefits
TCS’ solution equips BFSI firms with everything they need to take decisions based on customer data insights.
These are some of the benefits of TCS’ solution:
Accelerated turnaround: Analyze customer interactions 40% faster and streamline data extraction for new opportunities, service requests, and other categories
Elevated customer satisfaction: Address customer requirements more effectively with artificial intelligence (AI)-based analysis
Customer-friendly user interface (UI): Gain a deeper understanding of customer needs and expectations to build contextually relevant products and services with an intuitive UI
Improved decision-making: Make informed strategic decisions based on valuable insights from customer sentiments and preferences analysis
The TCS advantage
TCS draws on extensive domain expertise and collaborative client engagements in the BFSI sector to offer customized, future-proof solutions to pressing industry problems.
By partnering with TCS, BFSI institutions can benefit from:
Delivery excellence: TCS’ best-in-class delivery can be attributed to its technological prowess in AI, ML, and deep learning, which empowers financial services organizations to elevate their decision-making capabilities.
Strong domain knowledge: TCS' unparalleled data and analytics expertise and stellar track record in the global finance landscape enable it to deliver exceptional results consistently. TCS' technology centers of excellence (CoEs) are pivotal in fostering competency development and innovation in the finance domain.
Investment in innovation: TCS continuously commits to innovation, investing in state-of-the-art solutions that help BFSI customers meet today's requirements and adapt to tomorrow's challenges.
