Skip to main content
Skip to footer
Click here or press enter to go to homepage Click here or press enter to go to homepage
  • What we do
  • Who we are
  • Insights
  • Careers
  • Newsroom
  • Investors
  • Worldwide
Contact us
tata.com logotata.com logoOpen in New Tab
  • Perpetually Adaptive Enterprise Press tab for submenu items

    Where adaptability meets advantage

    At TCS, we don’t just help businesses transform. We help them become perpetually adaptive enterprises, built to evolve continuously and confidently in a world of constant change.

    Adaptability starts here
  • Industries
    • Banking
    • Capital Markets
    • Consumer Packaged Goods and Distribution
    • Communications, Media, and Information Services
    • Education
    • Energy, Resources, and Utilities
    • Healthcare
    • High Tech
    • Insurance
    • Life Sciences
    • Manufacturing
    • Public Services
    • Retail
    • Travel and Logistics
  • Services
    • Artificial Intelligence and Data & Analytics
    • Cloud
    • Cognitive Business Operations
    • Consulting
    • Cybersecurity
    • Enterprise Solutions
    • IoT and Digital Engineering
    • Network Solutions and Services
    • TCS Interactive
    • Sustainability Services
  • 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™
    • TCS DigiBOLT™
    • TCS AI WisdomNext™
Overview
  • Industries expand here
    • Banking
    • Capital Markets
    • Consumer Packaged Goods and Distribution
    • Communications, Media, and Information Services
    • Education
    • Energy, Resources, and Utilities
    • Healthcare
    • High Tech
    • Insurance
    • Life Sciences
    • Manufacturing
    • Public Services
    • Retail
    • Travel and Logistics
  • Services expand here
    • Artificial Intelligence and Data & Analytics
    • Cloud
    • Cognitive Business Operations
    • Consulting
    • Cybersecurity
    • Enterprise Solutions
    • IoT and Digital Engineering
    • Network Solutions and Services
    • TCS Interactive
    • Sustainability Services
  • Products and Platforms expand here
    • 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™
    • TCS DigiBOLT™
    • TCS AI WisdomNext™
    • Our Brand Press tab for submenu items

      With you for the long run

      Whether it’s running a marathon or helping businesses thrive in applying new technology innovations at scale, we understand what it takes to keep pushing the limits of what’s possible.

      Discover our brand
    • About Us
      • Leadership
      • Corporate Sustainability
      • Diversity, Equity, and Inclusion
      • Corporate Social Responsibility
      • The TCS Way
      • Alliances
    • Research & Innovation
      • TCS Research
      • TCS Pace™
    Overview
  • About Us expand here
    • Leadership
    • Corporate Sustainability
    • Diversity, Equity, and Inclusion
    • Corporate Social Responsibility
    • The TCS Way
    • Alliances
  • Research & Innovation expand here
    • TCS Research
    • TCS Pace™
    • Global Studies Press tab for submenu items

      Our Thought Leadership Institute

      Through studies, reports and points of view, we deliver forward-looking, practical insights on key issues at the intersection of business and tech.

      Discover Expert Insights
    • Customer Stories
    • Perspectives
    Overview
  • Customer Stories
  • Perspectives
    • Build a future with us 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
    • India
      • India
    • Americas
      • Argentina
      • Brazil
      • Canada
      • Chile
      • Colombia
      • Ecuador
      • Mexico
      • Peru
      • Uruguay
      • USA
    • Asia Pacific
      • Australia
      • Mainland China
      • Hong Kong SAR
      • Indonesia
      • Japan
      • Malaysia
      • New Zealand
      • Philippines
      • Republic of Korea
      • Singapore
      • Chinese Taipei
      • Thailand
    • Europe and UK
      • Belgium
      • Denmark
      • Estonia
      • Finland
      • France
      • Germany
      • Hungary
      • Ireland
      • Italy
      • Luxembourg
      • Netherlands
      • Norway
      • Poland
      • Portugal
      • Spain
      • Sweden
      • Switzerland
      • United Kingdom
    • Middle East and Africa
      • Bahrain
      • Israel
      • Kuwait
      • Qatar
      • Saudi Arabia
      • South Africa
      • United Arab Emirates
    Overview
  • India expand here
    • India
  • Americas expand here
    • Argentina
    • Brazil
    • Canada
    • Chile
    • Colombia
    • Ecuador
    • Mexico
    • Peru
    • Uruguay
    • USA
  • Asia Pacific expand here
    • Australia
    • Mainland China
    • Hong Kong SAR
    • Indonesia
    • Japan
    • Malaysia
    • New Zealand
    • Philippines
    • Republic of Korea
    • Singapore
    • Chinese Taipei
    • Thailand
  • Europe and UK expand here
    • Belgium
    • Denmark
    • Estonia
    • Finland
    • France
    • Germany
    • Hungary
    • Ireland
    • Italy
    • Luxembourg
    • Netherlands
    • Norway
    • Poland
    • Portugal
    • Spain
    • Sweden
    • Switzerland
    • United Kingdom
  • Middle East and Africa expand here
    • Bahrain
    • Israel
    • Kuwait
    • Qatar
    • Saudi Arabia
    • South Africa
    • United Arab Emirates
    • Newsroom Press tab for submenu items

      Find the latest news about TCS in our Newsroom

      Get access to a catalog of the latest news stories from across TCS. Discover our press releases, reports, and company announcements.

      Discover more
    • Press releases

      Recent Press releases

      17 Jul 2025 TCS Ranked Among Top 20 Global Technology Brands in Brand Finance Tech 100 2025 List
      15 Jul 2025 TCS & MIT Sloan Management Review Launch New Research Series; Unveil Roadmap for Human-AI collaboration in Enterprises
      10 Jul 2025 Robust Order Book and Operational Resilience mark TCS’ Q1
      View all
    • News alerts

      Recent News

      16 Jul 2025 TCS Launches AI-Powered Research & Innovation Centre in Singapore to Accelerate Enterprise Innovation at Scale
      09 Jul 2025 TCS Launches ‘Gen AI Tech Pathway’ in its STEM Education Program goIT
      03 Jul 2025 TCS Unveils the 2025 Edition of TCS InQuizitive Across 12 Indian Cities, To Spotlight India’s Brightest Young Minds
      View all
    • Analyst recognition

      Recent recognitions

      17 Jul 2025 TCS a Leader in Life and Annuities Insurance BPS and Third-Party Administrator Services: Everest Group
      15 Jul 2025 TCS Recognized as a Leader in Healthcare Provider Digital Services by Everest Group
      01 Jul 2025 TCS Recognized as a Leader in Pharmacovigilance Operations Services by Everest Group
      View all
    • Events

      Upcoming events

      29 Sep 2025 TCS BaNCS at SIBOS 2025, Frankfurt
      22 Sep 2025 TCS Life Sciences Forum 2025 London
      13 Aug 2025 TCS BaNCS-Sovos Webinar on Tax Information Reporting
      View all
    • Media kit
    Overview
  • Press releases
  • News alerts
  • Analyst recognition
  • Events
  • Media kit
    • Overview Press tab for submenu items

      TCS works hand in hand with world-leading investors.

      Tata Consultancy Services Limited
      NSE:TCS
      INR
      Discover more Q1FY26 Debrief
    • Management Commentary
      • Latest Quarter Commentary
      • Annual Report Section
    • Financials
      • Quarterly Earnings Reports
      • Download TCS Data Sheet
      • Erstwhile CMC Financials
    • News and Events
      • Press Releases
      • Corporate Actions
      • Events
      • Calendar
    • ESG
      • Environment
      • Social
      • Governance
      • Policies and Reports
      • Stakeholder Engagement and Enterprise Risk Management
    • Resources
      • Investor FAQs
      • eTDS Portal
      • Stock Information
      • Analyst Coverage
      • Subsidiaries
      • Subscribe to Investor Updates
      • Unclaimed Dividend Information
    Overview
  • Management Commentary expand here
    • Latest Quarter Commentary
    • Annual Report Section
  • Financials expand here
    • Quarterly Earnings Reports
    • Download TCS Data Sheet
    • Erstwhile CMC Financials
  • News and Events expand here
    • Press Releases
    • Corporate Actions
    • Events
    • Calendar
  • ESG expand here
    • Environment
    • Social
    • Governance
    • Policies and Reports
    • Stakeholder Engagement and Enterprise Risk Management
  • Resources expand here
    • Investor FAQs
    • eTDS Portal
    • Stock Information
    • Analyst Coverage
    • Subsidiaries
    • Subscribe to Investor Updates
    • Unclaimed Dividend Information
    • Worldwide Press tab for submenu items

      Global knowledge. Local support

      At TCS, we help enterprises grow through innovative solutions globally. Adapt and thrive with us.

      Discover more
    • Global
      • Asia Pacific
      • Australia and New Zealand
      • Europe
      • India
      • Middle East and Africa
      • North America
      • United Kingdom
    • Localized
      • China
      • France
      • Germany
      • Japan
      • Netherlands
      • South Korea
      • Sweden
    Overview
  • Global expand here
    • Asia Pacific
    • Australia and New Zealand
    • Europe
    • India
    • Middle East and Africa
    • North America
    • United Kingdom
  • Localized expand here
    • China
    • France
    • Germany
    • Japan
    • Netherlands
    • South Korea
    • Sweden
  • Click here or press enter to go to homepage Click here or press enter to go to homepage Opens in new tab tata.com logo tata.com logoOpen in New Tab Search
    What we do
    • Perpetually Adaptive Enterprise Press tab for submenu items

      Where adaptability meets advantage

      At TCS, we don’t just help businesses transform. We help them become perpetually adaptive enterprises, built to evolve continuously and confidently in a world of constant change.

      Adaptability starts here
    • Industries
      • Banking
      • Capital Markets
      • Consumer Packaged Goods and Distribution
      • Communications, Media, and Information Services
      • Education
      • Energy, Resources, and Utilities
      • Healthcare
      • High Tech
      • Insurance
      • Life Sciences
      • Manufacturing
      • Public Services
      • Retail
      • Travel and Logistics
    • Services
      • Artificial Intelligence and Data & Analytics
      • Cloud
      • Cognitive Business Operations
      • Consulting
      • Cybersecurity
      • Enterprise Solutions
      • IoT and Digital Engineering
      • Network Solutions and Services
      • TCS Interactive
      • Sustainability Services
    • 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™
      • TCS DigiBOLT™
      • TCS AI WisdomNext™
    Overview
  • Industries expand here
    • Banking
    • Capital Markets
    • Consumer Packaged Goods and Distribution
    • Communications, Media, and Information Services
    • Education
    • Energy, Resources, and Utilities
    • Healthcare
    • High Tech
    • Insurance
    • Life Sciences
    • Manufacturing
    • Public Services
    • Retail
    • Travel and Logistics
  • Services expand here
    • Artificial Intelligence and Data & Analytics
    • Cloud
    • Cognitive Business Operations
    • Consulting
    • Cybersecurity
    • Enterprise Solutions
    • IoT and Digital Engineering
    • Network Solutions and Services
    • TCS Interactive
    • Sustainability Services
  • Products and Platforms expand here
    • 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™
    • TCS DigiBOLT™
    • TCS AI WisdomNext™
  • Who we are
    • Our Brand Press tab for submenu items

      With you for the long run

      Whether it’s running a marathon or helping businesses thrive in applying new technology innovations at scale, we understand what it takes to keep pushing the limits of what’s possible.

      Discover our brand
    • About Us
      • Leadership
      • Corporate Sustainability
      • Diversity, Equity, and Inclusion
      • Corporate Social Responsibility
      • The TCS Way
      • Alliances
    • Research & Innovation
      • TCS Research
      • TCS Pace™
    Overview
  • About Us expand here
    • Leadership
    • Corporate Sustainability
    • Diversity, Equity, and Inclusion
    • Corporate Social Responsibility
    • The TCS Way
    • Alliances
  • Research & Innovation expand here
    • TCS Research
    • TCS Pace™
  • Insights
    • Global Studies Press tab for submenu items

      Our Thought Leadership Institute

      Through studies, reports and points of view, we deliver forward-looking, practical insights on key issues at the intersection of business and tech.

      Discover Expert Insights
    • Customer Stories
    • Perspectives
    Overview
  • Customer Stories
  • Perspectives
  • Careers
    • Build a future with us 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
    • India
      • India
    • Americas
      • Argentina
      • Brazil
      • Canada
      • Chile
      • Colombia
      • Ecuador
      • Mexico
      • Peru
      • Uruguay
      • USA
    • Asia Pacific
      • Australia
      • Mainland China
      • Hong Kong SAR
      • Indonesia
      • Japan
      • Malaysia
      • New Zealand
      • Philippines
      • Republic of Korea
      • Singapore
      • Chinese Taipei
      • Thailand
    • Europe and UK
      • Belgium
      • Denmark
      • Estonia
      • Finland
      • France
      • Germany
      • Hungary
      • Ireland
      • Italy
      • Luxembourg
      • Netherlands
      • Norway
      • Poland
      • Portugal
      • Spain
      • Sweden
      • Switzerland
      • United Kingdom
    • Middle East and Africa
      • Bahrain
      • Israel
      • Kuwait
      • Qatar
      • Saudi Arabia
      • South Africa
      • United Arab Emirates
    Overview
  • India expand here
    • India
  • Americas expand here
    • Argentina
    • Brazil
    • Canada
    • Chile
    • Colombia
    • Ecuador
    • Mexico
    • Peru
    • Uruguay
    • USA
  • Asia Pacific expand here
    • Australia
    • Mainland China
    • Hong Kong SAR
    • Indonesia
    • Japan
    • Malaysia
    • New Zealand
    • Philippines
    • Republic of Korea
    • Singapore
    • Chinese Taipei
    • Thailand
  • Europe and UK expand here
    • Belgium
    • Denmark
    • Estonia
    • Finland
    • France
    • Germany
    • Hungary
    • Ireland
    • Italy
    • Luxembourg
    • Netherlands
    • Norway
    • Poland
    • Portugal
    • Spain
    • Sweden
    • Switzerland
    • United Kingdom
  • Middle East and Africa expand here
    • Bahrain
    • Israel
    • Kuwait
    • Qatar
    • Saudi Arabia
    • South Africa
    • United Arab Emirates
  • Newsroom
    • Newsroom Press tab for submenu items

      Find the latest news about TCS in our Newsroom

      Get access to a catalog of the latest news stories from across TCS. Discover our press releases, reports, and company announcements.

      Discover more
    • Press releases

      Recent Press releases

      17 Jul 2025 TCS Ranked Among Top 20 Global Technology Brands in Brand Finance Tech 100 2025 List
      15 Jul 2025 TCS & MIT Sloan Management Review Launch New Research Series; Unveil Roadmap for Human-AI collaboration in Enterprises
      10 Jul 2025 Robust Order Book and Operational Resilience mark TCS’ Q1
      View all
    • News alerts

      Recent News

      16 Jul 2025 TCS Launches AI-Powered Research & Innovation Centre in Singapore to Accelerate Enterprise Innovation at Scale
      09 Jul 2025 TCS Launches ‘Gen AI Tech Pathway’ in its STEM Education Program goIT
      03 Jul 2025 TCS Unveils the 2025 Edition of TCS InQuizitive Across 12 Indian Cities, To Spotlight India’s Brightest Young Minds
      View all
    • Analyst recognition

      Recent recognitions

      17 Jul 2025 TCS a Leader in Life and Annuities Insurance BPS and Third-Party Administrator Services: Everest Group
      15 Jul 2025 TCS Recognized as a Leader in Healthcare Provider Digital Services by Everest Group
      01 Jul 2025 TCS Recognized as a Leader in Pharmacovigilance Operations Services by Everest Group
      View all
    • Events

      Upcoming events

      29 Sep 2025 TCS BaNCS at SIBOS 2025, Frankfurt
      22 Sep 2025 TCS Life Sciences Forum 2025 London
      13 Aug 2025 TCS BaNCS-Sovos Webinar on Tax Information Reporting
      View all
    • Media kit
    Overview
  • Press releases
  • News alerts
  • Analyst recognition
  • Events
  • Media kit
  • Investors
    • Overview Press tab for submenu items

      TCS works hand in hand with world-leading investors.

      Tata Consultancy Services Limited
      NSE:TCS
      INR
      Discover more Q1FY26 Debrief
    • Management Commentary
      • Latest Quarter Commentary
      • Annual Report Section
    • Financials
      • Quarterly Earnings Reports
      • Download TCS Data Sheet
      • Erstwhile CMC Financials
    • News and Events
      • Press Releases
      • Corporate Actions
      • Events
      • Calendar
    • ESG
      • Environment
      • Social
      • Governance
      • Policies and Reports
      • Stakeholder Engagement and Enterprise Risk Management
    • Resources
      • Investor FAQs
      • eTDS Portal
      • Stock Information
      • Analyst Coverage
      • Subsidiaries
      • Subscribe to Investor Updates
      • Unclaimed Dividend Information
    Overview
  • Management Commentary expand here
    • Latest Quarter Commentary
    • Annual Report Section
  • Financials expand here
    • Quarterly Earnings Reports
    • Download TCS Data Sheet
    • Erstwhile CMC Financials
  • News and Events expand here
    • Press Releases
    • Corporate Actions
    • Events
    • Calendar
  • ESG expand here
    • Environment
    • Social
    • Governance
    • Policies and Reports
    • Stakeholder Engagement and Enterprise Risk Management
  • Resources expand here
    • Investor FAQs
    • eTDS Portal
    • Stock Information
    • Analyst Coverage
    • Subsidiaries
    • Subscribe to Investor Updates
    • Unclaimed Dividend Information
  • Worldwide
    • Worldwide Press tab for submenu items

      Global knowledge. Local support

      At TCS, we help enterprises grow through innovative solutions globally. Adapt and thrive with us.

      Discover more
    • Global
      • Asia Pacific
      • Australia and New Zealand
      • Europe
      • India
      • Middle East and Africa
      • North America
      • United Kingdom
    • Localized
      • China
      • France
      • Germany
      • Japan
      • Netherlands
      • South Korea
      • Sweden
    Overview
  • Global expand here
    • Asia Pacific
    • Australia and New Zealand
    • Europe
    • India
    • Middle East and Africa
    • North America
    • United Kingdom
  • Localized expand here
    • China
    • France
    • Germany
    • Japan
    • Netherlands
    • South Korea
    • Sweden
  • Contact us
    tata.com logo tata.com logo Opens in new tab
    Top Results
    Showing
    10
    01 - 07
    • TCS HOBS™
    • Case Study

    Community Fibre redefines customer experience with TCS HOBS™

    Share Community Fibre Redefines Customer Experience with TCS HOBS™
    Linkedin
    X
    Facebook
    Email
    copied

    You have these already downloaded

    We have sent you a copy of the report to your email again.

    Products and platforms

    TCS HOBS™ This will open an overlay

    TCS HOBS™: Engineering experiences with personalization and innovation

    TCS HOBS™ is a cloud-native, catalog-centric platform with a composable architecture built for the telecom OSS/BSS support systems. Download our brochure now.
    Learn More
     about TCS HOBS™: Engineering experiences with personalization and innovation
    Hobs-Tab-2048x1076
    Related Insights
    TCS helps premier telco in the Philippines expand its ICT services
    Read how Eastern communications in the Philippines upgraded to next-generation TCS HOBS for seamless data migration and expanded its ICT Services nationwide.
    Case Studies
    01 Aug 2022
    Can LLMs Help Improve Network Operations?
    Explore CSP network operations use cases and learn how LLMs help with network planning and building, fault resolution, and preventing critical network events.
    White Paper
    03 Jul 2024
    With TCS HOBS Integrated Revenue Assurance, Tata Sky reduces revenue leakage
    Discover how TCS HOBS Integrated Revenue Assurance helped Tata Sky reduce revenue leakage and inventory fraud
    Case Studies
    16 Nov 2018

     

    Highlights

    • Community Fibre’s key priority was to enhance its service experience and reduce agent handling time (AHT).  

    • TCS HOBS for Context-Driven Engagement was the catalyst for boosting efficiency and empowering front-office and back-office teams.

    • The implementation provided a unified, dynamic workspace, allowing agents to manage multiple customer interactions, simplify navigation across multiple screens, and improve the first-time fix rate (FTFR).

    In this article

    Overview   inpage
    Challenge   inpage
    Solution   inpage
    Value delivered   inpage
    Overview inpage
    Challenge inpage
    Solution inpage
    Value delivered inpage
    Back to top Go to top
    In this articleinpage
    Go to top
    Overview Challenge Solution Value delivered

    Overview

    Community Fibre Ltd is paving the way for faster, more affordable broadband for London's residents and businesses.

    Community Fibre stands out for its unique approach to building its network. By using 100% full fibre, the company ensures reliability, speed, and sustainability. It currently serves 1.3 million homes across and around the capital, with more than 185,000 London-based businesses within 200 metres of its network footprint.  

    Challenge

    Community Fibre sought to optimise agent operations and reduce AHT, while providing agents with the ability to manage multiple customer interactions. 

    The existing CRM platform was designed for handling single customer calls but required navigating multiple screens. As chat-based support grew, managing multiple conversations became a priority. To enhance both operational efficiency and customer experience, the client aimed to streamline interactions, reduce wait times, and accelerate issue resolution.

    Community Fibre needed a cutting-edge solution capable of:

    • Boosting agent efficiency through a unified and streamlined interface
    • Providing a scalable, customisable, and profile-based workspace to adapt to varied roles and needs
    Swipe Left
    Swipe Right

    TCS HOBS™ for Context-Driven Engagement helped us improve our customer and agent experience which is critical for us in maintaining the high level of customer satisfaction we see through Trustpilot. We appreciate the interworking between the TCS team, our customer service, and the IT team to rapidly develop and iterate the solution to maximise benefit.

    Chris Williams

    CIO, Community Fibre Ltd.

    Solution

    To address this, Community Fibre implemented TCS HOBS for Context-Driven Engagement to create a unified, dynamic workspace. 

    The integrated offering streamlined navigation, allowing agents to manage multiple interactions efficiently. It also enabled role-based customization and CRM data integration, ensuring continuous optimization. Here’s how TCS HOBS for Context-Driven Engagement made a difference. 

    • Unified agent workspace: A centralised interface that unified all essential tools and information, eliminating the need to toggle between multiple systems. This unified access reduced friction and allowed agents to focus on delivering impactful customer experiences. 
    • Real-time contextual insights: Empowered agents with actionable, real-time insights, offering the context needed to provide accurate and personalised responses. This not only improved resolution quality but also elevated the overall customer experience.
    • Adaptive workspace with profile-based controls: The customisable, widget-based interface allowed administrators to tailor the workspace for specific roles, improving relevance and usability. This personalisation streamlined access to key tools, enhancing productivity for both front-office and back-office teams.
    • Streamlined accessibility and navigation: Features like single sign-on and chat integration simplified technical navigation and reduced cognitive load for agents, enabling them to focus on customer engagement and resolution.
    • Future-ready scalability: The solution’s scalable architecture was adapted to the client’s evolving business requirements, enabling seamless integration of new capabilities and tools to meet future demands.

    Value delivered

    TCS HOBS for Context-Driven Engagement empowered Community Fibre to deliver a seamless and unified customer experience by reducing AHT and boosting agent productivity. 

    The benefits include:

    • Reduced AHT for calls with a single-page view, minimizing unnecessary clicks
    • Improved chat concurrency, allowing agents to manage multiple interactions
    • Faster access to account details and notes, reducing time spent searching and updating information
    • Enhanced customer satisfaction reflected in positive Trustpilot reviews
    • Improved agent experience

    Related reading

    Swipe Left
    Swipe Right

    TCS HOBS™: Engineering experiences with personalization and innovation

    11 Jul 2025   Opens in new tab

    Can LLMs Help Improve Network Operations?

    White Paper | 03 Jul 2024   Opens in new tab

    Business Assurance for 5G - Controls for the Next Gen Services

    White Paper | 26 Jun 2024   Opens in new tab

    Reimagining Telco UI/UX with Generative AI

    White Paper | 07 Jun 2024   Opens in new tab

    Transformation starts here

    Redefine customer experience

    Connect with us

    Find out more

    • Who we are
    • What we do
    • Insights
    Industries
    • Banking
    • Capital Markets
    • Consumer Packaged Goods and Distribution
    • Communications, Media, and Information Services
    • Education
    • Energy, Resources, and Utilities
    • Healthcare
    • High Tech
    • Insurance
    • Life Sciences
    • Manufacturing
    • Public Services
    • Retail
    • Travel and Logistics
    Services
    • Artificial Intelligence
    • Cloud
    • Cognitive Business Operations
    • Consulting
    • Cybersecurity
    • Data and Analytics
    • Enterprise Solutions
    • IoT and Digital Engineering
    • Sustainability Services
    • Network Solutions and Services
    • TCS Interactive
    • TCS and AWS Cloud
    • TCS Enterprise Cloud
    • TCS and Google Cloud
    • TCS and Microsoft Cloud
    Products and Platforms
    • TCS ADD™
    • TCS BaNCS™
    • TCS BFSI Platforms
    • TCS CHROMA™
    • TCS Customer Intelligence & Insights™
    • TCS ERP on Cloud
    • ignio™
    • TCS HOBS™
    • TCS Intelligent Urban Exchange™
    • TCS OmniStore™
    • TCS Optumera™
    • TCS TAP™
    • Quartz™ – The Smart Ledgers™
    • TCS TwinX™
    • TCS MasterCraft™
    • Jile™
    • TCS iON™
    • TCS DigiBOLT™
    Insights
    • Customer Stories
    • Cloud
    • Blockchain
    • IoT
    • Metaverse
    • Future of Work
    • Health and Wellness
    • Sustainability
    • TCS.AI
    • Cybersecurity
    • Perspectives
    More information
    • Careers
    • Corporate Social Responsibility
    • Diversity, Equity, and Inclusion
    • Investor Relations
    • Sports Sponsorships
    • TCS Pace™
    • TCS Research
    • The TCS Way
    • Who we are
    Tata consultancy services
    ©2025 TATA Consultancy Services Limited
    ©2025 TATA Consultancy Services Limited
    • Privacy Notice
    • Cookie Policy
    • Accessibility Declaration
    • Disclaimer
    • Security Policy
    • California Notice at Collection
    • Customize Cookies
    More
    • Facebook Facebook   Open in New Tab
    • Youtube Youtube   Open in New Tab
    • Twitter-X Twitter-X   Open in New Tab
    • Instagram Instagram   Open in New Tab
    • linkedin linkedin   Open in New Tab
    Contact Contact Press Enter to open an overlay
    What’s on your mind?
    We’re here to help! Tell us what you’re looking for and we’ll get you connected to the right people.
    Request for Services
    Investor information
    Media contacts
    Looking for something else?
    Analyst relations
    CSR
    Partnership
    Website feedback
    Accessibility Adjustments

    Theme

    Font size

    A
    DEFAULT
    A

    Line height

    DEFAULT