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    TCS is here to make a difference through technology.

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    What we do
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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.

      Discover all solutions
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      Recent Press releases

      20 Jun 2025 TCS Accelerates Software-Defined Vehicle Innovation in Europe with Launch of Three New Hubs
      16 Jun 2025 TCS Partners with Denmark’s Largest Retailer, Salling Group, to Drive Digital Transformation and AI Enabled Cloud Migration
      16 Jun 2025 Council of Europe Development Bank Partners with TCS to Transform Reconciliation Processes
      View all
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      20 Jun 2025 TCS to Build New AI-Led Solutions for Business Transformation in Collaboration with Microsoft
      12 Jun 2025 TCS and NVIDIA Collaborate to Design AI Native Solutions for the Telecom Sector
      10 Jun 2025 TCS Recognized as 2025 Databricks Delivery Excellence Partner of the Year
      View all
    • Analyst recognition

      Recent recognitions

      26 Jun 2025 TCS Positioned as a Leader in IDC MarketScape for Worldwide SAP Implementation Services
      16 Jun 2025 TCS Recognized as a Leader in Gartner® Magic Quadrant™ For Outsourced Digital Workplace Services
      10 Jun 2025 TCS BaNCS Positioned as a Leader in the Gartner® Magic Quadrant™ for Retail Core Banking Systems, Europe
      View all
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      10 Aug 2025 TCS BaNCS at COBA 2025, Brisbane, Australia
      14 Jul 2025 TCS at Esri UC 2025: Bringing Smart, Reliable GeoSpatial Solution
      24 Jun 2025 TCS Chroma Live Webinar: Quiet Quitting, Loud Expectations
      View all
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    • TCS HOBS™
    • Solution

    TCS HOBS™ for Context-Driven Engagement

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    Industry

    Communications, Media and Information Services This will open an overlay

    Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries

    TCS helps businesses unlock value by enhancing digital experiences with AI and cloud technologies, driving sustainability and seamless connectivity. Learn how.
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     about Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries
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    TCS at TM Forum DTW 2025
    Meet us at the event to know how TCS can help CSPs monetize 5G and transform operations with intelligent automation to shape the future of the telecom industry.
    Events
    29 Apr 2025
    Vodafone UK Collaborates with TCS to Enhance Business Agility, CX
    Vodafone UK and TCS’ partnership redefined technology in business, improving IT efficiency, strengthening cybersecurity, and enhancing CX. Discover how.
    Customer Testimonial
    26 Sep 2024
    Energy, Resources & Utilities This will open an overlay

    Rebalance the energy equation

    We work with energy, resources, and utility businesses to create a smart and sustainable future.
    Learn More
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    Tata Steel Nederland’s Path Beyond Zero – Race to Tomorrow
    Director IT Simone Voojis talks about Tata Steel Nederland’s partnership with TCS and their automation journey to achieve sustainability goals. Watch the video.
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    24 Jun 2025
    Scaling Hydrogen Economy with Digital Innovations
    As the production and use of hydrogen energy sees a boost, learn how tech and digital innovations are the way forward to affordable, scalable hydrogen economy.
    Blog
    26 May 2025
    Accelerating New Material R&D with In-silico Interventions
    With AI/ML and digital factory data, in-silico intervention is emerging as a game changer, thus helping steelmakers reduce time-to-market and improve hit rates.
    Blog
    02 May 2025
    Travel and Logistics This will open an overlay

    Data and AI in Travel Industry for a Memorable Passenger Experience

    TCS helps create a sustainable travel ecosystem and design hyper-personalized using AI and big data in tourism to make the passenger journey memorable.
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     about Data and AI in Travel Industry for a Memorable Passenger Experience
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    TCS’ Unified and Integrated Offering for Enterprise Asset Management
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    12 Dec 2023
    Data Collaboration: Building the Foundation for Future Mobility
    Data spaces enable connected, scalable, and smarter mobility solutions, driving innovation for an integrated and sustainable mobility ecosystem of tomorrow.
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    23 Jun 2025
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    Understand the potential of healthcare logistics and how logistics providers can support the entire supply chain, driving a healthier, more resilient future.
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    20 Jun 2025

    Solution

    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
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    11 Apr 2025
    TCS HOBS™ Unified Catalog: Reimagining Product Lifecycle Management
    With data-driven insights, our unified catalog enables enterprises to streamline operations, rationalize products, and make decisions that help maximize revenue.
    Solution
    29 Jan 2025
    Transform Fibre Operations and Achieve Sustainable Business Growth
    Our fit for purpose and growth TCS HOBS™ for Fibre Operations and Monetization enables sustainable growth, zero-touch operations, and business transformation.
    Solution
    18 Sep 2023

    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

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    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.

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