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Unlock Business Agility and Future-ready Operations with TCS
Our Cognitive Business Operations caters to enterprises’ digital transformation needs and helps them achieve business continuity and resilient operations.
Related Insights
Agentic and generative AI drive a shift toward prescriptive spend analytics for procurement, helping enterprises turn disruptions into a competitive advantage.
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Using next-gen tech like artificial intelligence, generative, and agentic AI, we help brands deliver hyper-personalized experiences to elevate customer journeys.
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This blog explains how mortgage lending is evolving in the metaverse, creating new opportunities in virtual assets and digital property markets. Learn more.
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10 Jan 2025
Create seamless customer experiences.
CHALLENGE
Companies aim to provide excellent customer experience irrespective of whether the customer is connecting with the company through Voice call, Website, Email, chat, etc.
This requires integrating isolated CRM and business tools so that all customer information is in one place.
However, most enterprises utilize hundreds of applications that are custom-built, acquired from a third-party, part of a legacy system, or a combination thereof. Working in silos leads to inconsistencies in service.
TCS SOLUTION
TCS’ services for unified communication and contact centers integrate business components in one system.
Key features:
Customized IVR application development and integration: can be integrated with 3rd party applications to consolidate data in one system.
Reporting and CRM integration: any key data, including recent orders, account number, etc. can be accessed in a single dashboard.
Ticketing tool integration: allows auto preview of customer issues and complete issue tracking.
- Business tools (Customer DB, Customer business portal, etc.) integration: optimizes contact center.
Tools development and integration: custom developed business specific tools like Auto provisioning, Ticket analyzing, etc. can be integrated to achieve the customer SLA.
Multichannel and Social media integration: customers get a choice of contact options—voice, email, SMS, social media, etc.
BENEFITS
Integrate hardware, software, and sub systems from multiple vendors
Store customer data in a single, unified repository
Deliver seamless and omni-channel customer experience through integrated tools
Provide customized implementations with scripts and internal tools
Improve the system’s productivity
Harness data to manage creative outbound campaigns better
Related reading
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Cognitive Business Operations
TCS Customer Experience Service: Ensuring Comprehensive CX Operations
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11 Feb 2025
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Future-ready Supply Chain and Procurement Services
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Transformation starts here
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