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Where adaptability meets advantage
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We deliver excellence and create value for customers and communities.
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Want to be a global change-maker? Join our team.
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Accelerate Enterprise Digital Transformation for Sustainable Change
We help align technology and investment goals and provide an enterprise digital transformation roadmap with intelligent solutions for sustainable change.
Related Insights
Derive faster time to market and enhance performance with TCS Crystallus on Oracle Cloud. Learn more about our pre-configured industry solutions.
Solution
18 May 2022
To drive innovation at speed, enterprises must move beyond siloed capabilities. These five tenets help boost digital transformation and build an agile business.
White Paper
18 May 2022
Read how TCS’ array of solutions including sales cloud for digital sales transformation & reimagined CRM helped Olympus increase revenue & sales productivity.
Case Studies
04 Mar 2021
Superior customer experience powered by Salesforce
CHALLENGE
Consumers today expect a seamless, omnichannel experience while interacting with companies. They are looking for instantaneous, hyper-contextualized and consistent responses to their queries and complaints. However, legacy contact center infrastructure cannot cope with the rapidly increasing volumes of data received from multiple communication channels, including social media. That leads to unnecessary delays in resolution of customer complaints, eventually, deteriorating the customer experience and brand equity.
TCS SOLUTION
TCS’ Contact Center Transformation Services help companies optimize customer center processes with smart automation, robust systems and workflows, and Salesforce call center implementation accelerators. They include:
- Advisory services: Assess existing processes and engagement channels to pinpoint operational and technological gaps across customer service workflows
- Implementation services: Drive call center Salesforce integration with streamlined assessment, planning, design and high-quality implementation of industry-focused Salesforces solutions. Achieve application consolidation on Salesforce service cloud and augment existing processes and CRM interface with artificial intelligence
- Support services: Increase Salesforce ROI with reliable, 24x7 support focused on creating business value and enabling continuous improvement
BENEFITS
- Drive 360-degree contact center transformation with Salesforce
- Boost agent productivity by minimizing average handling time
- Deliver a well-rounded, omnichannel experience to improve customer engagement
- Ensure consistent quality of service to enhance customer retention
- Control agent attrition with well-defined processes and an intuitive CRM interface
- Gain visibility into customer interactions and call center performance metrics
- Automate manual, time-consuming and non-value adding activities
- Minimize operating expenditure with agent efficiency enhancements
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