Contact Center Transformation: Reimagine Customer Service Workflows

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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

Transformation starts here

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TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

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TCS works hand in hand with world-leading investors.

Global knowledge. Local support

TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

Global knowledge. Local support

Contact center transformation services

Service

Transformation starts here

TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

Global knowledge. Local support

Service

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Transformation starts here