Contact Center Transformation Services

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