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EXEMPLARY CUSTOMER AND EMPLOYEE EXPERIENCE

EMAIL
Allows your customers to reach your support team through email channels. It empowers your support agents to resolve every customer query that comes in through email integration with email
SOCIAL
To serve your customers better with social media integrations, the capabilities to probe customer pulse, and personalised support through behaviour analysis and advanced reporting tool integrations with Facebook, Twitter and WhatsApp readily available
MOBILE APP
Enables an agent to login using their smartphone and perform their contact centre activities
KIOSKS AND WALK-INS
Allows kiosk integration and experiences for our retail customers through video contact centres
VIDEO
Video Connect provides all-inclusive, enterprise-grade video collaboration in any context, from simple browser-based video to desktop and mobile apps, unlimited legacy endpoint connectivity, phone dial-in, and recording. Rapid cloud deployment means faster ROI, and robust cloud services eliminate the tactical burden of managing a video network, freeing IT resources to focus on strategic projects that impact bottom-line results
SMS AND CHAT
Allows customer integration via SMS and Chat, enabling omni-channel experiences
VOICE
World’s International Voice Carrier and this global reach provides availability, quality and competitive pricing for any global enterprise. Combine this with our global peering into Cisco Collaboration and Managed Hosted Collaboration Solutions (HCS), Tata Communications is uniquely positioned to have end-to-end visibility into the elements that facilitate the Collaboration Solution.
WEB
Digital Customer Experience Platform, integrates the consumer with all the 3rd party applications and web APIs to enable real-time connect
SIP
Global reach with Global SIP Connect makes us the largest international voice provider- relationships with 1600+ carriers, 52 billion voice minutes sold - 110+ countries ITFS with unified SLA
MPLS
Global VPN, 56+ countries, 143 countries through NNI partners - 191 countries through EAS and IPSec, allowing anytime and anywhere availability across the globe with a unified SLA
SDWAN
IZOTM WAN Gartner Magic Quadrant Leader for 6 years in row with 190 countries of coverage, allowing anytime and anywhere availability with a unified SLA
ENCRYPTION AND SECURITY POLICIES
Encryption-as-a-Service from Tata Communications guarantees SOC and HIPAA compliance
SALES CLOUD
Integration with 3rd party CRM such as SFDC & SalesForce with API integration
SERVICE CLOUD
Streamline workflows with choice of support channels across voice, self-assist, chat, and Bots
AGENT ASSIST
Agent Assist helps with intent detection and call resolution support through automated Chat Bots and Screen Popups during live calls by integrating with enterprise knowledge and CRM systems
INTELLIGENT ROUTING
Intelligent routing is the core technology in contact centres. It captures the customer inquiry, which can be via voice, digital (e.g. chat, email, messaging), or social (e.g. Twitter, Facebook) channels and uses agents’ track records, their trainings and skills to ensure that caller is routed to the most capable agent. Tata Communications’ solution take into account caller priority, callers’ previous inquiries, callers’ values as customers and other information about the caller as well
CHATBOTS
ChatBot solutions engage with your customers using Natural Language Understanding (NLU) to collect and qualify information in a conversational manner to automatically resolve routine customer requests. And when needed, Bots will seamlessly hand off to an agent
WEBRTC
Tata Communications’ WebRTC solution enables communications within a business website or mobile application, integrates a click-to-call feature and delivers video calls and screen-sharing sessions—offering a “choose-your-own” approach to service
SPEECH RECOGNITION
Speech recognition identifies and analyses words or phrases in spoken language and convert them into digital analytics. In other words, when customers talk to your agents, the system analyses what they say and can trigger specific actions based on it. Tata Communications offers various speech recognition solutions depending on each business’s needs and provides customisation as per required business outcomes
SMART DIALER
A Smart Dialer from Tata Communications enables smart dialling, leading to quicker turn around by agents and increased agent productivity
MOBILE APP
Allows mobile application integration, enabling omni-channel experiences
MARKETING CLOUD
Integration with 3rd party CRM such as SFDC & SalesForce, enabling a 360° view of customers and providing actionable insights
OMNICHANNEL ENVIRONMENT BUSINESS DIGITAL EXPERIENCE ECOSYSTEM ENTERPRISE
WORK FORCE OPTIMISATION​
Workforce Optimisation (WFO) is a business strategy that integrates contact centre technologies for customer experience to promote operational efficiency. Tata Communications’ WFO solutions help call centres to ensure their employees are appropriately scheduled, trained, monitored, evaluated, rewarded and engaged. The goal of WFO solutions is maximising the productivity, quality, and efficiency of a call centre's agent team
View Use Cases
TWO-FACTOR AUTHENTICATION
Digital Customer Experience Platform enables secure connect, extending work from home for agents and employees
MS TEAMS AND SFB
Native integration with Microsoft Skype for Business & Teams
LIVE INTERACTION
Digital Customer Experience Platform allows live interaction via Video Connect
city BFSI Automotive Travel, Transport
and Hospitality

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