Call Center Scheduling Featured Article
Tata Communications Transforms Customer Engagement
The total spend on cloud contact centers is growing and is expected to reach $17.95 billion by 2024, according to Tata Communications. Organizations that move to the cloud will gain the scale, security, flexibility and fast innovation potential they need to future-proof their contact center.
As a digital ecosystem enabler, Tata Communications (News - Alert) is enhancing its InstaCC platform with digital features to transform customer engagement for enterprises.
The InstaCC platform is an end-to-end next generation contact center solution for enterprises providing services at scale. The InstaCC solution stack covers contact center setup, virtualization, storage, global voice network, load balancing and in-depth monitoring, deployed over a unified cloud ecosystem that irons out complexity.
The enhancements piece together a secure, connected digital fabric that allows global enterprises and end users to connect across varied channels ranging from social media to mobile applications and company websites. This allows global enterprises to engage with customers in an intelligent and user-friendly way across their preferred channel.
Additionally, Tata Communications and Genesys, a customer experience orchestrator, joined together to widen the InstaCC portfolio by providing an enhanced CX offering, Genesys (News - Alert) Cloud CX, an all-in-one, composable CCaaS and employee experience solution.
"Our partnership with Tata Communications is grounded in our shared vision to enable global enterprises with cloud-first and AI-enabled solutions that allow them to orchestrate people-centered customer and employee experiences at scale," said ML Maco, executive vice president, global sales and field operations, Genesys
The enhanced InstaCC platform, in partnership with Genesys, is equipped with tools that boost productivity of contact center agents such as workforce management solutions, call recording and knowledge-based integration of interactions.
The omni-channel cloud contact center solution Genesys Cloud CX powered by Tata Communications will enable enterprise customers to reach them at any time through their most convenient method. With comprehensive managed services and hyperconnected digital ecosystem, the reliable platform deploys with a flexible architecture. This allows enterprise applications to seamlessly connect and enable AI systems to simplify and enhance interactions.
"Together with Genesys, we are now redefining global customer engagement, bringing personalized and intelligent ways for enterprises to interact and engage with their users," said Mysore Madhusudhan, executive vice president of collaboration and connected solutions at Tata Communications.
Tata Communications’ enhancements and the Genesys partnership will enable enterprises to gain control of cloud, digital and AI technologies for proactive, predictive and personalized customer engagement.
Edited by Erik Linask