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Enterprise Application Services

Contact Center Transformation Services on Salesforce Platform

In the age of the experience economy, consumers across industries want to communicate with enterprises through multiple channels such as web, mobile applications and social media. They expect real-time, personalized and consistent responses to their queries and complaints. However, the increase in the number of communication channels translates to high volumes of data for companies, leading to delays and poor customer satisfaction. There is a need for adopting an agile, automated and flexible customer service platform that boosts agent productivity and delivers a superior experience for the end user.

Tata Consultancy Services’ (TCS’) Contact Center Transformation Services, powered by the Salesforce platform, helps organizations streamline and automate customer center processes, delivering smarter, faster customer service while lowering costs. The offering empowers companies to accelerate Salesforce call center implementations and curate exceptional omnichannel experiences for boosting customer retention and driving top line growth. Moreover, it accelerates agent onboarding and minimizes training effort, owing to automated support, well-defined systems and workflows, and contextualized knowledge and content delivered to customer service agents or end customers.

Overview

Companies today face an intimidatingly high volume of customer interactions and better service expectation with the advent of social media alongside traditional channels of communication. Legacy contact center platforms are not well-equipped to handle those volumes, are too complex, and involve inefficient processes and legacy applications. Further, the lack of robust integration across applications leads to ‘swivel chair interfaces’, limited visibility into performance metrics and poor agent productivity. Ineffective contact center operations are reflected in longer resolution time, underwhelming customer experience, and loss of competitive edge. Moreover, organizations experience high contact center attrition, which adds to the operating expenses in terms of training and onboarding costs.

With TCS’ Contact Center Transformation Services, organizations can reduce technological complexities, embrace omnichannel and harness actionable insights from data. We leverage the Salesforce platform to wrap multiple, complex applications across your IT landscape, delivering an intuitive and responsive user interface that augments the business user’s experience. By building comprehensive user stories and mapping them to underlying business processes, we design seamless digital customer journeys. Our experts partner with enterprises to simplify sales and service processes, standardize workflows and ensure data consistency and accessibility for various business functions. Furthermore, our data-centric offering helps identify cross-selling and up-selling opportunities by employing a range of decisioning, knowledge and journey tools.

Our Solution

TCS’ Contact Center Transformation Services consist of:

n Advisory services: Analyze customer processes and engagement channels to identify gaps in customer engagement and pinpoint automation opportunities

n Implementation services: Include assessment, planning, design and implementation of integrated Salesforce platform solutions. We enable application consolidation using Salesforce Service Cloud and integrate artificial intelligence within the platform to deliver an innovative, modern CRM interface strategy. Our technology experts employ a lean, iterative hybrid agile approach based on scrums to achieve high quality implementations in line with specific business requirements

n Support services: Focus on business value management and continuous improvement to boost Salesforce return on investment. With round-the-clock, robust Salesforce support, we help companies optimize business processes and contact center applications, minimizing the agent handling time and enhancing customer engagement

The TCS Advantage

By partnering with TCS, you can leverage the following differentiators:

n Proven experience: TCS has partnered with Fortune 500 companies across the globe to transform their contact center operations and realize superior ROI from their Salesforce investments

n Domain expertise: TCS teams have deep domain knowledge and skills that extend beyond Salesforce platform expertise. We understand our clients’ business challenges and tailor solutions that interface seamlessly with incumbent legacy applications and peripheral processes and systems. We ensure those solutions can be integrated into the value chain effectively to drive ROI

n Salesforce partnership: TCS is a Platinum Partner of Salesforce and has invested significantly in the strategic partnership to improve sales and service effectiveness and boost engagement of our clients’ customers and business users. TCS has access to Salesforce experts and critical insights that help us reduce implementation time and cost, build future-ready platform solutions and drive significant business outcomes for our clients

n Leveraging partner ecosystem: We utilize an ecosystem of strategic partners (e.g. Apttus, Vlocity, CloudSense, nCino and Copado) to provide add-on solutions that augment the native Salesforce platform and help drive ROI

n Integrated innovation approach: We deliver AI and automation to Salesforce clients through the execution of TCS’ Machine First™ delivery philosophy, which involves giving the first right of refusal to technology with a view to augment human capability and drive exponential business outcomes. Our “learn-fast,” location-independent agile approach leverages rapid iterations and pilots to test effectiveness and impact on business process, technology integration, and measurement against business objectives

Benefits

With our offering, you can experience the following benefits:

Improve contact center performance: Boost agent productivity and optimize average handling time by achieving end-to-end contact center transformation. Streamline disjointed, manual business processes and automate them using Salesforce workflow

Enhance user experience: Deliver a superfluous omnichannel experience to increase customer satisfaction, drive engagement and build loyalty. Improve customer lifetime value with consistent quality of service across all communication channels. At the back end, decrease agent attrition by providing a user-friendly application interface and well-defined processes through robust call center integration with Salesforce

Enable actionable data insights: Gain visibility into customer queries and complaints with a single platform, and harness deep insights from data to predict customer behavior and track contact center performance metrics

Reduce operating expenditure: Improve contact center agent efficiency through automation of manual, time-consuming and non-value adding activities and drive FTE cost savings. Reduce expenditure on agent training owing to streamlined processes and closely integrated systems

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About Tata Consultancy Services Ltd (TCS)Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match.TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering

TMand assurance services. This is delivered through its unique Global Network Delivery Model , recognized as the benchmark of excellence in software development. A part of the Tata Group, India’s largest industrial conglomerate, TCS has a global footprint and is listed on the National Stock Exchange and Bombay Stock Exchange in India.

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