Tata Communications enhances InstaCC(TM) Platform with digital features
PR97366
MUMBAI, India and SANTA JOSE, Calif., Aug. 9, 2022 /PRNewswire=KYODO JBN/--
Partners with Genesys(R) to further transform customer engagement
Tata Communications, a global digital ecosystem enabler, today enhances its
InstaCC(TM) platform with digital features to transform customer engagement of
enterprises. It stitches a secure, connected digital fabric that allows global
enterprises and end users to connect across varied channels ranging from social
media to web browsers to mobile applications and company websites. This allows
global enterprises to engage with customers in an intelligent, seamless and
user-friendly way, across their preferred channel. The InstaCC(TM) platform,
an omnichannel Contact Centre as a Service (CCaaS), strengthens Tata
Communications position as a global end-to-end digital customer experience (CX)
orchestrator.
As part of its global CCaaS strategy, Tata Communications InstaCC(TM) platform
enables businesses to seamlessly grow beyond geographies adhering to
international regulatory compliance. Furthermore, Tata Communications and
Genesys(R), a global cloud leader in customer experience orchestration, are
joining hands to widen the InstaCC(TM) portfolio by providing an enhanced CX
offering. This partnership enables enterprises to harness the power of cloud,
digital and AI technologies for proactive, predictive and personalized customer
engagement through Genesys Cloud CX(TM), an all-in-one, composable CCaaS and
employee experience solution.
The enhanced Tata Communications InstaCC(TM) platform in partnership with
Genesys is equipped with tools that boost productivity of contact centre agents
such as workforce management solutions, call recording and knowledge-based
integration of interactions.
"Customer excellence and customer delight are critical growth factors for
global enterprises in today's ultracompetitive and hyperconnected business
environment," said Mysore Madhusudhan, Executive Vice President of
Collaboration and Connected Solutions at Tata Communications. "Together with
Genesys and our combined expertise over decades in the contact centre market,
we are now redefining global customer engagement, bringing personalised and
intelligent ways for enterprises to interact and engage with their users."
"In the experience economy, building trust and loyalty requires organizations
to transform into digital engagement powerhouses so they deliver effortless,
connected experiences across all the channels consumers use today," said ML
Maco, EVP, Global Sales and Field Operations, Genesys. "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-centred customer and employee experiences at scale."
The increased adoption of cloud, automation and AI is bringing intelligent and
efficient customer-enterprise interactions. Gartner(R) projects that by 2031,
conversational AI chatbots and virtual assistants will handle 30% of
interactions that would have otherwise been handled by a human agent, up from
2% in 2022.
Know more about Tata Communications InstaCC(TM) platform, and the partnership
between Tata Communications and Genesys(R).
About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences
for organisations in more than 100 countries. Through the power of our cloud,
digital and AI technologies, organisations can realise Experience as a
ServiceSM, our vision for empathetic customer experiences at scale. With
Genesys, organisations have the power to deliver proactive, predictive, and
hyper personalised experiences to deepen their customer connection across every
marketing, sales, and service moment on any channel, while also improving
employee productivity and engagement. By transforming back-office technology to
a modern revenue velocity engine Genesys enables true intimacy at scale to
foster customer trust and loyalty. Visit www.genesys.com/en-sg.
(C)2022 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud
CX, Genesys Multicloud CX, Genesys DX and Experience as a Service are
trademarks, service marks and/or registered trademarks of Genesys. All other
company names and logos may be registered trademarks or trademarks of their
respective companies.
About Tata Communications
A part of the Tata Group, Tata Communications (NSE: TATACOMM; BSE: 500483) is a
global digital ecosystem enabler powering today's fast-growing digital economy
in more than 190 countries and territories. Leading with trust, it enables
digital transformation of enterprises globally with collaboration and connected
solutions, core and next gen connectivity, cloud hosting and security solutions
and media services. 300 of the Fortune 500 companies are its customers and the
company connects businesses to 80% of the world's cloud giants. For more
information, please visit www.tatacommunications.com
2022 Gartner, Market Trend: Conversational AI for Agent Automation Delivers an
Efficient Customer Contact Center Experience
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its
affiliates in the U.S. and internationally and is used herein with permission.
All rights reserved.
Forward-looking and cautionary statements
Certain words and statements in this release concerning Tata Communications and
its prospects, and other statements, including those relating to Tata
Communications' expected financial position, business strategy, the future
development of Tata Communications' operations, and the general economy in
India, are forward-looking statements. Such statements involve known and
unknown risks, uncertainties and other factors, including financial, regulatory
and environmental, as well as those relating to industry growth and trend
projections, which may cause actual results, performance or achievements of
Tata Communications, or industry results, to differ materially from those
expressed or implied by such forward-looking statements. The important factors
that could cause actual results, performance or achievements to differ
materially from such forward-looking statements include, among others, failure
to increase the volume of traffic on Tata Communications' network; failure to
develop new products and services that meet customer demands and generate
acceptable margins; failure to successfully complete commercial testing of new
technology and information systems to support new products and services,
including voice transmission services; failure to stabilize or reduce the rate
of price compression on certain of the company's communications services;
failure to integrate strategic acquisitions and changes in government policies
or regulations of India and, in particular, changes relating to the
administration of Tata Communications' industry; and, in general, the economic,
business and credit conditions in India. Additional factors that could cause
actual results, performance or achievements to differ materially from such
forward-looking statements, many of which are not in Tata Communications'
control, include, but are not limited to, those risk factors discussed in Tata
Communications Limited's Annual Reports.
The Annual Reports of Tata Communications Limited are available at
www.tatacommunications.com. Tata Communications is under no obligation to, and
expressly disclaims any obligation to, update or alter its forward-looking
statements.
(C) 2022 Tata Communications Ltd. All rights reserved.
TATA COMMUNICATIONS and TATA are trademarks or registered trademarks of Tata
Sons Private Limited in India and certain countries.
SOURCE: Tata Communications
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