Tata Communications said it will offer Cisco Webex Contact Center solution to enterprises in partnership with networking major Cisco.
The new service gives seamless user experience — across up to 150 countries on the back of Tata Communications’ global network – to contact centre users.
Cisco Webex Contact Center allows customer service managers to empower agents with AI and contextual capabilities, lowering repetitive tasks and allowing them to run analysis with a single view of data to enhance workforce productivity and personalise customer experience.
“Globally, customers expect a consistent and proactive experience. Contact centres are constantly innovating to provide that level of personalised customer experience,” said Vasili Triant, vice president of Cisco Contact Center Solutions.
Since 2015, Tata Communications has been a key Contact Centre as a Service (CCaaS) partner of Cisco.
“Cisco and Tata Communications offer a fully managed Webex Contact Center with an end-to-end SLA guarantee. It is a unified omnichannel solution that is easily deployed, managed from the cloud, and available for contact centres of all sizes,” said Ken Landoline, principal analyst – Customer Engagement, Ovum.
Businesses are looking to get deeper and leverage AI and predictive analytics to provide next-level, seamless customer experience,” said Peter Quinlan, vice president, Business Collaboration, Tata Communications.
The Cisco Webex Contact Center accelerates time to market for new contact centre services. It allows for simplified licensing; pre-deployed hardware and software with integrations to workforce optimisation; and IVR applications & consultation during implementation to optimise call flows.
