TCS a Leader in Customer Experience Services in Telecom and Media: NelsonHall

Tata Consultancy Services’ Design and Consulting CX Transformation Offerings, Strong Cognitive Automation and Omnichannel Delivery Capabilities, Cited as Key Strengths

Tata Consultancy Services, a leading global IT services, consulting and business solutions organization, has been recognized as a Leader in the NelsonHall NEAT for Customer Experience (CX) Services in Telecom and Media¹.

According to the report, TCS has mature design and consulting CX transformation offerings and experience in the telecom sector. It goes on to say that the company has strong capability in driving cognitive automation with proprietary assets, partnership network, and a maturity model. Highlighted as strengths are TCS’ strong capability for omnichannel delivery with universal agent model, 360 customer view, and ready integrators as well as its investments in agent augmentation through ML-based tools. Another key strength cited was its experience in industry-specific process automation and bot orchestration with a portfolio of implementations.

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“Telecom and media companies need to augment their connectivity and content centric businesses with digital services, platform and ecosystem led businesses, while keeping customer experience at the heart of their digital transformation,” according to Kamal Bhadada, Business Group Head, Communications, Media and Information Services. “The leadership position by NelsonHall is a recognition of our focus on leveraging digital technologies like AI/ML, cloud, IoT and AR / VR to enable telecom and media companies to reimagine customer experience and accelerate their digital transformation journey in the era of the digital experience economy.”

TCS has been partnering leading corporations in the communications and media industry vertical, including 6 of the Top 10 communication services providers, and 3 of the Top 6 media companies, in their growth and transformation initiatives. Customers are leveraging TCS’ comprehensive portfolio of CX services, including design-thinking led customer journey mapping, cloud contact center, and digital technologies such as intelligent automation, analytics, IoT, AI/ML, and AR/VR, to reimagine customer experience, enable speed, convenience and personalization, and ensure superior seamless omnichannel experiences.

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TCS’ human-centric AI-infused approach helps customers accelerate CX transformations. This approach is powered by TCS Contexify™ that delivers real time assimilation of context and purpose of customer journeys to pre-empt, automate and create omnichannel experiences. It works in conjunction with TCS TwinX™ that simulates customer journeys and proactively personalizes next best actions.

“TCS has well-developed CX transformation models, particularly its expertise in automation through customer-facing bots and agent augmentation tools. Its CX design and consulting capabilities with dedicated domain experts, frameworks, and a network of reimagination studios and labs are differentiators in an industry increasingly looking to bring to market products and services faster and more effectively,” said Ivan Kotzev, Lead Analyst – CX Services, NelsonHall.

“In the hyper-converged, hyper-consumerized and hyper-competitive telecom and media industry, a human-centered design approach combined with AI can help enterprises map every part of the customer journey to its strategy and operations, to deliver unmatched customer experience,” said Ashok Pai, Global Head, Cognitive Business Operations, TCS. “With our deep contextual knowledge of our customers’ business needs backed by our domain expertise and investments in new technologies and innovation, we are helping our customers stay ahead of the curve.”

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