Tata Communications is partnering with Genesys to widen the InstaCC portfolio with digital features to transform the customer engagement of enterprises.
This feature 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 channels.
The InstaCC 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 platform enables businesses to seamlessly grow beyond geographies adhering to international regulatory compliance, the company said.
This partnership enables enterprises to harness the power of cloud, digital and AI technologies for proactive, predictive and personalised customer engagement through Genesys Cloud CX, an all-in-one, composable CCaaS and employee experience solution.
“Customer excellence and customer delight are critical growth factors for global enterprises in today’s ultracompetitive and hyperconnected business environment. Together with Genesys and our combined expertise over decades in the contact center market, we are now redefining global customer engagement, bringing personalised 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.
“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. 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, EVP, Global Sales and Field Operations, Genesys.
The increased adoption of cloud, automation and AI is bringing intelligent and efficient customer enterprise interactions.
Gartner projects that by 2031, conversational AI chatbots and virtual assistants will handle 30 per cent of interactions that would have otherwise been handled by a human agent, up from 2 per cent in 2022.