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Tata Communications upgrades contact centre platform
Partnership with Genesys leverages cloud, automation and AI to enhance enterprise-customer interactions
The Asset 10 Aug 2022

Tata Communications has enhanced its InstaCC platform with digital features to improve the way global enterprises engage with their customers.

The platform is an omnichannel Contact Centre as a Service (CCaaS), which enables businesses to seamlessly grow beyond geographies while adhering to international regulatory compliance, Tata says. It allows companies and their clients to connect across varied channels ranging from social media to web browsers to mobile applications and company websites.

Tata Communications is teaming up with US cloud-based software provider Genesys to widen the InstaCC portfolio by providing an enhanced customer experience offering. The partnership enables enterprises to harness the power of cloud, digital and artificial intelligence technologies for “proactive, predictive and personalized customer engagement”.

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% of interactions that would have otherwise been handled by a human agent, up from 2% in 2022.

“Customer excellence and customer delight are critical growth factors for global enterprises in today’s ultracompetitive and hyperconnected business environment,” says 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 personalized and intelligent ways for enterprises to interact and engage with their users.”

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