Offering will run on Tata’s global network and be managed by the infrastructure provider
Infrastructure provider Tata Communications is partnering with Cisco Systems to offer a cloud-based, fully managed WebEx contact center service that will reach as many as 150 countries.
The Lowdown: Tata will not only enable Cisco to expand the global reach of its WebEx Contact Center solution but also provide the managed services for it.
The Details: WebEx Contact Center offers a range of capabilities that contact center managers can leverage, including multiple channels for customer interactions – such as e-mail, voice, and chat – predictive analytics to better understand a customer’s history and future needs, a virtual assistant, and artificial intelligence (AI) capabilities.
Through the partnership with Cisco, Tata will deliver these technologies through an end-to-end managed service run over the provider’s global network. The service also will enable companies to spin up contact centers more quickly and comes with simplified licensing, pre-deployed hardware and software, and advanced interactive voice response (IVR) applications during implementation. The service also can integrate with leading customer relationship management (CRM) systems.
The Impact: Contact centers are a key part of any relationship between a company and its customers and can be the difference between retaining and losing those customers. With new capabilities like data analytics and AI-based features, the customer experience can be more personalized and agents can spend more time with customers when repetitive tasks are automated and taken out of their hands.
Cisco enhanced the AI, machine learning, and predictive analytics capabilities of WebEx Contact Center last month with the acquisition of start-up CloudCherry.
Background: Research firm MarketsandMarkets is predicting the global cloud-based contact center market will grow from $6.8 billion in 2017 to $20.9 billion by 2022, driven in part by the improved integration and usability of the solutions, growing demand among small and midsize enterprises for such services, and a pay-per-use subscription model for charging users. There also is a growing need to improve customer experiences, according to the analysts.
The Buzz: “Businesses are looking to differentiate their brand through more human and intelligent customer experiences. They’re looking to get deeper and leverage AI and predictive analytics to provide next-level, seamless customer experience,” said Peter Quinlan, vice president of business collaboration for Tata. “The powerful combination of Cisco and Tata Communications’ capabilities means that enterprises are able to benefit from the scalability and cost-effectiveness of a cloud-based contact center along with orchestration, integration, monitoring, management, and support services worldwide – enabling enterprises to create a unique, compelling customer experience.”
“Globally, customers expect a consistent and proactive experience end-to-end. Contact centers are constantly innovating to provide that level of personalized customer experience,” said Vasili Triant, vice president and general manager of Cisco Contact Center Solutions. “With Cisco and Tata Communications joining forces, businesses will now have a global, fully managed Cisco WebEx Contact Center solution, which will allow them to focus less on infrastructure and deployment and more on innovation, enabling them to prioritize customer experience.”