Tata Communications upgrades its contact center platform

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

The platform is an omnichannel contact center as a service (CCaaS), which allows businesses to seamlessly expand across geographies while meeting international regulatory compliance, says Tata. It allows businesses and their customers to connect across a variety of channels ranging from social media to web browsers to mobile apps and corporate websites.

Tata Communications is partnering with US cloud-based software provider Genesys to expand the InstaCC portfolio with an enhanced customer experience offering. The partnership enables companies to harness the power of cloud, digital and artificial intelligence technologies for “proactive, predictive and personalized customer engagement“.

Growing adoption of cloud, automation, and AI is bringing smart and efficient customer-business interactions. Gartner predicts that by 2031, conversational AI chatbots and virtual assistants will handle 30% of interactions that would otherwise have been handled by a human agent, up from 2% in 2022.

“Excellence and customer satisfaction are critical growth drivers for global enterprises in today’s ultra-competitive and hyper-connected business environment,” said Mysore Madhusudhan, Executive Vice President of Collaboration and Connected Solutions at Tata Communications. “With Genesys and our decades-long combined expertise in the contact center market, we are now redefining global customer engagement, providing businesses with personalized and intelligent ways to interact and engage with their users.”