Tata Communications, Cisco partner to create managed contact centre solution


Tata Communications, a global digital infrastructure provider, and Cisco have expanded their partnership to offer enterprises a secure, fully-managed, multi-channel, intelligent and cloud-based Cisco Webex Contact Center solution.

This joint offering is an end-to-end managed solution with global reach enabled by Tata Communications’ global digital infrastructure and managed services expertise, which companies of all sizes can now leverage for competitive advantage.

“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, Business Collaboration, Tata Communications. “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 centre along with orchestration, integration, monitoring, management and support services worldwide – enabling enterprises to create a unique, compelling customer experience.”

The new service gives contact centre users a seamless user experience – even with bandwidth hungry applications – across up to 150 countries on the back of Tata Communications’ global network, thereby expanding the global reach of Cisco Webex Contact Center. It also allows customer service managers to empower agents with AI and contextual capabilities, lowering repetitive tasks and allowing them to run analysis with a single view of data to enhance workforce productivity and personalise customer experience.

“Globally, customers expect a consistent and proactive experience end-to-end. Contact centres are constantly innovating to provide that level of personalised customer experience,” said Vasili Triant, Vice President and General Manager 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 prioritise customer experience.”

With expertise in designing, implementing and managing contact centres for enterprises worldwide, Tata Communications is positioned to provide managed services for Cisco Webex Contact Center.

“By virtue of this partnership, Cisco and Tata Communications now offer a fully managed Webex Contact Center with an end-to-end SLA guarantee. It is a unified omnichannel solution that is easily deployed, managed from the cloud, and available for contact centres of all sizes. A key feature of the platform is its 360° customer journey analytics capability which enables organisations to understand the customer experience across all channels through the entire lifecycle,” said Ken Landoline, Principal Analyst – Customer Engagement, Ovum.

This latest collaboration between Tata Communications and Cisco builds on a long-standing relationship between the two companies. Since 2015, Tata Communications has been a key Contact Centre as a Service (CCaaS) partner of Cisco.

Powered by Tata Communications, the new Cisco Webex Contact Center accelerates time to market for new contact centre services. It allows for simplified licensing; pre-deployed hardware and software with integrations to workforce optimisation; and advanced IVR applications & consultation during implementation to optimise call flows. It also simplifies management, with differentiated experience and deployment flexibility across up to 150 countries globally. All of this is delivered as a fully managed service with competitive license pricing, integration with major CRM systems, and with end-to-end integrated SLAs.