Cisco, Tata Communications to develop cloud-based customer service solutions

California-based technology networking giant Cisco has partnered with Mumbai-headquartered telecommunications firm Tata Communications to develop a cloud-based customer service solutions platform Cisco Webex Contact Center.

The offering is an end-to-end customer management solution which will be supported by the digital infrastructure and managed services expertise of Tata Communications. 

The Cisco Webex Contact Center allows for operations such as simplified licensing, workforce optimisation, hardware and software integrations, a statement issued by Tata Communications said.

The solution can also be used to harness artificial intelligence (AI) and undertake data analysis, the statement added.

The joint offering can be deployed across 150 countries globally by leveraging the network of Tata Communications. Cisco Webex Contact Center can also be  integrated with existing customer relationship management (CRM) solutions onboarded by enterprises.

“Globally, customers expect a consistent and proactive experience end-to-end. Contact centres are constantly innovating to provide that level of personalised customer experience. 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,” said Vasili Triant, vice president and general manager, Cisco Contact Center Solutions.

Tata Communications has served as a contact centre as a service (CCaaS) partner of Cisco since 2015. CCaaS is a cloud-based customer experience solution that provides remote access to the contact centre’s software.

In September 2018, Srinivasan CR, chief digital officer, Tata Communications, told TechCircle in an interview that the Tata Group’s telecom arm would be ramping up its cloud services portfolio to accelerate the adoption of digital solutions in India. 

Earlier this year, Tata Communications and Cisco partnered to offer an on-premise and cloud-based software defined-wide area network (SD-WAN) solution. The solution was developed on Tata Communications’ IZO cloud platform.

In April, Chaitanya Chokkareddy, chief executive officer of Hyderabad-based cloud solutions provider Ozonetel said enterprises in the financial services and healthcare sectors are increasingly moving towards CCaaS solutions.