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Tata Communications manages contact centre calls through cloud

Veronica C. Silva | Oct. 12, 2011
Cloud service efficiently distributes calls across geographies and multiple sites.

Tata Communications is making call centre management more efficient by offering a cloud platform that can manage calls across different call centre sites.

Tata Communication is making its Intelligent Call Routing (ICR) and Interactive Voice Response (IVR) solutions available on the cloud using an IP platform. Using an on-demand, pay-per-use routing and distribution model, call centres can now more efficiently distribute calls across multiple call centre sites in different geographies.

Efficient call management results in reduced capital expenditures and lower operations costs.

"By integrating cloud-based ICR and IVR to its existing service portfolio, Tata Communications continues to be at the forefront of adopting a solutions-oriented approach to the voice business. By applying the tenets of a cloud approach to the contact centre industry, the company can enable customers to offload implementation and execution challenges while at the same time scale efficiently by adding new sites or changing call flows to respond to market demands," said Jayesh Easwaramony, vice president for ICT practice, Frost & Sullivan.

Re-routing rules

Calls are re-routed based on pre-determined rules. The solutions can also re-route calls to a specific geography based on the time or day of the week. Call re-routing can also be customised according to access number.

Tata Communications said the ICR and IVR solutions to the cloud brings together the company's core competencies - global voice network and managed services capabilities.

"Our customers have told us that there is a clear advantage in being able to seamlessly link these services around the world without resorting to complex procedures and integrations. This, in turn, allows our clients to support their own customers and applications in the most beneficial way for their business. It is a winning combination of a reduction in operational costs and increased usability," says Christian Michaud, senior vice president, product marketing and business development, global voice solutions, Tata Communications. "This new offering is a further enhancement of our existing cloud portfolio and reinforces our leading position in the Indian Hosted Contact Centre Market."

The solutions also support multiple languages.


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