Delivering exceptional customer experiences is the number one priority for every business in today’s world. However, as consumer expectations evolve, staying ahead of the competition is becoming increasingly challenging. For most organizations, investing in the right contact centre innovations is the only way to stay ahead.  

An intelligent, comprehensive, and cloud-based contact centre portfolio allows business leaders to leverage the crucial customer service features they need to delight their audience. Via CCaaS, or Contact Centre as a Service offerings, companies can build flexible, scalable, and future-proof environments for customer contact.  

Tata Communications, an innovator in the CCaaS landscape, ensures businesses of all sizes and backgrounds can boost efficiency and agent productivity with its comprehensive InstaCC portfolio. This extensive range of CCaaS solutions supports exceptional voice, analytics, storage, and innovation.  

Introducing the Tata InstaCC Portfolio  

The same components of the perfect cloud-based contact centre can vary from one customer to the next. Some companies need a comprehensive cloud environment prioritizing global availability, whereas others want their CCaaS solution to build on the existing technologies they already use.  

To serve the broadest range of organizations, Tata InstaCC portfolio includes various deployment options organized into two categories: Tata Communications Hosted Solutions and Partner Hosted Solutions powered by the Tata Communications.  

Tata Communications Hosted Solutions: 

The Tata Communications Hosted solutions in the Tata InstaCC portfolio come in three flavours: 

  • INSTACC CLOUD: A global, multi-tenant Microsoft-based offering for enterprises looking to enhance customer and employee experiences. 
  • INSTACC DEDICATED: A dedicated, holistic offering designed to enhance customer journeys and agent productivity by mitigating security and regulation risks for large enterprises. 
  • INSTACC CONNECT: A smart routing and self-serve solution providing the first step for enterprises to move to cloud while retaining their legacy platforms. 

Partner Hosted Solutions Powered by Tata Communications: 

The partner-hosted solutions powered by Tata technology include: 

  • GENESYS CLOUD CX(TM) POWERED BY TATA COMMUNICATIONS
    Omni-channel contact centre solution for unified customer and agent experiences delivering innovation to companies of all sizes across the globe 
  • AMAZON CONNECT BY TATA COMMUNICATIONS
    Cloud contact centre solution with inherent AI/ML capabilities powering personalised contact centre experiences on a pay-as-you-go model with no lock-ins from Amazon. 
  • WEBEX CONTACT CENTRE POWERED BY TATA COMMUNICATIONSA unified, omnichannel contact centre solution for large enterprises migrating their on-premises Cisco infrastructure to the cloud. 

Tata InstaCC Review: Features 

Tata Communications built its InstaCC portfolio to address the ever-evolving needs of companies in a complex CCaaS environment. The solution combines must-have capabilities, like global voice connectivity, with innovations like artificial intelligence and self-service solutions.  

While the exact functionality users can expect from Tata InstaCC platform will vary according to the deployment model they choose, some key features include: 

  • Voice, chat, email, SMS, social media, and mobile connectivity 
  • Network and component controls 
  • Global SIP and routing capabilities 
  • WebRTC functionality 
  • Virtual assistants for agent support 
  • NLP, voice analytics, and chatbots 
  • Extensive reports and custom dashboards 
  • Conversational IVR capabilities 
  • Speech, text, desktop, and customer journey analytics 
  • Cognitive speech recognition 
  • Workforce management integrations 
  • Voice and screen recording for compliance 
  • Quality management and agent assist 
  • Integrations with Microsoft Teams, consulting tools, and more 
  • APIs for custom integrations and connections 

Tata Communications also offers a range of robust managed services solutions to help business users take full advantage of their InstaCC solution. Users can get assistance with the transition and migration process, project management efforts, and service delivery.  

Tata InstaCC Review: Benefits 

The powerful end-to-end cloud contact centre offering from Tata Communications is explicitly built to enhance business performance and productivity at scale. With every solution in this portfolio, companies gain access to powerful solutions from global voice reach to load balancing, virtualization, and a phenomenal, unified cloud ecosystem. Major benefits include: 

  • A single go-to partner for global contact centre needs: Partnering with Tata Communications helps you reduce vendor sprawl and increase efficiency, since Tata Communications is your single global geo-redundant multi-layer provider for cloud, voice and network 
  • Intelligent agent productivity: With AI-enabled agent assist, speech and text analytics, configurable desktops, and WFO integrations, companies can boost agent performance anywhere, even in the hybrid world. InstaCC provides everything businesses need to make the most out of their in-office and distributed teams.  
  • Contact centre management: An all-in-one ecosystem provides companies with access to intelligent call routing, comprehensive dashboard reporting, two-way scaling for traffic changes, and access to managed, professional services. Tata Communications is always on hand to ensure users are making the most of their contact centre.  
  • Complete compliance: For those concerned about security and compliance, Tata Communication ensures its contact centre solutions comply with local and broader regulations. The compliance system automatically updates to suit regional requirements.  
  • Omnichannel presence: Companies can ensure they’re always ready to meet their customers wherever they are with InstaCC. Users can access IVR automation and self-service integrations across social media, voice, messaging, email, and chat environments.  
  • Complete flexibility: The wide range of deployment options offered by Tata Communications ensures business leaders can access the contact centre solution most suited to their specific needs. The technology can scale quickly according to the requirements of each business and even allows for intelligent load balancing.  
  • Compliance with complex telecom regulations: Tata Communications has proven expertise in multi-country compliance regulations 

Tata InstaCC Portfolio Review: Verdict 

Flexible, scalable, and comprehensive, the Tata InstaCC portfolio offers an end-to-end solution for delighting customers in the modern world. Whether companies choose a Tata Communications-hosted solution or a partner-hosted cloud, they’ll have access to all the latest tools they need to support and understand their target audience.  

By combining global availability, and exceptional reliability with artificial intelligence and innovations, Tata Communications has developed a future-proof tool for business users. The Tata InstaCC portfolio enables organizations from all environments to access a completely customizable environment, ready to scale according to their business needs.  

 

 



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