Tata Consultancy Services leveraged its deep contextual knowledge to deliver an intelligent customer service platform that has reduced case resolution times and enhanced customer satisfaction
Santa Clara | Mumbai: Tata Consultancy Services (TCS) (BSE: 532540, NSE: TCS), a leading global IT services, consulting and business solutions organisation, announced that it has worked alongside Juniper Networks, a leader in secure, AI-driven networks, to successfully roll out a new service platform to deliver superior experiences to its customers and partners.
As part of its vision to deliver experience-first services, Juniper is transforming its digital support tools to simplify experiences for IT and operations teams running networks. As part of this strategy, Juniper Networks chose TCS, their trusted transformation advisor, to digitally reimagine customer service experiences and make them intelligent, personalized, and easy-to-use for its customers across various industries.
TCS leveraged its deep contextual knowledge of Juniper’s business and extensive experience in the networking industry and 'Web-First' customer service frameworks, to design and deliver a new customer experience centre platform that enables seamless, consistent, and real-time omnichannel experiences. Intelligent routing and simplified case management processes have resulted in improved first call resolutions and reduced case resolution times, enhancing customer satisfaction. This future-ready, agile digital platform will enable new capabilities helping Juniper Networks realize its growth and transformation vision.
“Experience-first stands at the core of Juniper’s values and growth. TCS has been a valuable advisor in delivering a key, next-generation digital support tool that will simplify experiences for IT and operations professionals,” said Derrell James, EVP, Global Services, Juniper Networks. “We look forward to continuing our relationship with TCS as we work together to build new initiatives for enhanced customer experiences.”
“TCS has been Juniper Networks’ strategic partner in several transformation programmes over the years. We are delighted to have worked with Juniper to build their digital future-ready customer experience platform. TCS’s deep domain and CX capabilities, customer centricity, and expertise in powering large transformation programs, helped drive this highly complex initiative and deliver an exceptional product,” said V Rajanna, global head, Technology Business Unit, TCS.