TCS Contexify™

Overview

In today's hyper-connected world, customers use multiple channels with multiple rounds of interactions for the products and services on hand.

An omnichannel strategy will allow businesses to cater to customers anytime anywhere.

TCS Contexify is a unique contextual intelligence and personalized interface that helps businesses transform customer engagement.

With customer-centricity as its guiding principle, the platform provides businesses with all relevant information about customers at their fingertips, allowing them to personalize interactions and service support.

TCS Contexify enables an intelligent contact center with zero back-office support, thereby helping businesses reduce operational costs and improve the time to market.

Business context

Imagine a world where a service provider reaches out even before the customer is aware of a potential problem and helps address it quickly and accurately.

While all this would have seemed far-fetched a few years ago, it is possible now.

• TCS Contexify as a system of intelligence dynamically orchestrates an end-to-end solution to businesses to bring about a significant improvement in customer servicing. The platform enables a crucial shift from managing interactions to managing customers and service contexts.
• It derives contextual intelligence to drive personalized interventions (next-best action) and simplify engagement. With the benefit of increased automation and reduction in complexities, it helps orchestrate existing capabilities and technologies to provide better experiences to customers.
• By adopting TCS Contexify, businesses can leverage a context-intelligent platform to improve customer journey.Besides reducing operational costs, it helps improve the time to market.

Our solution

TCS Contexify is a highly modular, scalable, and flexible platform designed to deliver customer-centricity at reduced costs.

It comes with a range of features: 

• Experience visualizer: With multi-channel capability, this functionality visualizes a customer's journey and allows businesses to take the steps necessary to deliver results according to customer needs.
• Smart process manager: With features such as interaction maps, it  ensures organizations can design processes and create there different versions to cater to various customer segments. 
• Knowledge center: A goal-centric feature, it brings all rules and compliance elements under one roof and reduces effort by automating them. It allows businesses to focus on customer processes and products. 
• Intelligent amplifier: TCS Contexify can integrate with any AI-ML prediction engine to serve customers intelligently.
• Automation factory: With the Machine First Delivery Model™ approach, this feature allows the re-use of the current automation portfolio and accelerates further automation with adaptors.
• Data layer: Flexible enough to be both on-prem or on the cloud, the data layer enhances performance, quality, and security with tools like data cleanser and performance manager.

Business benefits

With the TCS Contexify platform, businesses can reap the following benefits:

• Channel strategy: Adopt an omnichannel approach to provide a convenient support experience to customers across various segments.
• Deflection strategy: Ensure seamless handover of communications to alternative service channels so that customers receive the answers they are seeking.
• Drivers of user experience: Deliver proactive, predictive, and profitable interactions to improve customer satisfaction and employee happiness.
• Digitalization strategy: Accelerate the digitalization of businesses while complementing the existing infrastructure investment.
• Efficient and optimized operations: Deliver optimal experience to customers while reducing their overall cost of operations.
• Business agility: Orchestrate current capabilities and technologies to help businesses improve time-to-market and respond to change.
• Consolidation of IT strategy: Bring all similar business functionalities together to integrate the fragmented IT landscape across the organization.