Transforming Financial Services with TCS RemacX: An Omnichannel Contact Center Solution Built on AWS
In today’s fast-paced world, financial services firms are constantly looking for ways to enhance customer and employee experiences. One key area where this transformation is taking place is in cloud-based contact centers that leverage artificial intelligence (AI) to improve customer interactions.
Tata Consultancy Services (TCS), an AWS Premier Tier Services Partner, is at the forefront of this transformation with their AI-powered CX collaboration space, TCS RemacX. This innovative solution extends the capabilities of Amazon Connect, providing additional social media channels for customer contact, AI-powered self-service using Amazon Lex, and proactive customer communication using Amazon Pinpoint and Amazon Chime.
One of the key challenges faced by traditional call centers is the agents’ ability to provide quick and accurate resolutions to customer issues. TCS RemacX addresses this challenge by providing AI-based search results that integrate multiple knowledge bases in real-time, enabling agents to provide first contact resolution more efficiently.
The solution architecture of TCS RemacX leverages various AWS services such as Amazon Connect, Amazon CloudFront, AWS Fargate, Amazon API Gateway, and more. This architecture enables seamless customer interactions and provides managers with real-time monitoring capabilities to address issues promptly.
One illustrative use case for TCS RemacX is in the insurance industry, where customers may need to switch channels to get personalized assistance. TCS RemacX’s omnichannel experience feature enables this seamless transition, resulting in higher customer satisfaction without the need to repeat information.
Overall, TCS RemacX offers a range of business benefits, including support for distributed workforces, reduced call handling times, improved agent experience through AI assistance, and enhanced self-service capabilities for customers. By partnering with TCS, businesses can leverage their expertise in delivering industry-leading contact center solutions and transforming customer experiences.
To learn more about TCS and their experience consulting with Amazon Connect, contact them today. TCS is an AWS Premier Tier Services Partner and MSP with a proven track record of partnering with businesses in their transformation journeys. Don’t miss out on the opportunity to enhance your customer experience with TCS RemacX.
