Vodafone Idea is extending its partnership
with TCS
India: Vodafone Idea and Tata
Consultancy Services (TCS), which is a leading IT consulting, services, and
business solutions organization, announced to extend their partnership for five
more years. Vodafone Idea has adopted advanced technologies in order to
increase its foothold in India. Customer experience engagement is one of such
technologies and the company has been able to differentiate itself in the
competitive telecommunication market by personalizing customer experience and
continuously developing new technologies so as to target both i.e. startup and B2B
segments.
The next phase of the
partnership will be aimed at implementing analytics & AI in the business so
as to customize end customer experience. Additionally, TCS will use Location
Independent Agile model to improve operational integration between Idea and
Vodafone’s systems and enable faster revenue realization.
CIO of Vodafone Idea stated
that, “As the TCS-VIL partnership enters its 10th year of the engagement, the
company is pleased to extend their partnership with TCS and focus on bringing
Value Addition through Automation and Digital Experience, thereby fueling
sustained business growth.”
According to TechSci Research, the extended partnership with
India’s largest IT service company, TCS, will enable Vodafone Idea to better engage
its customers and understand their needs. Understanding needs would also allow
the telcom to create more personalized plans, a move that other telecom
companies are already embracing. Earlier, companies operating in the country’s saturated
and hypercompetitive telecom market, were relying solely on expanding their
network or coverage; however, with the onset of technological innovations, a
rising number of market players are focusing on offering right plans to their customers
as well as on proactive handling of customer issues.
According to a TechSci Research report, “Global Customer Experience Management
Market,
By Type (Enterprise Feedback Management and Others), By Touch Point (Company
Website, Branch/Store, Web and Others), By End User (IT Communication Service
Provider, BFSI, Healthcare and Others), By Region, By Company, Competition,
Forecast & Opportunities, 2024”, the global customer experience
management market is expected to grow at a CAGR of over 25% on account of increasing
technological advancements in cloud & big data analytics to design, manage
and improve end-to-end consumer experience. Notably, the market is segmented
into Asia-Pacific, North America, South America, Middle East & Africa and
Europe. North America is expected to continue its dominance as the leading
region in the global customer experience management market, owing to increasing
popularity of application of tools that are employed for analyzing customer
feedback and growth of communication media.
According to another TechSci Research report, “India Speech Analytics Market, By Component (Solutions Vs
Services), By Deployment Mode (Cloud Vs On-Premises), By Application (Customer
Experience Management, Call Monitoring, etc.), By End-User (Government and
Defense, BFSI, Healthcare, etc.), Competition Forecast & Opportunities,
2014-2024”, India speech analytics market is
projected to grow at a double digit CAGR during 2014-2024. Technological innovations,
increase in the number of call centers, rising need to manage risk and surging demand
for high accuracy is aiding India speech analytics market. Moreover, increasing
demand for higher efficiency in process deployment coupled with rising focus on
reducing overall cost are some other factors that are expected to propel demand
for speech analytics over the next five years in the country.