Global Hosted Contact - Tata Communications · Global Hosted Contact Center Solutions Our on-demand Hosted Contact Center Solutions enhance productivity while lowering costs. ...

enterpriseGlobal Hosted Contact Center SolutionsOur on-demand Hosted Contact Center Solutions enhance productivity while lowering costs. Leverage your existing investments to drive best-in-class customer support.

www.tatacommunications.com

© 2008 Tata Communications Ltd. All Rights Reserved. 4P_TC_global_hosted-contact-center-solutions_ver2.1_aug-2008

IndiaTata Communications LVSB Kashinath Dhuru Marg Prabhadevi Mumbai 400 028Tel +91 22 6657 8765Fax +91 22 6639 5162

AsiaTata Communications 5 Shenton Way#34 – 10 UIC BuildingSingapore 068808Tel +65 6551 3600Fax +65 6423 0315

Tata Communications 2402 Bank of America Tower12 Harcourt RoadCentral, Hong KongTel +852 3693 8888Fax +852 3690 2022

AustraliaTata Communications King Street WharfSuite 503, 35 Lime StreetSydney NSW 2000 AustraliaTel +61 2 9299 2014Fax +61 2 9299 2019

North AmericaTata Communications 2355 Dulles Corner Blvd 7th fl oorHerndon, VA 20171, USATel +1 703 547 5900Fax +1 703 547 6555 Tata Communications 90 Matawan Rd – 3rd FloorMatawan, NJ 07747, USATel +1 732 888 6700Fax +1 732 888 6809

Tata Communications 1555 Rue Carrie-DerickMontréal (Québec)Canada, H3C 6W2Tel +1 514 868 7272Fax +1 514 868 7234

EuropeTata Communications Exchange Tower, Suite 7.032 Harbour Exchange SquareLondon, E14 9GE, EnglandTel +44 20 7519 4610Fax +44 20 7519 4609

Tata Communications 131 Avenue Charles de Gaulle92200 Neuilly sur SeineFranceTel +33 1 41 43 4200Fax +33 1 41 43 4200

Tata Communications Avenida de Europa 4, Bajo AParque Empresarial “La Moraleja”28108 Alcobendas Madrid, SpainTel +34 916 57 48 90Fax +34 916 62 06 79

Middle East & North AfricaTata Communications Hamdan Street, City Center BuildingBlock – A, 2nd Floor, Offi ce # 204P.O. Box 41660Abu Dhabi, United Arab EmiratesTel +971 2 626 6223Fax +971 2 627 2624

Tata Communications, a member of the $62.5 billion Tata Group, is a leading global provider of a new world of communications. The emerging markets communications leader leverages its advanced solutions capabilities and domain expertise across its global and pan-India network to deliver managed solutions to multi-national and Indian enterprises, service providers and Indian consumers. Tata Communications’ range of services include transmission, IP, converged voice, mobility, managed network connectivity, hosting and storage, managed security, managed collaboration and business transformation for global enterprises and service providers, as well as Internet, retail broadband and content services for Indian consumers. The Tata Global Network encompasses one of the most advanced and largest submarine cable networks, a Tier-1 IP network,

with connectivity to more than 200 countries across 300 Pops, and more than 1 million square feet of data center and co-location facilities. Tata Communications’ unique emerging market depth and breadth of reach includes a national fi ber backbone network and access to network in over 60 cities and 125 Pops in India, strategic investments in South African converged services operator, Neotel, Sri Lanka and Nepal and, subject to fulfi llment of conditions precedent, a 50% ownership in China Enterprise Communications (CEC) providing full country VPN coverage in China. Servicing customers from its offi ces in over 80 cities in 40 countries, Tata Communications is the number one global international wholesale voice operator and number one provider of international long distance, enterprise data and Internet services in India, the Company was named

“Best Wholesale Carrier” at the World Communications Awards in 2006, “Best Pan-Asian Wholesale Provider” at the 2006 and 2007 Capacity Magazine Global Wholesale Telecommunications Awards and was awarded “Best Progress in Emerging Markets” at the 2008 Mobile Communication Awards. Tata Communications Limited is listed on the Bombay Stock Exchange and the National Stock Exchange of India and its ADRs are listed on the New York Stock Exchange. (NYSE: TCL) www.tatacommunications.com

Key Benefi ts

Manage RiskManage Risk

_ Maximize constrained resources _ Scale up/scale down to produce geographic mobility

Adapt to Growth Requirements

_ Faster time to new markets _ Scale up/scale down as needs shift _ Minimize technology acquisition costs

Control Costs

_ Predictable operating costs _ Use existing assets effi ciently _ Align resources away from infrastructure, IT and Telco support _ Shift from capital investment to on-demand delivery

Map Strategic Goals to Tactical Operations

_ Align asset distribution to traffi c patterns _ Enable accountability around business objectives _ Segment and prioritize customer segments _ Create consistent customer experience across channels

Key Features

_ Automatic Call Distribution (ACD)_ Interactive Voice Response (IVR)_ Predictive, preview and progressive dialers_ Campaign management and interaction history_ Multimedia recording and quality monitoring_ Workforce management _ Email response management_ Web chat and Web collaboration_ 24x7x365 support, administration and reporting

Global Hosted Contact Center SolutionsTake your customer experience farther

Our Hosted Contact Center Solutions leverage our secure IP MPLS network with extensive reach to major global contact center destinations. Our solutions are built on best-of-breed platforms, our deep industry experience and our broad base of integration partners.

Manage customer demands anywhere, any time. We offer highly fl exible, scalable and secure IP-based multimedia contact center services. Our solutions include network-based and multimedia contact center service offerings, with options to unify all communication channels, including voice, email, text, and Web.

Leverage Our Global Network

Our Hosted Contact Center Solutions integrate seamlessly with our global IP MPLS network. Enjoy increased fl exibility, unifi ed voice and data transport and decreased cost infrastructures by enabling an IP contact center. Flexible integration with both TDM and IP gives you the option to upgrade at your own pace.

Flexible Service Delivery

We host our contact center infrastructure and applications in our state-of-the-art data centers around the globe, with seamless access to our world-class IP MPLS network. Avoid the constraints of infl exible pricing models and initial capital investments with our on-demand pricing structure.

Our family of contact center services is comprised of fi ve fl exible offerings designed to support your specifi c needs.

Network Routing

Leverage intelligent network routing across your TDM or IP-based network – or both – to automate intelligent call distribution, including prompting, queuing and load balancing to improve your call center effi ciency.

Network IVR

Use your contact center resources more effi ciently with network-based call queuing and auto attendant. Speech recognition and database integration enable advanced, intelligent self-service.

On-Demand Call Center

Our On-Demand Call Center provides intelligent inbound call routing and queuing, automated outbound dialing and synchronized screen PoPs. We support your customer service objectives with customizable routing strategies, including skills-based routing, as well as intelligent queuing, remote agent support and call monitoring and recording. We host our call center infrastructure and applications within our network. The only premise equipment you need are agent PCs and phones.

On-Demand eCenter

Reach your customers across a variety of touch points, including Web, chat, email, mobile, and other service mediums. The On-Demand eCenter brings live customer data services to your Web site. Our eCenter routes and handles email and chat inquiries in real time, using the same workfl ow as voice calls.

On-Demand Contact Center

A complete multichannel contact center, On-Demand Contact Center delivers all the sophisticated features of both On-Demand Call Center and On-Demand eCenter, plus advanced tools including universal queuing and Web page push, in a single, seamless process. Leverage comprehensive reporting features to create a 360-degree view of contact center performance.

Improve customer service and satisfaction with automated scripts and interactive commands that put customer information front and center. Enable automation and virtualization to reduce queue hold times and provide round-the-clock support without incurring high SG&A costs.

With reach to major global contact center destinations, including India and Philippines, our complete suite of hosted contact center solutions helps you fl exibly adapt, extend and scale your full range of customer touch points to meet evolving business requirements.

Manage growing complexity and pressure to create a better customer experience, while optimizing control and visibility at reduced capital expense. Tata Communications’ Hosted Contact Center services offer a highly adaptive and cost-effective solution to complement your existing call center infrastructure, while increasing customer responsiveness, supporting agents anywhere and providing unifi ed global management and distribution.

Use your contact center resources more effi ciently