Awards and Analyst Recognition
COVID-19 Amplifies the Urgency for a Data-Driven Experience
“To deliver highly differentiated and personalized customer experiences, businesses need an accelerated, data-driven approach to understanding and anticipating customer behaviors, preferences and goals in real time. TCS’s Customer Intelligence & Insights (CI&I) customer analytics software enables businesses to deliver hyper-personalized, connected experiences at every point along the customers’ digital/physical journeys – to banking, retail and communications service provider customers. Amid COVID-19, these capabilities take on greater importance because customer safety has become a key pillar of the customer experience. Since ‘Safety is new CX,’ TCS is offering ready-to-use analytics solutions to help companies make it safe for returning employees, manage enterprise risk and deliver safety as part of customer experience.”
Source: 451 Research – COVID-19 Amplifies the Urgency for a Data-Driven Experience, Sheryl Kingstone – Research Vice President & General Manager
“Tata Consultancy Services has announced the launch of IUX for Workplace Resilience, a business command center solution that helps enterprises make it safe for employees returning to work amid COVID-19 and for customers doing business with them.
COVID-19 has redefined the dimensions of enterprise risk, making traditional business continuity and recovery solutions incapable of tackling a host of new persistent and multifaceted challenges. Moreover, reopening businesses must follow strict mandates that go beyond personal protective equipment and social distancing.
IUX for Workplace Resilience helps overcome these by blending risk management with key business relaunch functions spanning workforce safety, regulatory support, operational resilience, and customer engagement. Designed for business leaders at banks, retailers, corporate offices and campuses emerging from the lockdown, the cloud-based solution helps organizations protect employees and customers, comply with evolving government regulations, and make operations more resilient despite ongoing disruption.
The software lets businesses monitor infection risk at locations and take immediate action, recording compliance. It enables contact tracing with proximity data from devices, such as mobile phones and badge scanners. Combined with images and video, these insights can help firms maintain optimal in-house and remote staff levels or suggest ways to move about to maintain social distancing. Businesses can also monitor employee and customer sentiment and conduct risk profiling to gauge impacts to income and supply chains.
Using analytics, a business manager at a retailer could forecast cash flow based on predictions of payments and receivables against current and predicted scenarios throughout the pandemic. In financial services, a bank manager could profile risk at specific branches by running what-if analyses based on infection rates, workforce impact and client relationships.
This offering is powered by TCS’ Intelligent Urban Exchange big data and IoT analytics platform and can ingest and apply real-time analytics to any form of information – from health and employee records to video, HR, supply chain and operations data. The software uses artificial intelligence to spot correlations, uncover insights, make predictions, and offer recommendations for making business more resilient, displaying them as visualizations on a business command dashboard.”
Source: ARC Advisory – TCS Debuts AI-Powered Software to Help Businesses Overcome Reopening Challenges of COVID-19, July 2, 2020
Source: Gartner Inc., Magic Quadrant for Data and Analytics Service Providers, Jorgen Heizenberg, Twiggy Lo, Ehtisham Zaidi, Shubhangi Vashisth, Gareth Herschel, Gartner, February 10, 2020
“TCS’ AI-powered Customer Intelligence & Insights software automatically discovers consumer personas hidden in a variety of customer interaction data across channels. This provides opportunities for brands to engage a consumer in the right context and in real-time so that they’re aligned with the individual’s shopping goals and intent.”
“The Connected Intelligence Platform is a scalable insights platform that is pre-integrated with unified big-data management, real-time stream processing, a predictive scoring engine, AI/ML engines, and data visualization capabilities. It can fulfill multiple customer needs from data lakes, data warehouse, data wrangling and advanced analytic modeling. The capabilities are packaged in a low-code development platform for businesses to build insight use cases, with a minimal skillset needed on the underlying technologies”
“Businesses need to not only capture and unify disparate sources of consumer data, but effectively contextualize and operationalize information to push critical insights across channels and the differing organizational stakeholder groups that have a hand in shaping the consumer journey…the Connected Intelligence Platform seeks to achieve this, aggregating and synthesizing multiple streams of customer data, gleaning insights with the help of machine learning to deliver a relevant, personalized experience across channels”
“The empowered consumer is increasingly demanding greater power over the interactions they have with enterprises, putting pressure on businesses to rethink their consumer engagement models…TCS’ Connected Intelligence Platform provides an analytic architecture that blends disparate data sources to deliver contextually relevant experiences,”
“The Connected Intelligence Platform is a scalable insights platform…that can fulfill multiple customer needs from data lakes, data warehouse, data wrangling and advanced analytic modeling”
“Data remains a core battleground for winning the unified customer experience…TCS’ Connected Intelligence Platform provides an analytic architecture that blends disparate data sources to deliver contextually relevant experiences“
“Digital Software & Solutions (DS&S) is a pure-play software group considered a Strategic Growth Business within Tata Consultancy Services (TCS), with TCS Customer Intelligence & Insights (CI&I) comprising a subset of the wider DS&S Group’s portfolio of products. It is designed to help enterprises identify and create differentiated customer experiences using its platform, and is specifically focused on small and midsized retailers, banks and communication service providers.”
Source: 451 Research – TCS Connected Intelligence Platform provides data foundation as strategic component to its product portfolio, Jan 2020, Sheryl Kingstone – Research Vice President & General Manager –
ARC Advisory: TCS Enhances Smart City Solution to Help Urban Leaders Deliver Better Citizen Experiences – Nov 2019
“Designed to help urban leaders identify, view and analyze city-wide events in real time for better decision-making, the solution integrates diverse municipal event data and external sources, such as video, and displays them as geospatial visualizations on an Integrated City Operational Dashboard. It can be deployed in as quickly as 10 to 12 weeks.
The IUX City Command Center is designed to help urban leaders embrace a citizen-centric approach to smart cities. To enable smarter decision making it provides a holistic view and understanding of event data feeds, captured by sensors in urban infrastructure, that are associated with city departments such as traffic, water and the environment.
Powered by advanced analytics, the solution allows mayors, city managers, public safety officials and other leaders to proactively respond to escalating events by spotting hidden correlations among data displayed on the same screen, often for the first time. It automatically identifies events that affect city life, such as infrastructure failures, traffic accidents, extreme weather or other emergencies, and then guides city leaders through the most appropriate actions and procedures to resolve them.
For example, a city manager could spot the cascading effects of a water main break on bus routes and take proactive steps to reroute buses or alert passengers who use a city app. Through partnerships, local businesses could use the same insights to notify shoppers to visit their stores in unaffected areas.
Integrated urban insights from the IUX City Command Center can be shared with a variety of parties to enhance city life and economic prosperity — from urban planners and local merchants to nonprofit organizations, systems integrators, civic developers and sustainability experts. The solution features an open source technology foundation, open APIs, and a developer kit with a low-code environment to encourage partners and organizations to build their own smart city applications in collaboration with citizens and community groups.”
Source: ARC Advisory – TCS Enhances Smart City Solution to Help Urban Leaders Deliver Better Citizen Experiences, Nov 2019, by Ralph Rio
“The Channel Innovation Awards recognize channel players across North America, which are at the forefront of innovation and are galvanizing the channel to advance into new opportunities and growth. TCS received the Big Data and Analytics Innovation Award for its Intelligent Urban Exchange City Command Center software.”
Forrester: Smart City Platforms Enable The Insights-Driven City
“TCS’s Intelligent Urban Exchange enables integration with both proprietary and partner components, giving cities the flexibility to develop custom solutions or use their own selected vendors for specific functions.”
Source: Forrester Smart City Platforms Enable The Insights-Driven City, December 3, 2018, Jennifer Belissent, PhD, Michele Pelino
Improve omni-channel customer experiences with TCS’ Customer Intelligence Platform
“For industries that target consumers, it’s not enough to orchestrate the end customer’s journey across multiple channels, platforms and devices. To resonate with consumers, they must connect with a company’s multiple partner ecosystems. TCS’ Customer Intelligence Platform can help companies improve omni-channel customer experiences by integrating diverse sources of data from the Internet of Things, customer records, brick-and-mortar locations and unstructured data with partner ecosystems that represent new sources of consumer value.“
Source: EnsembleIQ Research Solutions (Formerly EKN Research) Sahir Anand, Managing VP, Research & Strategy, 3/23/2018