Partners with Genesys(R) to further transform customer engagement

Tata Communications, a global digital ecosystem enabler, today enhances its 
InstaCC(TM) platform with digital features to transform customer engagement of 
enterprises. It stitches a secure, connected digital fabric that allows global 
enterprises and end users to connect across varied channels ranging from social 
media to web browsers to mobile applications and company websites. This allows 
global enterprises to engage with customers in an intelligent, seamless and 
user-friendly way, across their preferred channel.  The InstaCC(TM) platform, 
an omnichannel Contact Centre as a Service (CCaaS), strengthens Tata 
Communications position as a global end-to-end digital customer experience (CX) 
orchestrator.

As part of its global CCaaS strategy, Tata Communications InstaCC(TM) platform 
enables businesses to seamlessly grow beyond geographies adhering to 
international regulatory compliance.  Furthermore, Tata Communications and 
Genesys(R), a global cloud leader in customer experience orchestration, are 
joining hands to widen the InstaCC(TM) portfolio by providing an enhanced CX 
offering. This partnership enables enterprises to harness the power of cloud, 
digital and AI technologies for proactive, predictive and personalized customer 
engagement through Genesys Cloud CX(TM), an all-in-one, composable CCaaS and 
employee experience solution.

The enhanced Tata Communications InstaCC(TM) platform in partnership with 
Genesys is equipped with tools that boost productivity of contact centre agents 
such as workforce management solutions, call recording and knowledge-based 
integration of interactions.

"Customer excellence and customer delight are critical growth factors for 
global enterprises in today's ultracompetitive and hyperconnected business 
environment," said Mysore Madhusudhan, Executive Vice President of 
Collaboration and Connected Solutions at Tata Communications. "Together with 
Genesys and our combined expertise over decades in the contact centre market, 
we are now redefining global customer engagement, bringing personalised and 
intelligent ways for enterprises to interact and engage with their users."

"In the experience economy, building trust and loyalty requires organizations 
to transform into digital engagement powerhouses so they deliver effortless, 
connected experiences across all the channels consumers use today," said ML 
Maco, EVP, Global Sales and Field Operations, Genesys. "Our partnership with 
Tata Communications is grounded in our shared vision to enable global 
enterprises with cloud-first and AI-enabled solutions that allow them to 
orchestrate people-centred customer and employee experiences at scale."

The increased adoption of cloud, automation and AI is bringing intelligent and 
efficient customer-enterprise interactions. Gartner(R) projects that by 2031, 
conversational AI chatbots and virtual assistants will handle 30% of 
interactions that would have otherwise been handled by a human agent, up from 
2% in 2022.

Know more about Tata Communications InstaCC(TM) platform, and the partnership 
between Tata Communications and Genesys(R).

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences 
for organisations in more than 100 countries. Through the power of our cloud, 
digital and AI technologies, organisations can realise Experience as a 
ServiceSM, our vision for empathetic customer experiences at scale. With 
Genesys, organisations have the power to deliver proactive, predictive, and 
hyper personalised experiences to deepen their customer connection across every 
marketing, sales, and service moment on any channel, while also improving 
employee productivity and engagement. By transforming back-office technology to 
a modern revenue velocity engine Genesys enables true intimacy at scale to 
foster customer trust and loyalty. Visit www.genesys.com/en-sg.

(C)2022 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud 
CX, Genesys Multicloud CX, Genesys DX and Experience as a Service are 
trademarks, service marks and/or registered trademarks of Genesys. All other 
company names and logos may be registered trademarks or trademarks of their 
respective companies.

About Tata Communications

A part of the Tata Group, Tata Communications (NSE: TATACOMM; BSE: 500483) is a 
global digital ecosystem enabler powering today's fast-growing digital economy 
in more than 190 countries and territories. Leading with trust, it enables 
digital transformation of enterprises globally with collaboration and connected 
solutions, core and next gen connectivity, cloud hosting and security solutions 
and media services. 300 of the Fortune 500 companies are its customers and the 
company connects businesses to 80% of the world's cloud giants. For more 
information, please visit www.tatacommunications.com 

2022 Gartner, Market Trend: Conversational AI for Agent Automation Delivers an 
Efficient Customer Contact Center Experience

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its 
affiliates in the U.S. and internationally and is used herein with permission. 
All rights reserved.

Forward-looking and cautionary statements

Certain words and statements in this release concerning Tata Communications and 
its prospects, and other statements, including those relating to Tata 
Communications' expected financial position, business strategy, the future 
development of Tata Communications' operations, and the general economy in 
India, are forward-looking statements. Such statements involve known and 
unknown risks, uncertainties and other factors, including financial, regulatory 
and environmental, as well as those relating to industry growth and trend 
projections, which may cause actual results, performance or achievements of 
Tata Communications, or industry results, to differ materially from those 
expressed or implied by such forward-looking statements. The important factors 
that could cause actual results, performance or achievements to differ 
materially from such forward-looking statements include, among others, failure 
to increase the volume of traffic on Tata Communications' network; failure to 
develop new products and services that meet customer demands and generate 
acceptable margins; failure to successfully complete commercial testing of new 
technology and information systems to support new products and services, 
including voice transmission services; failure to stabilize or reduce the rate 
of price compression on certain of the company's communications services; 
failure to integrate strategic acquisitions and changes in government policies 
or regulations of India and, in particular, changes relating to the 
administration of Tata Communications' industry; and, in general, the economic, 
business and credit conditions in India. Additional factors that could cause 
actual results, performance or achievements to differ materially from such 
forward-looking statements, many of which are not in Tata Communications' 
control, include, but are not limited to, those risk factors discussed in Tata 
Communications Limited's Annual Reports. 

The Annual Reports of Tata Communications Limited are available at 
www.tatacommunications.com. Tata Communications is under no obligation to, and 
expressly disclaims any obligation to, update or alter its forward-looking 
statements.

(C) 2022 Tata Communications Ltd. All rights reserved.

TATA COMMUNICATIONS and TATA are trademarks or registered trademarks of Tata 
Sons Private Limited in India and certain countries.

SOURCE: Tata Communications