Customer expectations continue to evolve as products and services expand across apps, platforms, and connected ecosystems. Brands need a digital customer experience strategy and operations that can adapt quickly while maintaining consistency across every interaction.
Outsourcing customer service and support enables companies to scale capacity while maintaining quality, speed, and personalization. With the right operating model, businesses can deliver a consistent omnichannel customer journey while adapting to new products, markets, and expectations.
TDCX orchestrates human expertise and intelligent CX capabilities across every stage of the customer lifecycle to strengthen revenue optimization and lifetime value:
- Consistent omnichannel support: Empower customers to experience the same level of service across voice, chat, email, social media, and in-app channels, reducing friction and creating a seamless journey.
- Faster resolution at scale: Modernize the CX stack to resolve issues more quickly, which helps reduce customer effort and improve satisfaction.
- AI-powered customer analytics consulting: Harness the power of data and voice of the customer to anticipate need, identify emerging issues early, reduce churn risk, and uncover opportunities to strengthen long-term lifetime value.
- Operational flexibility: Expand capacity for product launches, seasonal spikes, and new market expansion without disrupting the experience.
- Human-AI collaboration: Accelerate routine interactions with CX automation technologies as well as AI, generative AI (GenAI), and agentive AI while human frontline support specialists focus on complex cases that require empathy, judgment, and deeper problem-solving.
Our BPO customer service delivers unified, seamless experiences across digital and voice channels.
Channels supported:
- Voice
- Live chat
- Social media
- In-app support and messaging apps
- AI chatbots and knowledge bases
- Web-based and self-service portals
- Contact center as a service
Outcomes and impact:
- Seamless cross-channel handoffs that enable agents to address issues more efficiently
- Improved first-contact resolution through unified customer data and interaction history
- Channel continuity that allows customers to move between channels without repeating information or restarting conversations
- Standardized workflows that enable consistent support across regions and channels
- Connected service experiences that strengthen customer satisfaction and long-term relationships
TED, our agentive AI- and GenAI-powered agent assist tool, enabled the frontline support team of one of the world’s largest travel companies to achieve a 39% increase in productivity and resolve 33% more customer issues.
Speak your customers’ language — literally and culturally — with agile support across regions, enhanced by AI and GenAI for CX, including translation, transcription, and sentiment analysis.
Capabilities:
- 24/7 support for multiple geographies
- More than 20,000 CX experts supporting over 50 languages
- Agile talent matching
- Culturally aligned agent experience via FLASH Hire
Outcomes and impact:
- Localized experiences that improve engagement and satisfaction in regional markets
- Stronger trust and brand affinity through culturally aligned interactions
- Expanded global reach, enabling businesses to support customers across new markets and time zones
- Reduced language barriers that allow customers to resolve issues more quickly in their preferred language
PeopleQX, TDCX’s QA management platform that uses GenAI for CX, achieved 99.5% transcription and translation accuracy for a global consumer electronics leader, enabling a 22x increase in QA evaluations and driving measurable improvements in agent service quality.
Simplify complexity through intelligent automation, ensuring speed, personalization, and continuous improvement.
Capabilities:
- Conversational AI for customer interactions
- GenAI-powered agent assist tools
- Intelligent routing, triage, and handover
- Sentiment and voice-of-customer (VoC) intelligence
Outcomes and impact:
- Faster response and resolution times, reducing customer wait times and service effort
- More consistent service delivery through AI-guided responses and workflows
- Improved agent productivity that enable frontline support teams to handle higher volumes of inquiries
- Earlier detection of customer issues and continuous improvement in CX performance, powered by data
TDCX’s GenAI-powered voice-of-the-customer solution transcribed and transformed more than 15,000 analogue calls into actionable insights, saving over 10 days of manual analysis each month and enabling the agency to improve its citizen experience.
