Based on its recent analysis of the global telecommunications digital transformation industry, Frost & Sullivan recognizes Tata Communications Transformation Services (TCTS) with the 2021 Customer Value Leadership Award for its innovative digital business transformation solutions. TCTS provides leading managed network operations, business transformation, consultancy, and network outsourcing services to communications service providers (CSPs). TCTS business transformation solutions provide resilient business operations through agile delivery; superior customer service; and consultation-led next-gen networks, field services, and business transformation solutions.
TCTS’ agile delivery model ensures business operation continuity for existing customers and its proven transition methodology has allowed the company to onboard and service new customers seamlessly even under tough circumstances, such as the COVID-19 pandemic. The company’s account-specific initiatives are a testament to TCTS’ customer-first approach. TCTS’ expertise across various telecommunication technologies and processes enables operational excellence and enhanced customer experience resulting in a top quartile NPS. The company consistently enriches its product portfolio to help CSPs handle changing market needs through customizable, agile, and scalable implementations. With renewed focus and investment in automation platforms, TCTS enables customers to automate networks and eradicate operational inefficiencies.
Vikrant Gandhi, Vice President at Frost & Sullivan, explains that “TCTS leverages its deep telecom lineage as well as experience from global operations and best practices in network management, agile service delivery, cloud-enabled governance, and digital collaboration tools to deliver high-quality services with an improved service-level agreement (SLA)/key performance indicators (KPIs) and productivity.”
TCTS facilitates intelligent service assurance, expedited and agile order management, and continuous service improvement programs to deliver consistent and accurate delivery, thus enhancing CSPs’ network performance, including customer service experience and lifetime value. Delivery transformation, customer engagement, and robust governance sustain revenue growth. TCTS has demonstrated high commitment to performance and strong KPI and SLA levels despite covid related challenges and nearly a 100% shift to work from home during the pandemic. TCTS drives various innovation themes that encourage employees to demonstrate a solution led approach addressing customers’ business challenges. The company consistently measures employees’ customer focus and collaborates with customers to develop learning programs that meet customers’ specific goals.
According to Gandhi, “TCTS emerges as the leading provider in the global telecommunications digital transformation industry by delivering proven, holistic solutions that enable operational efficiency, cost reduction, and revenue generation for all carrier process lifecycle stages. The company helps CSPs achieve specific outcomes and improve business performance, which has allowed it to become the preferred digital transformation provider for CSPs with a strong reputation for service delivery excellence.”
Strong focus on financial fitness through customer intimacy, delivery transformation, and robust governance are the key pillars of TCTS’ effective growth strategy. The company offers various products and services based on next-gen technologies, including AI/ML, 5G, and edge computing, with cost-effective models to help global CSPs manage the ever-changing connectivity needs of intelligent endpoints. TCTS’ strong SLA performance has been acknowledged and appreciated by global clients that expect nothing but the best from their strategic digital transformation solution providers. As a result, TCTS has earned the 2021 Customer Value Leadership Award in the global telecommunications digital transformation industry for its general strong performance.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company’s unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
Frost & Sullivan Best Practices Awards recognize companies in various regional and global markets for superior performance and outstanding achievement in customer service, technological innovation, leadership, and strategic product development, among other areas. Industry analysts use analyses, in-depth interviews, and extensive secondary research to measure performance and compare market participants to identify best industry practices.