Tata Interactive’s (TIS) Process Guidance Tools Help Reduce Average Handling Time and Improve Customer Experience

MUMBAI - TIS’ Electronic Performance Support Systems (EPSS) Aim to Accelerate Time-to-Competence and Implement Standard Knowledge Systems Across Organizations

Global leader in learning solutions, Tata Interactive Systems offers Electronic Performance Support Systems that enable organizations to improve processes, set organization-wide standards, and in-turn generate greater productivity from the customer-facing networks.

In any customer-facing or contact center environment, TIS EPSS facilitates prompt decision making by proactively generating the most pertinent information and responses; thereby reducing the average handling time (AHT) and enhancing the customer’s experience.

According to Saurabh Mittal, Head - EPSS at Tata Interactive Systems, “The customer service executives are always looking to internalize multiple channels of information; be it product guidance, myriad features, or even rules and regulations. With our process guidance solutions, all this information can be made accessible to any user, in real-time, at the moment of need.”

TIS EPSS goes even further; employing human-factor engineering and a high level of compatibility with content management systems it can be easily integrated with third party applications already existing in the organization’s networks.

The EPSS offers tools such as process maps which help eliminate inconsistencies in decision making, encyclopedias that offer quick and authoritative reference material, and calculators for rapid and accurate claims calculations.

(c) 2009 Tata Interactive Systems

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About Tata Interactive Systems (TIS)

Tata Interactive Systems (TIS), a global leader in learning solutions, is a part of the $70bn Tata Group. Truly international, TIS has a presence across the US, Canada, the UK, mainland Europe, Australia, New Zealand, the Middle East, and India. TIS offers corporations, universities, schools, publishers and government institutions a diversified and innovative bouquet of learning and training solutions including Simulation-based Learning Objects (SimBLs(R)), Story-based Learning Objects (StoBLs), courseware and curriculum design, special-needs education, CyberTest Assessment Engine, electronic performance support systems (EPSS), Learning Planet(TM) LCMS, ManTra(TM) LMS, virtual classrooms, mobile learning, Serious Games, and 3D animation along with other corporate training and consultancy services. Our multi-disciplinary expertise and 19 years’ experience across domains help us design e-learning programs that are unique to clients’ requirements and specifically crafted to boost knowledge retention and application.

TIS is the only e-learning organization in the world to be assessed at Level 5 in both the SEI-CMM and P-CMM frameworks. TIS’ quest for excellence is reflected in numerous prestigious industry awards, including a Performance Centered Design Award, an ASTD Award, IT Training Awards, Brandon Hall Excellence in Learning Awards, APEX Awards of Excellence, BETT Awards, and Business World-NID Design Excellence awards.

For more information log on to www.tatainteractive.com

Further information from: Sonal Chhaya Tata Interactive Systems +91-22-6643-8000 Sonal_c@tatainteractive.com Tata Interactive Systems 4th Floor Leela Business Park, Andheri East, Mumbai 400 059, INDIA Tel: +91-22-6643-8000; Fax: +91-22-6643-8800; Web: www.tatainteractive.com

Source: Tata Interactive Systems

Further information from: Sonal Chhaya, Tata Interactive Systems, +91-22-6643-8000, Sonal_c at tatainteractive.com; Tata Interactive Systems, 4th Floor Leela Business Park, Andheri East, Mumbai 400 059, INDIA, Tel: +91-22-6643-8000; Fax: +91-22-6643-8800