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GET PRODUCTIVE. GET EFFICIENT. GET AHEAD.TRANSFORM DIGITALLY FOR BETTER COLLABORATION AND DATA ACCESS

www.tatacommunications.com

DO MORE WITH DIGITALIn today’s world, all the information we could ever need is accessible within a swipe, tap or click.

1Deloitte CIO survey, page 16. | 2MIT, Capgemini. | 3INNOSIGHT/Richard N Foster/Standard & Poor’s. | NEXT PAGE >

We can do everything from firing up a playlist

to warming up our home by voice command.

It’s no wonder expectations are changing.

Today, your customers enjoy rich, seamless experiences throughout their daily lives. They want the same from your business. They demand it across the device and channel of their choosing, in any place, at any time. They’re more empowered than ever. And it’s your job to satisfy them.

It’s not just consumers who are counting on you, either. Over 60 percent of employees expect IT to improve business processes, reduce cost and drive efficiency.1

The question is, how can you meet all these needs… fast?

The answer lies in digital transformation.

Digital transformation is already a hot boardroom topic. In fact, nearly a third of senior executives rate it as “a matter of survival”.2 The proof: 52 percent of companies that were on the Fortune 500 in 2000 are no longer in operation.3

The advance of technology is forcing organisations like yours to adapt. Perhaps you’ve already begun to do so, or maybe you’re at the beginning of your journey. Either way, you must evolve to simply get by, and do so effectively to thrive.

It might sound like a frightening prospect, but the truth is, digital is also opening doors to new and exciting opportunities and means of differentiation.

Now is your chance to improve agility and responsiveness, scale as quickly as your business demands, and improve your company’s IT security and compliance.

Plus, with emerging innovations like artificial intelligence, virtual reality and augmented reality, this is your time to get ahead and highlight your true value.

Are you ready?

PREPARE TO TRANSFORM

< HOME | PREVIOUS PAGE | NEXT PAGE >4Gartner CIO agenda, page 7. | 5Ibid. | 6https://www.mendix.com/what-does-bimodal-it-mean/. | 7Gartner CIO agenda, page 8. | 8Deloitte CIO survey, page 14.

“I think being a strong change leader is one of the key attributes of any CIO.”

STEVE BETTS, SENIOR VICE PRESIDENT AND CIO, HEALTH CARE SERVICE CORPORATION8

of top performers work using the bimodal technique, compared to just 17 percent of trailing performers. Those that implement it are more likely to report innovation as a result7

68%1

2

3

4

Research shows that CIOs are certainly ready for digital transformation.

According to leading analyst firm Deloitte, 75 percent of CIOs share seven key traits:

Adapting easily to new environments

Focusing on objective rather than emotion when working with others

Adopting technology early

Taking charge

Thinking “big picture”

Tolerating confrontation

Tolerating risk

They are also more technical, visual and competitive, and less risk-averse, than their peers.

These qualities show that CIOs are the perfect people to drive digital transformation.

To transform digitally, you’ll first need to ensure your business is as prepared as you are, by:

Aiming for interoperability

Investigate a range of core and evolving technologies, and select a combination of these that will work well together – such as analytics solutions, cloud services, digital market management tools and security software.

Building your core

Consider strengthening your technology core by both developing digital solutions in-house (on average, top performers expect to do so 40 percent of the time)4 and trusting start-ups and emerging providers. 45 percent of trailing performers ignore this “new blood of business”.5

Mastering bimodal innovation

Embrace bimodal IT: implementing two development methods and running these concurrently. The first should comprise projects related to core system maintenance, stability or efficiency, and the second should encompass projects that help differentiate the business. Allocate the appropriate resources to each to power faster innovation.6

Setting business priorities

Focus on supporting business initiatives and growth, engaging stakeholders and seeking out value instead of simply optimising IT costs; survey results show that top-performing CIOs echo their CEOs’ priorities.

90%

81%

81%

78%

76%

75%

75%

HOW DIGITAL TRANSFORMATION CAN BOOST YOUR PRODUCTIVITY AND EFFICIENCY

Though digital transformation has the potential to revolutionise your entire business, one key area it can improve is your productivity and efficiency.

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Supercharged sales enablement

Using a digital sales-enablement system like Salesforce, you can take advantage of automated journey planning, easily accessible sales history information, and granular performance reports.

Easier data management

By managing your data in the cloud as a service, you can improve security, efficiency and mobility.

One Fortune 500 company did just that, and was able to increase productivity and deliver better customer services as a result.

More flexible cloud collaboration

The cloud has allowed employees in businesses like yours to work better together.

For example, a Fortune 500 company introduced social-media tools that connected 380,000 staff in 2,000 locations, while another implemented unified communications and collaboration (UCC) solutions that led to an improvement in productivity and service levels.

Improved onboarding

Digitise your HR processes and customer onboarding, and you’ll unlock further efficiencies.

GE’s performance-development tool stores feedback, allowing for coaching and richer development discussions. It’s even eliminated the need for annual review forms and ratings.

Your trusted partner

To truly make the most of digital, you need a trusted partner who can guide and support you on your journey.

Work with Tata Communications, and you’ll be able to:

• Empower your users to stay connected and productive, regardless of their location or choice of device.

• Provide ubiquitous access to your data and applications.

Helping DRVR to MOVE smarterHaulage firms and delivery companies are under increasing pressure to deliver goods on time and to budget.

DRVR is a smart driving service that enables these organisations to do just that, using innovative technology called telematics. Telematics monitors key metrics, tracks vehicles, improves driver efficiency through gamification, and offers real-time updates to improve the customer experience.

The business’s ultimate aim is to connect the transport networks of Asia and become the region’s leading internet of things (IoT) analytics platform. And it enlisted Tata Communications to help.

We implemented MOVE, an IoT Connect service that:

• Optimises the road worthiness and asset life of vehicles by proactively monitoring and maintaining vehicles, in turn reducing the average cost per mile.

• Uses sensors to monitor fuel consumption, engine alarms, brake wear, tyre wear, load weight, speed, tyre pressure, cargo temperature and humidity.

• Combines deceleration, braking, and airbag sensors to detect accidents and automatically alert emergency services and fleet managers.

INSTIL A CULTURE OF COLLABORATIONNow, let’s explore the challenges you face when driving collaboration between your users and your systems – and how we can help.

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Cost management

No doubt controlling finances is one of your main concerns, and revenue can leak out from many areas – from expensive platform licences and a costly infrastructure to training, migration, deployment and operational expenditure.

You might not even be aware of some of these costs.

Tata Communications offers cloud-based services that can help you avoid CapEx and reduce the amount you spend on operation and usage. What’s more, we can drive you to get the most value out of your existing investments and infrastructure.

Dated solutions

It can seem impossible to keep up with the pace of change, integrate your systems, stay secure and have control of your environment with a dated infrastructure; even more so if it’s difficult to upgrade, or not viable within your budget.

We understand that for various reasons, including a need to comply with regulations, you can’t simply move away from your legacy implementations. However, we can make the process easier and more affordable with our modular approach, which negates the need for you to rip and replace your unified communications (UC) systems.

Our infrastructure is agile and simple, so you can deploy your resources more efficiently, and we support new collaboration endpoints across all devices, allowing your systems to work better together.

Sub-optimal service levels

Do your service providers fail to take responsibility when performance degrades? Do you face unpredictable performance across regions? Do you lack security and control?

If so, you need a vendor that offers an integrated experience and customised service level agreements (SLAs); a vendor. That operates across the globe and can resolve issues fast. We tick those boxes, and more.

INSTIL A CULTURE OF COLLABORATION CONTINUED

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Complexity of expansion

You need to deliver consistent support, productivity-enhancing features and a uniform experience across regions. And you need to do it swiftly, while complying with stringent regulations.

We empower your IT and administrative teams to better manage and govern the quality of service of users operating in multiple geographies, and using a variety of devices.

To help you meet your compliance needs, we’ve invested in technology that helps you access and process data relevant to your business – for example, passing Caller Line Identification (CLIs) and Call Detail Records (CDRs).

Vendor selection

Many companies like yours are bound to a specific UC solution that no longer meets their business’s needs, or are being forced to deploy solutions in the cloud when this isn’t viable for them yet.

Our modular, interoperable solutions can be adopted in steps.

What’s more, our experienced specialists are able to help you combine these to fit your unique requirements; migrate your existing accounts without the need to make significant changes; and provide a fully hosted and managed offering.

That means you get maximum choice and flexibility, minimal downtime, and the level of control you want.

Enabling more interactive experiences across many industries

A leading manufacturing and construction company wanted to transform digitally and improve the image of its business, which was traditionally known for manufacturing and construction.

Its main aim was to provide better, more interactive conferencing facilities to its employees.

In just four months, we delivered an end-to-end audio, video and web-conferencing solution that integrated with its existing legacy architecture – using a combination of leading services, complete with all the necessary licences.

INSTIL A CULTURE OF COLLABORATION CONTINUED

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This empowered the organisation to:

• Cut costs by 28 percent over a five-year period.

• Achieve PSTN rates that were 30 percent lower than a competitor’s solution.

• Reduce the pressure on IT staff to resolve daily issues and handle multiple service providers.

• Increase productivity and collaboration by providing more than 20,000 employees with individual licences.

Meanwhile, Dr. Reddy’s Laboratories – a multinational pharmaceutical company – needed real-time connectivity and data availability to track its manufacturing and logistics processes and comply with strict regulations.

It faced challenges with real-time data availability, a lack of end-to-end control, low interoperability between local sites, and difficulties collaborating internally and externally.

We implemented a global solution across 31 of the organisation’s locations around the world, offering dedicated bandwidth for voice, systems applications and products (SAP) and telepresence; unified communications services; and managed firewall services, as well as offering connectivity to the Office 365 cloud.

As a result, the company was able to:

• Improve bandwidth by 5x, providing users with fast access to central applications.

• Reduce travel costs to boost user productivity.

• Cut its IT team’s size by 70 percent, achieving improved IT productivity.

• Lower international calling costs.

• Enhance IT security, protecting sensitive data against cyber threats.

Similarly, we’ve helped other organisations to reduce travel time and cost, improve productivity, boost customer engagement, and increase the security, reliability and quality of their service.

This includes:

• Quadmark, which can now collaborate across different devices and time zones, reducing travel time by 20 percent and improving productivity by 40 percent.

• BATA, which enjoys seamless collaboration between all its facilities. The company has cut travel costs by 40 percent in its first year of working with Tata Communications, saving US$300,000 and achieving 400 percent return on investment.

IMPROVE DATA ACCESS TO CONNECT YOUR SYSTEMS AND CUT COSTS

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Lack of interoperability

It’s a fact that you can’t deliver consistent performance and security to all employees with a legacy infrastructure, disintegrated platforms and multiple vendors in various regions.

However, with our modular and globally connected infrastructure, you can have confidence that all your systems will work seamlessly together; you can deploy new technology as and when it’s needed; and you can take advantage of an ecosystem of cloud resources and providers through both internet and private connections.

Cost management

Storing, managing and ensuring global access to data – securely and affordably – can be a challenge.

Our software-defined architecture helps to control costs as you add more applications and access locations.

We can also help you to better control the cost of employee roaming, and global IoT deployment and usage, for added peace of mind.

Omni-channel user experience

You know that your customers expect a seamless, pervasive experience across every device and every platform – in every country. You also know how frustrated they become when receiving unpredictable or disconnected service.

Remove that frustration and become more productive than ever with our feature-rich, integrated and scalable customer experience (CX) suite, which encompasses voice, video, chat, Web real-time communications (WebRTC), co-browsing, email and more. It’s built on our global network and infrastructure, and guaranteed with unified SLAs.

We can also enable you to provide all your stakeholders and customers with improved access to data, helping you to get past the following common issues:

IMPROVE DATA ACCESS TO CONNECT YOUR SYSTEMS AND CUT COSTS CONTINUED

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Allowing Aegis to connect, cut costs and comply

Aegis delivers critical customer-experience management services and tools for more than 150 clients across the globe. To meet strict compliance requirements, it’s required to keep critical contact-centre voice recordings for as long as seven years.

The company was facing time-consuming management, high costs and uncertain delivery timelines caused by:

• A decentralised in-house infrastructure, comprising 10 different platforms.

• No guarantee of the data availability required to meet SLAs.

• Expensive purchasing and support solutions for back-end applications.

Aegis chose Tata Communications to help drive improvement in these areas. With our help, it was able to transform in just eight weeks.

We put in place IZO cloud storage, virtual firewalls, point-to-point internet connectivity and a Common Internet File System (CIFS). Our managed services team, made up of 300 IT professionals, offers 24/7/365 support.

As a result, the company has been able to:

• Improve staff productivity.

• Reduce CapEx by an estimated 60 percent over a five-year period.

• Achieve significant cost savings with pay-as-you-go billing.

• Save 99 percent of its time against its previous solution, with flexible, on-demand capacity.

• Achieve storage-environment availability of 99.999 percent.

WHY PARTNER WITH TATA COMMUNICATIONS FOR DIGITAL TRANSFORMATION?Creating a truly unified collaboration environment can be complex, and needs to be underpinned by solid infrastructure and mobility.

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At Tata Communications, our approach is centred around understanding the current footprint of your communications estate and building a phased roll-out of new tools and technologies – while minimising disruption and leveraging cost savings along the journey.

Cost efficient

Tata Communications uses the power of the cloud to prepare you for the future while reducing total cost of ownership (TCO). We enable you to offload non-critical traffic to the internet, with local breakouts, and make the most of aggregated mobile network operator (MNO) roaming agreements to reduce roaming costs.

Modular approach

With discrete modules that combine for tailored solutions and phased strategy execution, you’ll be able to get the technology you need, flexibly. What’s more, we’re vendor-agnostic – and certified by Microsoft SfB and Cisco, who cover 90 percent of the market – so you can enjoy the very best of what’s out there.

Connected infrastructure

Our modular approach is complemented by our connectivity. Our feature-rich customer experience suite and service platforms ride on a network that spans the globe, for the ultimate integrated and scalable experience.

Global reach

We have expansive coverage through IZO internet wide area network (WAN) and IZO Hybrid WAN in more than 150 countries; an ever-increasing internet backbone capacity, which spans more than 240 locations; and an MNO reach of over 600, covering around 200 countries and territories.

Plus, we offer full public switched telephone network (PSTN) replacement in 17 countries, session initiation protocol (SIP) deployment in 50 countries, and toll-free access and local numbers in more than 110 countries. We’ll deliver the support you need, wherever you need it.

Puts you in control

You’ll love using our self-service customer admin portal when you want to get involved with your networks, and the fully managed and all-encompassing nature of our solution when you have better things to be focusing on – like innovating.

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OUR SERVICES

PROGRAMME MANAGEMENT AND SERVICE DELIVERY

Give your projects the best start – and finish – with our expertise and proven methodologies.

From the day you choose us, until your project’s completion and beyond, a qualified Tata Communications champion will be looking after your interests. They’ll liaise with our team and third-party vendors to keep you on track and on budget.

Giving you full visibility of your project, with online digital project tracking, analytics and dynamic service updates, we’ll seamlessly integrate multiple business processes to deliver an error-free operational model.

We do this by excelling in the following five areas:

Get outstanding support from a service management team that’s your voice in our organisation.

You’ll have access to advanced IT services and expertise, so you can stay ahead of the game. Our big-data analytics platforms will measure your performance, and provide a 360-degree ‘Voice of the customer’ view – so we always know what’s going on in your business, and can adapt accordingly. Our certified service specialists will monitor your networks and keep you in the loop about next-generation products, so you can seize new opportunities.

SERVICE MANAGEMENT

We’re here for you, whatever it takes.

We’ll help you:

Simplify your complex environment.

Revolutionise how you work.

Discover what you need and refine what we offer, so we can exceed your expectations.

Take complete responsibility for your operational performance.

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OUR SERVICES CONTINUED

Our staff score five out of five in satisfaction surveys at least 80 percent of the time.

ADVANCED SOLUTIONS DELIVERY

Choose an end-to-end life-cycle service for large, critical projects – taking the pain out of business transformation.

However big your deployment, we make it simple. We’ll be your one global partner, giving you a 360-degree view at each point. You’ll get a dedicated team of experienced specialists. They’ll act as your point of contact and ensure a seamless transition. And you’re in control, every step of the way.

SERVICE ASSURANCE

Stay one step ahead with our comprehensive, always-connected support services.

With our proactive, reactive and expert-led support services, we’ll spot issues before they happen. Leveraging on predictive analytics, we monitor your networks around the clock and catch issues before they escalate. Our intelligent ticketing system, which uses a dedicated Application Program Interface (API) and machine-to-machine interaction, ensures you get the right expert to help. Our intuitive Self Care Portal and certified network experts give your business the comprehensive support it needs.

Drive your operation forward with best-in-class, personalised support services.

You can choose from three support options to fit what your business needs. Our Resident Engineer, Customer Support Analyst and Dedicated Support Desk Services bring best-in-class solutions and subject matter experts right into the heart of your business, ensuring you get the most from your communications portfolio.

PERSONALISED SUPPORT SERVICES

For more information, visit us at www.tatacommunications.com

© 2017 Tata Communications. All Rights Reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.

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This eBook is just one in our series about how digital transformation can improve the way you work.

Take a look at the others today:

Improve engagement and amplify loyalty

Start thinking omni-channel

and deliver the experiences

your customers have come

to expect. Read more

Threats have changed. Has your business?

Guarantee that your most

important assets are

protected with futureproof

security solutions. Read more

Digital transformation and the borderless enterprise

Expand into new markets

and develop new revenue

streams globally. Read more