Who are Diligenta?

AdamMusician

I recently had to call Scottish Widows and after the usual faff of getting passed from pillar to post eventually one person there said I am with the Diligenta team? Who are they?! Have Scottish widows been bought out and shouldn't they think to write to their customers and tell them if that is the case!

Malthusian

Mumbai, September 26, 2017:Diligenta, a leading Life and Pensions BPS provider in the UK, and a subsidiary of Tata Consultancy Services (TCS), the leading IT services, consulting and business solutions organization, today announced that it has secured a 15 year partnership with Scottish Widows, Lloyds Banking Group’s Life and Pensions business
Under the terms of this agreement, Diligenta will support Scottish Widows to provide end-to-end policy administration services for its 4 million heritage customers. Diligentawill provide Scottish Widows these services based on TCS BaNCS, its digitally-enabled, end-to-end policy administration platform, to manageitsassets in life, pensions and investment products

So no, Scottish Widows haven't been bought out, they have outsourced their call centre work to Diligenta.

It sounds like there was either a system error or someone needs more training, as I would assume that Diligenta employees should always answer the phone as "Scottish Widows" and not "Diligenta".