Modernize and optimize your contact center
Envision, build and measure to meet the changing needs and expectations of customers and businesses.
Vision & Strategy
- Articulate a clear picture of the future of your contact center, then define the steps and how you’ll be measuring progress.
Business/Technology Enablement & Architecture
- Drive both business requirements, and technical/architecture specifications as well as Voice User Interface (VUI) Designs.
Reimagine Customer Journeys
- Create as-is user journeys and design for future state (omnichannel, self-service, personalization, automation, collaboration, resolution follow-up)
Value Tracking & Realization
- Model and measure the success of your transformation against set targets to support purposeful steering and decision-making.
Delivery Governance & QA
- Deploy and apply rigorous program management tools and methods to ensure the transformation execution stays on track.
Organizational Change Management
- Drive change across your organization and secure a holistic, people-focused and collaborative approach to accelerate execution.
Transformation Driver
- Benefit from context and expertise (functional/industry/technical)
Customer experience strategy, design and performance
Transform your bank for the future with a design that puts your customers’ experience front and center.
Customer-centric
- Organization-wide CX strategy designed to create the best possible experience across interactions
- Defined “North Star”
- Strategy and ambition based on deep understanding of customers, their behaviors, preferences and needs
Inclusive design
- Customer journey: Outside-in perspective that maps all interactions customers have with the company when purchasing products or receiving services
- Co-creation: Customer involvement in design and development of products/services
- Innovation with partners, or partnerships with companies in other sectors, to unlock new sources of value
- Testing & development: Rapid, design-driven testing and development of solutions (PoC, prototyping, piloting, MVP)
Unparalleled experiences
- Omnichannel: Orchestration of seamless and consistent customer experiences across digital and human channels
- Digital channel experience: Frictionless digital user experiences across all touchpoints of your customer journey
- Next Best Action: Defining and providing next best actions at the right time across all touchpoints
- Augmented employees: Digital tools enabling all employees to deliver excellent customer experiences
- Customer Experience Hub: Central hub to define and ensure exemplary customer experiences across touchpoints
Autonomous service operations
Recent Capgemini Research Institute research on implementing a contactless customer experience finds that the customer of the future is more likely to use “touchless” solutions such as cashier-free checkouts, voice recognition, drone delivery, etc. What does this mean for the contact center, and how could these kinds of solutions be used to create touchless contact center operations?
Intelligent automation for a frictionless contact center
The right mix of self-help and automated agents improves the experience of customers, agents and the business.
Our approach:
- Strategy
- Understand your automation maturity, strategy, and technology landscape to define the new target operating model
- Opportunity
- Uncover and approve automation opportunities with data-driven discovery at scale
- Implementation
- Deliver transformative intelligent automation projects with support from a global pool of experts
- Support
- Run your digital workforce and ensure operational processes are executed quickly and with quality
Technology & data
The right fit of technology and data enablers.
Your contact center can benefit from:
- Contact Center as Service (CCaaS) Platforms + IVR + Routing
- CRM
- Conversational AI & Digital Platforms
- Workforce Optimization (WFO) Platforms
- Insights, Data, API, Analytics
- Agent desktop & development
- ChatGPT
- Metaverse
- Omnichannel
- Customer experience management platforms
- Dialer & Proactive Communication Platform
- Customer Experience Hub
The key with all contact center technologies is maintaining a people-first mindset. Identical technologies can lead to very different experiences, depending on how they’re deployed.
Do your customers see your chatbot as an opportunity for immediate resolutions, or as an unwanted barrier to reaching a “real person”?
Do they see the IVR to get the best help they need on the first try, or as a maze they need to navigate?
Your contact center is the face of your company. Let’s show your customers who you are, and build loyalty with every interaction.
Contact Center Management
Re-imagine the customer experience to achieve a frictionless omnichannel journey.
- Strategy & Optimization Offering: business/technology assessments, benchmarking, CX maturity assessment, contact center consolidation or M&A, etc.
- BPO and/or Workforce Management (WFM) BPO: manage your call center operations/customer service teams and technology or WFM team only
- Data & Analytics
