Contact centers have transformed to handle more than voice calls. But have the additional channels actually improved experiences for customers or agents?
For too many contact centers, managing voice, SMS, email and other communications presents new obstacles in delivering superior customer experiences. Customer data gets trapped in silos. Communication derails when customers switch channels. And on top of that, customer experiences become inconsistent.
Cloud migration can address these problems. But contact centers must still manage costs on existing operations, making a costly lift-and-shift approach unfeasible. CSG can help you modernize your contact center to be the fine-tuned engine of your CX leveraging the assets you already have.
Our IVR solutions handle more than 440 million calls each year, and our conversational AI platforms help enable true self-service in over 35 languages. Plus, you can provide great service over the phone or at a distance with our Visual Connect platform, removing the need for a technician to be dispatched in many cases.
Empower your customers to engage with your business however they want, whenever they want for higher CSAT. Offer them the traditional and digital channels to reach you conveniently, easily and immediately.
Get more out of your contact center environment—right now. Our cloud-based solutions integrate with your existing systems to automate communications and optimize processes. Boost call containment and other KPIs while reducing your costs.
Gather and present vital account information for your agents, reducing average handle time (AHT). Intelligent IVR routing gets customers to the right experts. Virtual visual support lets agents see what your customers see so they can easily diagnose and help the customer correct their issue.
Through the power of continuous learning, CSG Conversational AI understands everyday speech, phrasing and context, enabling it to replicate the nua ...
A global company had an IVR system that didn’t live up to its high-tech reputation. Struggling to understand customer requests, the system misrou ...
Many contact centers already have artificial intelligence in place with chatbots or virtual assistants. And those solutions work—in today’s wor ...
If your business is using robot process automation (RPA), you can extend that back-end efficiency to deliver great experiences to your customers. C ...
When your customers need critical information on their accounts, why wait for them to call you? A global top-five bank got proactive and set up an ...
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59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...
In the midst of the global COVID-19 pandemic, companies are trying to figure out how to level-set and provide essential services to their customers ...
Talk to one of our sales representatives to learn more about our contact center solutions.