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 ...
Learn how today’s contact centers can become more agile with the addition of technology enhancements, covering for absent employees and increasin ...
A contact center can either be a bank’s epicenter of customer experience (CX) breakdown or, with the right transformation, the omnichannel hub th ...
Following mass layoffs during the recent pandemic, a state labor department’s inbound call volume surged to more than 1,500 times its normal dail ...
As businesses see more of their workforce go remote, their HR and IT departments strain to respond to increased support requests from employees. Wi ...
CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management.
Read a commissioned s ...
Today’s contact centers are not ready. They struggle to adapt to call spikes. They can’t track customers to anticipate their needs. At the same ...
Talk to one of our sales representatives to learn more about our contact center solutions.