CONTACT CENTER SOLUTIONS

Build, scale and modernize your contact center capabilities in the cloud, and deliver the intelligent, intuitive experiences customers won’t stop talking about.

MORE CHANNELS, MORE CHALLENGES

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.


COMMUNICATION AT SCALE

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.

ALWAYS BE THERE FOR YOUR CUSTOMERS

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.

MODERNIZE YOUR CONTACT CENTER

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.

MAXIMIZE EVERY AGENT

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.


Portfolio

CONVERSATIONAL AI

Let your customers communicate naturally with applications, websites and devices across channels. Resolve your customers’ complex needs through personalized interactions, reducing call volumes and AHT.

VISUAL CONNECT

Why send a field service technician when your contact center agents can troubleshoot your customers’ issues remotely? Extend the capabilities of your agents, letting them see what your customers see and remotely troubleshoot.

INTERACTIVE MESSAGING

Engage customers with the right message on the right channel, at any point in the customer lifecycle. Interactive Messaging employs advanced speech recognition, CTI call center integration, agent transfer and call recording/replay/transcription.

JOURNEY ORCHESTRATION

Break down the silos where your contact center connects to customer data, and orchestrate conversations that are consistent and relevant to the customer’s journey.


Resources

Explore

  • By Type

CSG Conversational AI Integration Into RPA

Data Sheet | 1.9 MB

If your business is using robot process automation (RPA), you can extend that back-end efficiency to deliver great experiences to your customers. C ...

Major Bank’s Outbound IVR Supports Customers in Crisis

Customer Story | 54.6 KB

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 ...

Custom Rules Engine

Data Sheet | 1.2 MB

Are there flaws in your customer care processes that cause friction and cost revenue? Fix them with intelligently designed business rules. The CSG ...

CX Trends for Finance and Insurance

Industry Report | 8.4 MB

In today’s experience economy, it is essential that financial institutions look not only to the experiences that direct competitors are providing ...

Webinar Recording: Great CX Cuts Cost and Drives Business Results

Video | 67.2 KB

59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...

Communicating During a Pandemic: Best Practices and Customer Stories

Customer Story | 1.1 MB

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 ...

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