Customer Experience

Each of your customer interactions needs to be designed and delivered on the right channel, at the right time, to engage customers for a lifetime. That's where CSG can help.

From Interactions to Engagement

Customer interactions used to be face-to-face. But over time, companies saw the value in letting customers communicate with them anytime, anywhere. Adding digital channels made companies even more accessiblebut also created more complexity.

It’s time to simplify the complex. Connect with customers anytime, anywhere, on any channel, at any stage in their customer journey. And connect each interaction to the one that came before for a seamless, intuitive experience. CSG provides flexible, personalized customer communications management solutions and an integrated omnichannel approach. We’ll help you deliver a unique customer experience across digital and traditional channels.


Build Any Customer Experience

Engage customers at every touchpoint, at scale. We orchestrate more than 1.5 billion customer interactions every year, and tie all those interactions together into a customer journey. Deliver the great experiences your customers demand with interactions that are personalized, predictive and proactive. We offer strategic CX consulting services, so we’ll work with you to make the best experiences even better.

Start At the Beginning

We’ll work with you to identify where your current customer experiences are excellingand where you can raise the bar. First, our consulting team analyzes customer interactions across your entire business. Then, we identify areas where you can improve the customer experience across channels and the customer lifecycle.

Map Out the Journey

The best customer experiences should be easy, effortless and consistent. Make sure every interaction is seamless and builds customer loyalty with journey orchestration. Send the right message at the right time, with proactive upsell and cross-sell opportunities.

Communicate Anytime, Anywhere

Customers should be able to reach your company anytime, anywhere, on their preferred channeland you should be able to reach them. We help you connect with customers on any channelvoice, email, SMS, chat, bots, and more. And our solutions are available 24/7, so customers are always connected.


Capabilities

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.

Customer Experience Design

Companies today aren’t competing on price or value—they’re competing on customer experience. Specifically, the digital experience. Work with CSG to design and transform everyday interactions into outstanding digital experiences.

Journey Orchestration

A great customer engagement isn’t just one experience. It’s a relationship built on consistent interactions on the right channels at the right time. Build customer loyalty and retention with personalized, relevant customer journeys with CSG.

Customer Communications

If you want great to provide great customer experiences, you have to have great communication channels, and lots of them. CSG has you covered. We offer dozens of communication channels out-of-the-box, so you can start engaging customers anytime, anywhere.

Field Service Management

Time is money, and you can’t afford to arrive late and disappoint customers. CSG’s field service management solution helps get technicians to the right job at the right time, and deliver a consistently great customer experience.


Resources

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Cable Operator Provides Remote Support with CSG Visual Connect

Video

A regional cable operator wanted to be able to remotely troubleshoot issues for customers during a health crisis. They turned to CSG Visual Connect ...

Regional Cable Operator Reduces Truck Rolls and Improves CSAT with CSG Visual Connect

Customer Story | 79.8 KB

A regional cable operator knew that improving first call resolution rates could increase customer and agent satisfaction, while also improving over ...

Visual Connect Overview

Video

Visual Connect is a web-based SaaS solution that expands the troubleshooting capabilities of your customer service representatives (CSRs). Visual C ...

CSG Visual Connect

Data Sheet | 1.8 MB

What if you could reduce time to resolution by enabling call center agents and customers to troubleshoot with a remote mobile screen share, ultimat ...

Global Technology Industry Leader Provides Better CX with Conversational AI

Video

A global technology industry leader deployed CSG Conversational AI to handle customer inquiries related to order status, sales, billing, and more.< ...

Customer Success Story: Multinational Technology Company Provides Better CX with Conversational AI

Customer Story | 5.1 MB

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 ...