Omnichannel Customer Communications

If you want to provide great customer experiences, you have to have great communication channels. CSG has you covered. We offer dozens of communication channels out-of-the-box.

Multiple Channels, One Solution

Omnichannel is about connecting with your customers anytime, anywhere, on any device. Wherever customers interact with you, you need to use their history, habits and preferences to engage them on their terms.

CSG offers end-to-end management of all your customer communication channels. We design and develop communication solutions for voice, print, SMS, email, social media, chat, virtual assistants, and more. And we make sure all of those channels are integrated so you’re delivering a consistent customer experience.


Communication at Scale

When we say omnichannel delivery, we mean it. We send over 1 billion print documents, 150 million emails, 400 million calls and 55 million text messages, adding up to over 1.5 billion customer interactions each year. We’re always adding new channels and integrations so you can keep engaging your customers wherever they are.

Use Our Channels—Or Bring Your Own

If you want to engage customers across channels, you’ve got to be available across channels. CSG has voice, text, email, social, virtual assistant and other communication channels available out-of-the-box, so you’re able to launch omnichannel communications quickly. Want to bring your own channels? No problem. Our API library hooks into the channels you already have so you can get the best of your solutions and ours.

Traditional Meets Digital

Printed documents are a powerful complement to digital channels, reaching customers in their homes and online. We can help you find the right mix to ensure compliance and improve engagement, and encourage customers to adopt digital channels.

Consistent Experiences

Make sure all your customer communications reflect your brand and have the same look and feeleven on different channels. Our content design and presentation tools let you repurpose common elements (logos, graphics, calls-to-action, and more) and place them in the best spot in a print or digital document. We also integrate with the different data sources you have, like CRMs, so customer data is always up-to-date.


Capabilities

Digital Messaging

Customers are adopting digital channels faster than you can support themuntil now. Use CSG’s digital messaging solutions to communicate with customers on the digital channels they use todayand add the ones they’ll want tomorrow.

Voice

Don’t leave customers hanging when they call your company for help. Quickly connect them to the automated solution or agent support they need with CSG’s voice solutions.

Print and Mail

With the world’s communications going digital, a well-crafted print message can stand out. CSG helps companies like yours design and deliver compelling printed documents, and give your customers more options to use digital channels.

Kiosk

What if you could streamline the payment process in your retail stores–and let your employees focus more on making sales and fewer accepting payments? CSG’s kiosk solution lets you do just that.

Video

Sometimes, it’s easier to show customers information than it is to tell them. Help your customers understand complex account and billing information with personalized videos.


Portfolio

Interactive Messaging

What defines good customer experience changes as frequently as the communication channels customers use. Balance customer communication preferences in a way that’s scalable and effective with CSG.

Journey Orchestration

Consumers expect seamless experiences across all touchpoints with brands they do business with. Aligning your systems and processes to orchestrate conversations that are consistent and relevant to the customer’s journey—across channels—can ensure your business achieves measurable value.


Resources

Explore

  • By Type

CSG Communication Builder

Data Sheet | 3.1 MB

Making a small change to customer documents is a big headache. Speed up the document design and approval process with CSG Communication Builder. CS ...

Improving Mover Retention With Proactive Customer Engagement

eBook | 11.2 MB

Companies need to engage with customers before, during and after their movers’ journey—and they’ll need the right data and channels to do it. ...

CSG Customer Success Story: Telecom Argentina Automates Field Service Management

Customer Story, Video

Telecom Argentina executives talk about how CSG’s Field Service Management solution helped them improve customer experience through automatio ...

CSG Customer Success Story: Telecom Argentina Improves CX

Customer Story, Video

Telecom Argentina knew that customer experience was the key to differentiation. They turned to CSG’s Field Service Management solution to hel ...

CCW Market Study: The Future of the Contact Center in 2019

Industry Report | 1.6 MB

“CCW Market Study: The Future of the Contact Center in 2019” dives deeply into a variety of technologies, best practices and case studies that ...

Electronic Visit Verification

Data Sheet | 1.4 MB

CSG’s telephony-based electronic visit verification (EVV) service delivers an easily repeatable, low-cost, high speed-to-market solution. CSG dev ...