Customer Experience Capabilities in a Comprehensive Client Engagement Solution

One customer engagement solution does it all

Our real-time customer engagement solution eliminates frustrating customer experience bottlenecks and provides consumers with the exact services and support they need. Our solution aims to minimize negative experiences, boost consumer retention and open up new opportunities for revenue generation.

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Less noise, more impact with CSG Xponent

CSG Xponent helps you achieve your goal of optimizing client lifetime value by streamlining the process of acquiring, engaging and retaining as many consumers as possible. Orchestrating each experience across the customer life cycle lets you connect with each person, no matter where they are on their journey.

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Client Engagement Solutions From CSG

Whether you want to turn siloed data into actionable insights or maximize conversion opportunities, our client engagement solutions empower you to create extraordinary experiences across the customer life cycle.

Here’s what you can expect from our digital customer engagement solutions:

Individualized Customer Experience Management

Deliver personalized customer experiences across all channels by understanding customer needs and behaviors in real time.

Our customer engagement solutions provide the tools you need to gain powerful insight into the client experience at every level:

Differentiated experiences that enable you to create customer lifetime value on any budget.
Predictive artificial intelligence (AI) algorithms to analyze customer journeys, uncover hidden patterns and optimize outcomes.
Intelligent, real-time analysis and decision-making help you understand customer intent at every brand interaction.
Advanced reporting capabilities generate valuable insights in real time so you can use them to fine-tune customer interactions.

Streamlined Customer Communication Management

Xponent is designed to streamline communication chaos and improve customer lifetime value by making your message heard. With our all-in-one customer engagement platform, you can manage communications across all channels simply and strategically.

Unify your communications by managing all customer interactions from a single platform.
Personalize every message and deliver tailored content based on real-time data.
Streamline your workflow to easily create, collaborate and approve messages.
Measure and optimize tracking performance to refine your communication strategy.

Pre-Built Customer Journey Management

We’ll help you orchestrate industry-leading customer journeys with best practices already built in. Go live with minimal technological effort.

Assess your organization’s CX maturity with the advanced analytics in Xponent. Pinpoint areas for growth and align them with business goals in our free workshop.
Quickly launch essential customer journeys without extensive IT involvement. Use our pre-built templates to get off the ground faster.
Efficiently connect your technology stack. Improve data accessibility and streamline operations with our pre-configured integrations.

Diverse Range of Engagement Channels

Reach your consumers wherever they are. Our leading customer engagement platform provides a variety of channels that allow you to:

Speak as one brand and deliver consistent communications across multiple channels.
Connect with customers via short message service (SMS), rich communication service (RCS), multimedia messaging service (MMS), email and interactive voice response (IVR).
Spur consumers to action.
Connect digital and physical channels to meet consumers where they prefer.

Customer Experience Consulting Tailored to Your Business

When you choose CSG, you gain support for even the toughest CX challenges. Our CX experts help guide your next move to retain customers and lower costs by:

Applying a Voice-of-the-Customer focus through unstructured data analysis to inform CX prioritization.
Uncovering hidden insights from journey event mapping for consumers and employees.
Identifying the right business case to meet your goals.
Maximizing the value of your existing solutions through ongoing optimization guidance.

Proactive Billing Experience Management

Xponent can help your company reduce internal confusion and take billing beyond a transactional experience by giving customers the ability to handle low-priority problems themselves. Here’s how:

Solve billing-related questions before they arise.
Deflect contact center calls with a personalized, consumer-facing microsite.
Leverage generative AI explanations to give tailored insights into the ‘what’ and the ‘why’ behind bill changes.

Why Choose CSG for CX Solutions?

As a leader among the most influential platforms, we’ll take your company beyond the buzzwords so you can establish your place in the new CX era. Our customer experience management solutions set us apart in the CX industry and we can help you craft the best strategy for your business.

Our proven CX leadership and advanced digital solutions can help you achieve business results like these in as few as 30 days:

Understand the ‘why’ behind consumer behaviors

How do you know what’s truly driving consumers to buy or bail from your brand? Context. CSG CX solutions help you understand each customer individually by unveiling every brand interaction.

Skip the  rip-and-replace

Xponent works with your existing customer engagement systems and uses real-time responses, cross-channel connections and sharpened intelligence to enhance their functions.

Unify the entire  customer life cycle

Personalize interactions at every step of the customer’s journey—from acquisition to care to retention—with one unified customer engagement platform.

CSG Xponent lets you start anywhere. Start today.

Wherever your customer engagement obstacles lie, CSG Xponent can launch quickly to overcome them. Which CX challenge shall we tackle first?

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Frequently Asked Questions About Customer Engagement Platforms

A customer engagement platform is a powerful tool that businesses utilize to foster meaningful interactions and connections with their consumers. It combines various communication channels into a centralized platform, enabling businesses to engage with consumers across multiple touchpoints. Below, we’ll define customer engagement and answer some commonly asked questions about how these solutions work for your company.

Customer engagement refers to how your company interacts with and connects to its consumers. With the right customer engagement strategy, you stay on top of and anticipate your customer’s needs and ensure every experience they have makes sense. Instead of focusing on a one-and-done sale, you build a relationship with each customer—one that evolves over time.

Successful customer engagement would require a unified tech stack that provides a 360-degree view of each consumer. A customer engagement platform brings all systems and data together, allowing you to tailor the customer experience to deliver the best next action on a 1:1 basis and in real time.

You’ve probably heard it said that experiences are more important than physical goods or possessions. That’s true everywhere, because customers will compare you to their best experience regardless of industry. You may deliver a robust product or service, but if a consumer’s experience is lacking, they will look elsewhere.

Winning in CX hinges on the ability to monitor and improve customer engagement at any time on any channel—a unified platform empowers you to do that with ease.

Customer engagement software features a wide range of CX capabilities that help you foster stronger relationships and build targeted interactions. Here are the top advantages of customer engagement software.

Understanding your customers: Aggregated customer data insight helps you anticipate what your consumers will do next and why. By fully understanding your consumers’ needs, wants, and behaviors, you can provide better service or anticipate any challenges that may arise.
Deepening customer relationships: Consumers want to know that a company is there for them and sees them for who they are. Build the connection between you and your consumers with a streamlined digital-first approach, increasing loyalty and trust.
Personalizing the customer experience: Everyone wants to feel like they are more than just a number or a payment to a company. With a customer engagement platform, you get to know the little details about each individual, which allows you to personalize empathetic interactions and experiences with your company.

A real-time customer engagement solution like Xponent provides a streamlined way to communicate with your consumers. Using a customer engagement platform, your telecom company can contact customers via email, chatbot or call center.

A digital customer engagement platform also allows you to map a customer’s journey, providing them with the support and services they need, exactly when they need them. Centralize all your consumer data in a single location, then draw out actionable insights to develop personalized experiences. Some data you may use to enhance customer experience include:

Customer behavior across devices
Support ticket history
Billing and payment history
Customer feedback survey responses
Contact center interactions

Leveraging your customer engagement solution in the right ways can help you anticipate consumer needs and take swift action. Maximize the use of your customer engagement solution by:

Sending relevant notifications to consumers: Reach your consumers wherever they are through various channels such as push notifications on their mobile devices.

Personalizing marketing messages: Use your data to gain a clearer understanding of where consumers are on their journeys so you can personalize the messages you send them.

Proving your company’s value: Convince consumers of your company’s value and usefulness through driving experiences that make their lives easier.

The primary reason to choose a customer engagement solution is to improve the customer experience. The happier your consumers are, the more likely they are to continue doing business with your company. Using digital customer engagement solutions allows you to:

Understand and anticipate customer needs
Upsell customers
Retain customers longer
Communicate quickly and effectively

Engagement solutions also make it easier for consumers to adjust their services as their needs change. They can easily buy another product or service to their existing package or book future appointments.

With a digital customer engagement platform, your existing customers will often skip the contact center. Meet them where they are, providing assistance to help them solve problems or address concerns without submitting a help ticket or spending hours on hold.

Our customer engagement solution empowers you to gain a clearer understanding of where customers are on their journeys across various steps, including:

Attract the right customers: Listen and analyze consumer behavior as they interact with your content or website to uncover preferences and their affinity to do business with you.

Spur customers to action: Connect your digital and physical channels to our decisioning engine. Your notifications will strike at key moments that get customers to buy, onboard, engage and stay with your brand.

Reclaim lost revenue without friction: Understand which customers are at risk of falling behind on payments. Gently nudge them on their preferred channel with bill pay reminders and payment plan offers.

Automate easy contact center experiences: Support employees and wow consumers by automating the contact center. Predict consumer needs, get them to the right agent the first time, and provide your agents with information they need to ace the call.

Turn great CX into a retention strategy: Predict consumer needs and send them personalized offers to prevent them from taking their business to a competitor and keep them loyal to your brand.

With CSG customer engagement mapping support, you don’t have to overcome CX challenges on your own. Our experts will help you build your customer journeys by:

Applying a voice-of-the-customer focus for informed decision-making
Uncovering new insights through research and expertise
Crafting solutions and UIs for better experiences
Building architectures that keep you adaptable