You want to help customers find the easiest path to get the service they want. Each email, text, printed bill, and in-store purchase must help them take action and provide a personal touch. But too often touchpoints aren’t connected and the customer journey gets off track. You’ve created a disjointed experience that causes friction in your relationship. You need a better way to connect every step in the customer journey. To bridge all your communication silos and make data-driven decisions.
Link every interaction into a seamless customer experience with CSG’s journey orchestration solution. We use proprietary logic and insights to determine what message to send to the customer at the right time—all so they get the best experience. Plus, we integrate with new and existing technology, and work well with other communication solutions. Use our channels or bring your own—it’s up to you. We’ll help you connect all your channels to deliver an exceptional customer experience.
CSG works with you to align each interaction into a seamless customer journey. Real-time data collection on customer action (or inaction) determines what the next communication should be. We use custom logic to determine the exact time to send the customer a message, and what channel to send it on to get a response.
Customers shouldn’t even know they’re on a journey—it should be seamless and friction-free. Use all the data you have at your disposal to personalize interactions and provide the right information to move customers from one stage to the next.
Different departments own different channels, but everyone owns the customer journey. We help you pull all the customer data into one place to make decisions on the next-best actions. Connect channels and data to deliver the right messages. And fill in any touchpoint gaps so your customers have a seamless experience.
You can build your own journey orchestration workflow with our intuitive drag-and-drop design tool, or let our experts optimize them for you. Once your journeys go live, watch and learn from the results with real-time journey metrics and analytics.
CSG Journey Orchestration helps you engage customers in real time with timely, personalized and relevant communications. Bridge the touchpoint gaps ...
Almost 90 percent of customers think brands need to work harder at creating a seamless experience. But with disconnected communication channels and ...
Digital disrupters have reset the bar and fundamentally changed how companies engage their customers. Earning and keeping customer loyalty is a gro ...
Interaction Design / UI/UX / Web Design
Airtel is India’s leading telecom carrier. By designing a micro-site focused on ...
The Airtel B2B platform arose from the need to automate a wide range of internal and time-consuming processes. A solid approach starts wit ...
Interaction Design / UI/UX / Web Design
As one of the world’s largest telecommunications companies, AT&T serves more than ...
A contact center can either be a bank’s epicenter of customer experience (CX) breakdown or, with the right transformation, the omnichannel hub th ...
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 ...
