CSG Inbound Communication

Optimize contact center operations and increase customer self-service with CSG Inbound Communication solutions.

Decrease Costs and Time to Resolution

One of the biggest challenges facing businesses, especially those handling complex inbound traffic, is ensuring that customers are connected to the correct agent pool or self-service IVR. Disconnects, transfers and long hold times drive up costs while driving down customer satisfaction—costly errors that undermine the bottom line.

CSG Inbound Communication solutions supplement your existing CRM package. Deploy our cloud-based, multichannel communication platform, integrating inbound/outbound interactive voice, SMS/text messaging, email, print, and web in a common environment. Make application architectures and data stores universally available across all communication channels.


A Better IVR Experience

The IVR application accepts both voice and key press prompts as end customer responses (except with credit card numbers, which should be entered via key press for security reasons). Our platform analyzes the call based on inbound toll-free origination, end customer ANI, point-of-purchase and end customer inputs in order to assign the call. Route calls to either a customer self-service application or on to the appropriate call center agent, based on a skills matrix reflecting your fulfillment requirements.

Provide Better CX

Reduce the number of misrouted calls and shorten call duration, enhancing the customer experience and letting agents focus on higher-priority calls. Speech technology streamlines call flows, raising customer satisfaction.

Optimize Operations

Optimize contact center performance by routing calls to self-service where possible, and ensure the correct agent pool receives calls requiring additional assistance. Intuitive web-based tools let users quickly and easily edit program features.

Improve Agent Experience

Efficiently transfer to agents with our Computer Telephony Interface (CTI) screen pop or our cost-effective “whisper greet” feature, optimizing agent time. Let agents access comprehensive, real-time information within the application.


Resources

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Webinar Recording: Empowering Contact Centers For Agility In Uncertain Times | May 27, 2020

Video | 80.4 KB

Learn how today’s contact centers can become more agile with the addition of technology enhancements, covering for absent employees and increasin ...

The Agility Imperative: How Banks’ Contact Centers Can Adapt and Scale to Serve Tomorrow’s Customers

White Paper | 2.5 MB

A contact center can either be a bank’s epicenter of customer experience (CX) breakdown or, with the right transformation, the omnichannel hub th ...

State Government Rapidly Launches IVR to Respond to Crisis

Customer Story | 49.5 KB

Following mass layoffs during the recent pandemic, a state labor department’s inbound call volume surged to more than 1,500 times its normal dail ...

The Agility Imperative: How Contact Centers Can Adapt and Scale to Serve Tomorrow’s Customers

White Paper | 2.5 MB

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 ...

Podcast: CSG’s Haifa El Ashkar Discusses Mobile Industry Disruption on The Light Reading Podcast

Podcast

Haifa El Ashkar, Executive Director of Managed Services at CSG, joined The Light Reading podcast to discuss the convergence of mobile identity, blo ...

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 ...