CSG Journey Orchestration

Consumers expect seamless experiences across all touchpoints with brands they do business with. Orchestrate conversations that are consistent and relevant to the customer’s journey with CSG.

Effortlessly Bridge Siloed Communication Gaps

Digital innovators transformed the customer experience playing field. Using their omnichannel expertise, they deliver the swift, highly personalized, uber-relevant customer experience consumers have grown to expect. As traditional companies have scrambled to keep up by adding digital channels, they created communication silos, making it impossible to deliver the unified customer journey considered the basis of good CX today.

CSG Journey Orchestration bridges the touchpoint gaps caused by ad hoc digital expansion, and by multiple departments owning specific parts of the customer journey (marketing sending promotions, account handling billing, etc.). Journey Orchestration ensures customers no longer receive repetitive, or even contradictory messaging, and you benefit from proactive upsell/cross-sell opportunities at every stage of the customer lifecycle.


Journey Orchestration Features

Journey Orchestration integrates with your existing technology to collect customer profile and interaction data across silos and legacy systems, apply logic, business rules and decisioning criteria to determine how to engage the customer in real time with timely, personalized and relevant communications.

Take Action

Get an actionable view of customer interactions across the entire company and all communication channel with AI-based optimization.

Become Data-Driven

Quickly ingest data from any source or legacy system on every customer preference and action touchpoint.

Simple Orchestration

Use our simple drag-and-drop workflow design to create your own journeys, or draw from a prebuilt library of optimized journeys.


Resources

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Webinar Recording: Great CX Cuts Cost and Drives Business Results

Video | 67.2 KB

59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...

Healthcare Industry Solutions

Data Sheet | 834.7 KB

Today’s consumer expects easy, personalized experiences not just from the tech industry, but also from healthcare. But healthcare providers could ...

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 ...

Forrester Study: Great CX Cuts Cost And Drives Business Results

Industry Report | 14.0 MB

CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management.

Read a commissioned s ...

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 ...