CSG Journey Orchestration

Connected Communications Management Tools
Consumers expect seamless interactions 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. But to do this, you must first overcome your organizational silos.

CSG Journey Orchestration

CSG 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. The solution 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.

  • LISTEN EVERYWHERE. Understand who your customers are, where they’ve been, what they’ve done and what they’ve said
  • ANALYZE AND INTERPRET. Based on a series of pre-defined rules, logic and decisioning computations
  • REACT IN REAL TIME. Timely and highly personalized communications on the platform they prefer
CSG eCare - Modular, Scalable, INtegrated self-service solutions

Resources

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  • How to Succeed at Data-Driven Journey Orchestration
    16.5 MB | White Papers
  • Journey Orchestration
    1.7 MB | Data Sheets
  • The Customer Journey Guidebook
    6.2 MB | White Papers
  • The Importance of Cross Channel Communications: Optimize Revenue and Drive Performance
    172.7 KB | Industry Reports
  • Engaging Customer Experiences: The critical first 90 days and beyond
    Videos