Digital Contact Center

Overview

2018 AppMarket Award Winner in “App Innovation in Customer Journey”

Call centers today are a source of value creation because quality customer service is imperative for every organization.  Customers can stop doing business with a company due to a single sub-optimum customer experience.  Companies face service variability across customer contact channels and the inability to provide personalized experiences and service differentiation for customers.  Cognizant’s Digital Contact Center is the key for businesses who want to stay competitive by offering rewarding experiences that lead to long-lasting relationships.  It has been developed to provide the customer with a plethora of interactive communication channels for raising queries and provide resolution in the most seamless manner engaging Appian’s robust case management platform.  The application also has advanced analytics capability using inputs from sentiment and voice analysis functionalities to provide extensive insights on the customer enabling customized interaction and query resolution.  The application ensures agent effectiveness by utilizing manager feedback and monitoring features through an adaptive dashboard.

Key Features

• Seamless omni-channel capabilities that support interactions over the telephone, email, mobile, virtual assistants and the web to provide a complete digital experience
• Intelligent, conversational chatbots can promptly handle the most routine and simple tasks leading to time and cost efficiencies
• Utilizes integrated Artificial Intelligence (AI) / Machine learning models for insights into customer behavior for an improved customer experience and identification of cross-sell / up-sell opportunities
• Analytical capabilities that offer the right experience to a customer (based on spending pattern detection, customer interaction analysis, etc.) and thereby greatly improve an agent’s effectiveness
• Intuitive dashboards with internal collaboration tools that empower agents and their managers to deliver contextual and personalized resolutions
• Leverage Natural Language Processing capabilities to extract actionable insights on product reception and experience from customer conversations on social media by using entity detection and sentiment analysis
• Dynamic case management handles simple and complex customer service requests enabling improved oversight, tracking and fulfillment

Potential Benefits

• Enhanced cross-sell and up-sell through customer insights enabling higher revenue for the company
• 360-degree view of the customer eliminating silos
• Greater agent productivity and efficiency facilitated by synchronous workflow and robust integration with a unified agent desktop
• Reduced operational cost due to reduction of manpower and increased automation
• Enhanced customer experience through voice services, chatbots and other improved interactive digital mediums
• Improved monitoring and measurement of agent performance