This is intended to improve reporting, advance business decisions, and drive next best actions to provide a personalized experience to customers and recommend next steps, services or products. Cognizant today announced that it has been selected by Volkswagen Group Ireland to transform the country’s digital customer experience (CX) platform. Cognizant will re-engineer VWG Ireland’s existing siloed contact center platform into an omni-channel customer experience platform, based on Salesforce service cloud voice and Amazon Connect. The New-Jersey based firm did not disclose the size or tenure of the deal. Due to its siloed customer engagement processes and channels, VWG Ireland was also faced with a lack of customer insight and time-consuming manual customer data aggregation, according to an exchange filing. "As part of the agreement, Cognizant will implement a fully digital, cloud-based omni-channel CX platform to modernize customer engagements, as well as provide an easy-to-use, web-based, and unified user interface for the agents combining customer data, context, journeys and interaction channels," the filing said. This is intended to improve reporting, advance business decisions, and drive next best actions to provide a personalized experience to customers and recommend next steps, services or products. The introduction of the CX platform allows for […]
Click here to view original web page at economictimes.indiatimes.com
