Contact Centre Transformation

Our capabilities enable you to:

• Re-imagine the customer experience to achieve a frictionless customer omnichannel journey; we perform a gap analysis of current channel use and identify possible efficiency opportunities through consolidation or modernisation
• Transform the agent experience by assessing efficiency oppurtunities and optimising end-to-end business processes
• Optimise internal operations and develop a robust reporting framework to track and measure critical KPIs for all audiances
• Modernise technology, developing architecture for innovative API integration to ensure continuous development and a sustainable future for your contact centre platform.

Moving your on-premises contact centres to the cloud can unlock benefits including improved scalability, cost savings, and agent productivity. It can also provide a single customer view across multiple platforms, improving support capabilities, efficiency and wait times. We offer:

• Advisory services to help customers understand what CCaaS is and its implementation
• Organisational assessment, strategy setting, roadmapping, and bespoke solutions design
• End-to-end CCaaS platform setup leveraging our extensive partner network with Genesys, Amazon Connect, and NICE CXone
• Service delivery to create, migrate, modernise, and operate contact centre AI Routing/WFM automated QA, chatbots, and integrations.

Through our Agent Assist and Conversational AI offerings, Capgemini can help significantly improve efficiencies:

• Implement AI tools that monitor conversations, proactively suggest next best actions based on intent identification
• Install virtual assistants (with Google CCAI, Kore.ai, and Live Person, etc. ) for your banking interactions to be a first and effective filter in servicing
• Enhance agent skills empowering case resolution
• Deploy a low/no-code platform with superior natural language processing capabilities to better understand customer needs
• Install best-in-class features which help in multi-intent identification, small talk, storyboarding, etc.
• Seamlessly integrate CRM systems enabling real-time assistance.

Contact centres often sit on huge piles of data that are not put to effective use. Capgemini has the expertise to make your contact centre data-powered and efficient. We can:

• Eliminate execution gaps in poor ticket-routing through intelligent-automation of workflows
• Install ML models that predict incident resolution time and intelligently re-prioritise them to avoid missing SLAs
• Analyze call recordings to extract top call drivers and pain points which can be used to drive investments
• Implement and scale process mining capabilities and embedding process analytics to the DNA of organisation

Through our Omnichannel Orchestration and Hyper-personalisation offerings, Capgemini offers:

• Customer Experience Management solutions to deliver your customer experience strategy across all interactions
• Omnichannel routing of customer inquiries through various service channels
• Real-time journey orchestration
• Real-time customer insights from AI-powered analytics to understand customer behaviour, journey and to drive corrective action.

Technology enabled the move from traditional brick-and-mortar to online customer service over time, but customers still expect hand holding and real-time assistance when making important financial decisions. The metaverse can offer you just that: it helps ensure customers stay engaged and trustful. Leap into the new channel for customer engagement with our metaverse offerings.

• Current state analysis and future expectation-setting based on needs and capability assessment
• Strategy and roadmap-building to assess, build awareness, and advise on all things metaverse
• Design and build solutions for the metaverse
• Post-deployment support and managed services