Digital Mission

Support and Enable Diverse, Connected Communities

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Customer Experience Management Customer Journey Management

Improving Customer Service Efficiency

Current Situation

Lack of integration across channels hindering customer service effectiveness, creating longer customer service interactions and time to resolution

Goals and Objectives

Reduce time to resolution with improved next best action capabilities, integrated data for CSRs, provide more self-care capabilities on digital channels to allow CSRs to focus on more significant issues

Technology Deployed

Advanced self-service portal capabilities, omni-channel platform strategy, integrated CRM platform that captures data from all channels, chatbots for basic care support

Use Case Summary

Increase CSR efficiency and effectiveness by shifting basic customer service needs to digital channels

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