Cognizant's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Cognizant Customer Experience Management®

With businesses acquiring global presence and operations transcending borders, contact centers are now the backbone of any business. Businesses continually wants to improve their service levels for their customer driving better experience and revenue.

Presenting Cognizant Customer Experience Management® offering- A transformation journey to “Experience Center”, leveraging cutting edge Artificial Intelligence, Cloud, and Digital technologies, driving your center’s experience, efficiency and revenue.

Cognizant Customer Experience Management® is an amalgamation of people, process and technology transformation, to bring on the table new age solutions for enhanced customer and stakeholder experience. The objective is to leverage new age technology for enhancing the business processes to build value and digital experience for people engaged with the business, i.e. end customer, business owners, associates and vendors.

We practice a Deflect-Personalize-Engage strategy across Contacts, Channels, Agents, and security facets of the contact center leading towards the targeted results. Our technology blueprint brings together digital, AI, cloud, integrating voice, video, text, and social channels, biometric authentication, self-service and agent-assisted service features. The blueprint includes a productive feedback mechanism powered by machine learning and cognitive algorithms that ensures continuous improvement for delivery centers. Our solution offerings are tailored to the business needs and we aspire to deliver Contact Center as a service that will help with the transformation journey. Operational excellence is at the core of our Digital Operations business. Our technology solutions with human-centric design, create an immersive customer experience and accelerate delivery on business outcomes. Key focus areas for the team is to enhance CX and reduce operating costs with the elimination of direct contact with customers, channel deflection, enable AI for customer interactions, improve agent productivity, improve resolution rate and reduce cycle time. The solutions cover all aspects of end customers, business owners, associates and third parties, enabled with new-age technology and platforms.

Our offering is powered by over 625 contact center technology experts, present globally, with an immense experience of serving over 100 customers. Our certified experts have hands on expertise on more than 20 technology products. Some of our success stories are helping one of the largest US pizza delivery chains, improve their TCO by 15% and a pharma client was able to deflect their agent calls by 20% using an NLU enabled conversational IVR for their order status services.

And this is not the end. The new-age customer interaction technology is evolving day by day, and its become more important for us to stay updated, on technology, people and processes. With evolving requirements of customers to be independent and self-sufficient across industries, the future is knocking on the doors for change in the existing landscape and business rules to be future fit. AI enabled solutions and smart devices are the way to go. Cognizant Customer Experience Management® provides our partners an opportunity to augment business to enhance customers experience and take a flight to the future.

Our solutions are also evolving from conceptualization to deployment. Our solutions are more robust now and future-fit to serve our clients and their customers for the long term.

“Back to the future…..” is no longer fiction.