New York, NY – October 31, 2017 – CGS, a global provider of business applications, enterprise learning and outsourcing services, today announced the implementation of a new platform enhancement to its multichannel contact center solution for global business processing outsourcing customers. These latest additions to the CGS platform will improve overall customer support by delivering a proactive response to technical and customer care issues, while also delivering a more thorough personalized service, creating an enhanced customer experience.
The enhanced multichannel platform now includes advanced reporting and integration capabilities for specific support modules, including problem, incident, knowledge, asset and change management. The enhancements allow for CGS to integrate with multiple third-party platforms, resulting in its clients’ ability to realize enterprise-wide customer relationship management (CRM) support model for internal and external customers. The platform’s simplified browser-based multichannel agent desktop interface is a standard offering in all CGS centers globally.
“Our multichannel platform solution can be customized according to the needs of each of our clients,” said Michael D. Mills, SVP, Global Contact Center Solutions, CGS. “We have always taken an innovative technology-agnostic approach, accommodating our customers with a flexible and scalable solution that leverages the latest processes and tools, to ensure a quality customer experience. We put the customers’ needs before the bottom line in being a true partner with our clients through the delivery of best-in-class services. This enhancement to our multichannel platform solution will enable CGS to provide our global clients with an increased level of consolidated and integrated technical support, consulting and customer care services.”
“The benefits to our representatives are that they can access all required customer data from all platforms in their unified agent desktop,” said John Samuel, CIO, CGS. “The solution makes it seamless to offer multichannel communication capability to any customer, offer advanced routing based on agent skills or customer data and offer advanced reporting and data warehouse for collected data. In addition, the solution allows building complex integrations across systems, including customers’ CRM to provide multichannel self-service, enhance customer experience and reduce handling time.
With a foundation of thousands of multilingual, dedicated call center agents located in North America, South America, Europe and the Middle East, CGS currently supports many of the world's industry-leading brands, including global retailers, healthcare providers, technology and telecom providers and global hospitality brands. CGS's innovative, scalable and flexible outsourcing solutions include help desk solutions, technical support, customer care, sales and channel management, and finance and accounting.
For nearly 35 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients' complex, multi-dimensional needs and support clients' most fundamental business activities. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East and Asia. For more information, please visit www.cgsinc.com and follow us on Twitter at @CGSinc and @OutsourcingCGS and on Facebook.
Susan Sweeney, CGS