CXM in customer service

Building customer loyalty with customer experience management

Customer service in transition

Barriers and obstacles

Customer service companies face numerous challenges, including overload due to high call volumes, which leads to lower customer satisfaction. The heterogeneous system landscape makes it difficult for agents to have a holistic view of customer data, while unsynchronised contact channels and a lack of self-services for issues that need to be resolved quickly exacerbate the situation. Frequent contact cancellations are the result. Companies need to invest more in optimising their customer service to ensure a seamless customer experience.

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We are shaping the customer service of the future

We support you in orchestrating all service-relevant channels, customer data and processes in a modern agent workplace. With AI services such as voicebots, chatbots and agent assistance functions, we can not only shorten process throughput times, but also automate routine tasks. By integrating the CRM or ERP system into the agent workstation, we enable a 360° view of the customer.

From customer service centre to profit centre with adesso

Our service transformation includes comprehensive performance measurement to ensure that your goals are achieved. Together we determine the maturity level through assessments, workshops and interviews. We develop a future-oriented project roadmap to transform your customer service centre into a profit centre. This involves the use of AI-supported agent functions, such as

  • Real-time translation,
  • sentiment recognition,
  • response and cross-selling suggestions or
  • real-time agent coaching based on relevant customer information.
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Would you like to tackle service transformation with us?

Would you like to find out more about our portfolio? I look forward to talking to you.

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