Our customer experience transformation centers combine domain experience, business process expertise and technology to enhance contact center operations for:
- The Customer – to improve experience and engagement
- The Agent – to empower with insights & intelligence
- The Organization – to drive competitive advantage at lower cost
Our CX transformation capabilities support multiple industries and include customers like Fortune 100 Global Banks, Top 20 U.S. Banks, large Insurance providers and Travel/ Hospitality companies.
HOW WE TRANSFORM
Solutions
CX Transformation
- Interaction & Sentiment Analysis
- Feedback Management
- Journey Optimization
- Personalized Connections
Omnichannel Customer Service
- Digital-First
- Omnichannel recording & routing
- Voice biometrics
- Unified Channels
Workforce Transformation
- Quality Management
- Performance Management
- Workforce Management
- Mobility & Engagement
AI-Driven Smart Processes
- Robotic Automation
- Employee Attendant
- Desktop Analytics
HOW WE TRANSFORM
Our Services
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Digital Enablers
Omnichannel Contact Center
- Unified customer interactions across Voice (Inbound/ Outbound) & Digital channels (Web, email and social media)
- Omnichannel management: real-time and historical reporting, workforce management
Global Service Delivery
- From global locations, with dedicated Center of Excellence in the Philippines
- Six Sigma, Lean company-wide initiatives
- 24*7 certified locations with redundancy
Risk Management
- Certified: Information Security (ISO/IEC27001:2013), Quality (ISO 9001:2015), Business Continuity (ISO 22301:2012),
- Others: PCI DSS V3.2.1: SSAE 18 (SOC 1) & SOC 2 TYPE II, Regulation AB, HIPAA
Omnichannel Contact Center
- Unified customer interactions across Voice (Inbound/ Outbound) & Digital channels (Web, email and social media)
- Omnichannel management: real-time and historical reporting, workforce management
Global Service Delivery
- From global locations, with dedicated Center of Excellence in the Philippines
- Six Sigma, Lean company-wide initiatives
- 24*7 certified locations with redundancy
Risk Management
- Certified: Information Security (ISO/IEC27001:2013), Quality (ISO 9001:2015), Business Continuity (ISO 22301:2012),
- Others: PCI DSS V3.2.1: SSAE 18 (SOC 1) & SOC 2 TYPE II, Regulation AB, HIPAA
Customer Experience Solutions
Deliver a faster and intelligent customer experience with our Omnichannel Contact Center Solution.
WORD-OF-MOUTH
What our clients have to say
Coforge BPS has shown the ability to improve production standards and quality of work. The team has been responsive to our concerns.
VP, Leading Financial Services Provider
Fortune 500 company
