Concentrix Creates Voice of the Customer Essentials Platform to Transform Customer Interactions
February 09, 2021 at 08:05 am EST
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Concentrix announced the launch of VOC Essentials, a rapidly deployable and cost-effective solution that combines industry-leading software-as-a-service technology with preconfigured customer engagement best practices, enabling businesses to measure their customers’ experience and take action to delight them. Drawing on experience from working with hundreds of the world’s biggest brands, Concentrix created VOC Essentials to provide businesses with access to real-time, actionable insights that reduce customer support time, decrease repeat contacts, and boost staff engagement. The platform also accelerates positive outcomes that are driven by customer feedback to increase customer loyalty, improve experience delivery, enhance brand perception, and lower operational costs. Specifically, VOC Essentials optimizes CX for financial services, telecom, automotive, retail, and other industries by focusing on the following key areas: Open-end analysis provides remediation strategies for retaining at-risk customers. AI-powered text analytics isolate contact drivers to decrease escalation. A closed loop system tracks root causes to preempt the need for repeat contacts. Real-time CX feeds help identify recurring issues to enable higher first-contact resolution and limit churn. Real-time reporting produces action-oriented recommendations to empower employees for faster issue resolution. The VOC Essentials package includes software, best practice configurations, turnkey deployment, and enablement materials that fully leverage the power of ConcentrixCX. It also features leading survey technology, live-time reporting, customer alerts, case management tools, satisfaction metrics, and text analytics all designed to optimize customer engagement and experiences.
Concentrix Corporation is a global provider of customer experience (CX) solutions and technology. The Company provides end-to-end capabilities, including CX process optimization, technology innovation, front- and back-office automation, analytics and business transformation. Its customer lifecycle management solutions include services such as customer care, sales support and digital marketing. It also provides complementary services, including CX/user experience (UX) strategy and design, digital transformation, and voice of the customer (VOC) and analytics. Its CX/UX strategy and design solutions, including CX strategy, data-driven user design, journey mapping, and multi-platform engineering. Its digital transformation solutions include services such as robotic process automation and cognitive automation and mobile app development. ConcentrixCX, its VOC solutions platform, helps turn customer feedback into actionable insights. It operates under the trade name Concentrix + Webhelp.