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Cognizant will integrate cloud voice into a single omnichannel platform to enhance and personalize the agent and customer experience.
TEANECK, N.J., March 14, 2023 /PRNewswire/ -- Cognizant (Nasdaq: CTSH) today announced that it has been selected by Volkswagen Group Ireland (VWG Ireland), the Wolfsburg, Germany-based multinational automaker, to transform VWG Ireland's digital customer service landscape. Cognizant will redesign VWG Ireland's existing siled contact center platform into an omnichannel customer experience (CX) platform, based on Salesforce cloud voice service and Amazon Connect.
VWG Ireland needed to unify its legacy contact center functionalities and streamline its customer service to reduce maintenance costs and improve efficiency, while gaining a holistic 360-degree view of the customer. Due to its siled customer support channels and processes, VWG Ireland also faced a lack of customer insight and laborious manual aggregation of customer data. As part of the agreement, Cognizant will deploy a cloud-based, fully digital omnichannel CX platform to modernize customer relationships, as well as provide an agent-friendly, web-based, unified user interface that blends data of customers, context, journeys and channels of interaction.
Cognizant will also provide VWG Ireland with advanced insights into customer experiences and conversations. This is intended to improve reporting, advance business decision making, and drive next best actions to deliver a personalized customer experience and recommend next steps, services, or products. Additionally, Cognizant will collaborate with VWG Ireland on continuous improvement, feature enhancement and process innovation of the CX platform. The introduction of the CX platform enables efficiencies for both end-users and their supervisors to be improved, freeing up time to deliver an optimized level of service to VWG Ireland customers.
"The automotive industry has been transformed from top to bottom in the last decade, especially with the acceleration of the use of electric vehicles. In addition, customer expectations about service levels and the way they interact with different organizations also have changed, accelerated by the need for remote access, service delivery and support during the pandemic," said Tom Murphy, VWG Ireland's chief information officer. "In the automotive industry in particular, there has been a change in the way customers want to communicate with us. In order to interact with our customers in a more meaningful and direct way, we needed a trusted IT partner to help us in our mission to improve our systems and engage with our customer base in a more efficient manner."
"Cognizant's mission is to transform automotive OEMs, suppliers, dealers and finance companies into modern enterprises. This program is the first of its kind for Cognizant and Volkswagen, combining powerful CX capabilities of CRM, digital and voice in the cloud Therefore, we are honored to have been selected by Volkswagen Group Ireland to support it in its transformation of the customer journey to meet the expectations of its customers," said Rohit Gupta, Managing Director, UK
About Volkswagen Group IrelandVolkswagen Group Ireland (VWG Ireland), wholly owned by Volkswagen AG, is Ireland's largest automobile company with six leading brands: Volkswagen, Audi, ŠKODA, CUPRA, Seat and Volkswagen Commercial Vehicles. As a national sales company we work in partnership with almost 130 dealers across the Republic of Ireland. Volkswagen Group Ireland is the leader in battery electric vehicle sales in Ireland, with a combined BEV market share of 34%.
About Cognizant Cognizant (Nasdaq: CTSH) designs modern businesses. We help our clients modernize technology, reimagine processes, and transform experiences so they can stay ahead in a fast-changing world. Together, we're making everyday life better. See how at www.cognizant.com or @cognizant.
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