Cognizant Engaged by Volkswagen Group Ireland to Transform its Digital Customer Experience
Cognizant (Nasdaq: CTSH) has been selected by Volkswagen Group Ireland to transform its digital customer service landscape. The initiative involves re-engineering VWG Ireland's contact center into an omni-channel customer experience platform using Salesforce Service Cloud Voice and Amazon Connect. This modernization aims to unify customer service operations, reduce maintenance costs, and enhance efficiency. Cognizant will provide advanced insights into customer journeys to improve reporting and decision-making. This partnership marks a significant step in helping VWG Ireland meet evolving customer expectations in a rapidly changing automotive sector.
- Engagement with Volkswagen Group Ireland enhances Cognizant's presence in the automotive sector.
- The omni-channel platform aims to improve customer experience and operational efficiency.
- Cognizant's expertise in customer contact centers positions it favorably for future contracts.
- Dependence on major client contracts like Volkswagen could pose risks if the partnership falters.
Cognizant to integrate service cloud voice into one single omni-channel platform for enhanced and more personalized agent and customer experience
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 customer 360-degree view. Due to its siloed customer engagement processes and channels, VWG Ireland was also faced with a lack of customer insight and time-consuming manual customer data aggregation. As part of the agreement, Cognizant will implement a fully digital, cloud-based omni-channel CX platform to modernize customer engagements, as well as provide an easy-to-use, web-based, and unified user interface for the agents combining customer data, context, journeys and interaction channels.
Cognizant will also provide VWG Ireland with advanced insights into customer journeys and conversations. This is intended to improve reporting, advance business decisions, and drive next best actions to provide a personalized experience to customers and recommend next steps, services or products. In addition, Cognizant will work together with VWG Ireland for continuous improvement, feature enhancements and process innovation of the CX platform. The introduction of the CX platform allows for improved efficiencies for both end users and their supervisors, freeing up time for the provision of an optimized level of service to VWG Ireland's customers.
"The automotive industry has been transformed from the bottom up over the past decade, not least with the accelerated uptake of electric vehicles. In addition, customer expectations on service levels and how to engage with various organisations has also shifted, accelerated by the necessity of remote access, service provision and support during the pandemic," said
"Cognizant's mission is to transform OEMs, suppliers, dealers and automotive finance companies into modern enterprises. This program is a first-of-its-kind for Cognizant and
About
About Cognizant
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
Rashmi Vasisht | ||
View original content to download multimedia:https://www.prnewswire.com/news-releases/cognizant-engaged-by-volkswagen-group-ireland-to-transform-its-digital-customer-experience-301770213.html
SOURCE
FAQ
What is Cognizant's recent partnership with Volkswagen Group Ireland about?
Which technologies will Cognizant use for Volkswagen Group Ireland's customer service transformation?
How will the partnership impact Volkswagen Group Ireland's customer experience?
What is the stock symbol for Cognizant Technology Solutions?
When was the partnership between Cognizant and Volkswagen Group Ireland announced?
