Customer Engagement Hub

The untapped potential of your contact centres

Is your contact centre meeting customer expectations today?

The potential of your contact centre remains untapped today

A best-in-class service experience requires customer engagement to evolve from today’s monologue to a hyper-personalised dialogue of tomorrow. By solely focusing on costs and operational efficiency, many contact centres today are missing out on opportunities to drive revenue and customer experience.

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Customer Engagement Hub

Customer Engagement Hub

A customer engagement hub unlocks the full potential of your contact centres by integrating them into a seamless customer journey.

Data-driven cross-sell and up-sell opportunities

Agents are empowered by data and emerging technologies to engage customers on personalised cross-sell and up-sell opportunities.

Improved service experience through customer-centric key performance indicators

Transforming your call centre KPIs from traditional ones, such as average handling time, into customer-centric ones, such as first contact resolution rates, will result in customers being prioritised.

Seamless omnichannel service experience

Achieve a 360-degree customer view with a customisable end-to-end omnichannel servicing experience through cloud-based solutions.

How it works

How can this be achieved?

Transforming your contact centre customer experience from a monologue to dialogue.
Using data to digitally empower your customer care agents to enhance their understanding of customers.
Automating components of your customer service with artificial intelligence to resolve queries in the shortest time possible.
Creating a clear 360-degree customer view with deep customer analytics and insights.

Your fit-for-purpose, cloud-enabled Customer Engagement Hub can be ready in a matter of weeks.

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Contact us

Eugene Macey

Eugene Macey

Front Office Transformation Leader, South East Asia Consulting, PwC Singapore

Tel: +65 8125 1178

Shalindra Soysa

Shalindra Soysa

Director, South East Asia Consulting, PwC Singapore

Tel: +65 8389 6711