Volkswagen Ireland has selected Cognizant to re-engineer existing siloed contact center platform into an omni-channel customer experience (CX) platform, based on Salesforce service cloud voice and Amazon Connect.
Volkswagen Ireland aims 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.
Volkswagen Ireland had lack of customer insight and time-consuming manual customer data aggregation due to its siloed customer engagement processes and channels.
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 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.
Tom Murphy, CIO of Volkswagen Ireland, said: “The car industry has seen a shift in how customers wish to communicate with us. To be able to interact with our customers in a more meaningful and direct manner, we needed a trusted IT partner to help us in our mission to improve our systems and engage with our customer base more efficiently.”