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Please visit the COVID-19 response page for resources and advice on managing through the crisis today and beyond.

Enhance the Customer Experience

Grow revenues
with service that 
exceeds expectations

Transform customer service into a superior user experience—and drive new value from your contact center with Cognizant Digital Customer Service.

The digital revolution has redefined customer expectations. Customers expect you to recognize them, have an accurate view of their history, and understand or even anticipate their current and future needs.

Today’s contact centers need to transform the services they deliver, and those that do will thrive. In fact, 86% of customers are willing to pay more for great customer service. In contrast, companies that fail will experience significant setbacks, as customers race without hesitation to those providing the best experiences.

Cognizant Digital Customer Service creates and manages next generation service capabilities that open new revenue-generating opportunities. From analytics that decode customer attitudes in real time to robotic process automation and AI that make self-service effortless, we’ll help optimize your customer experiences with a flexible, modern and cost-effective approach.

With Cognizant Digital Customer Service you can:

  • Accelerate customer experience transformation.
  • Improve average revenue per customer through cross-selling and upselling.
  • Enhance brand reputation and improve customer loyalty and retention.
  • Optimize contact center personnel and improve productivity to reduce operating costs.
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Power Customer Service Operations with Smart Interaction Centers

Cognizant and Forrester combined forces to create a framework for how to embrace continuous improvement for customer service. The result of our research: a proven strategy for enabling smart operations to solidify the customer service foundation, enabling customer loyalty and a robust competitive advantage.

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Introduce Bots and Automation
Design, implement and accelerate the introduction of digital agents into your contact center. Achieve call elimination, channel deflection, biometric authentication and digital self-service.
Improve Agent Productivity
Improve agent efficiency and effectiveness, both in assisting customers and in upselling and cross-selling to generate more value.
Boost Quality and Compliance
Gain 100% quality assurance with improved insights into customer satisfaction and sentiment. Reduce churn and cut the cost of regulatory compliance.
Combine Human and Virtual Agents
Build and manage the contact center workforce of the future that seamlessly blends virtual and human agents in real time across multiple channels.
Integrate Platforms
Consolidate workforce management platforms, analytics and AI with Cognizant’s process expertise. Deliver multiskilled forecasting, schedule optimization, and advanced agent adherence reporting.
Scale for the Future
Reduce costs of licenses, infrastructure and hardware with business process as-a-service delivery and pricing models. Scale easily to increase resources during peak periods.

200,000

accounts moved to online, paperless billing, reducing costs.

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OUR PERSPECTIVES

PERSPECTIVES
Managing Contact Centers Through COVID-19...

When global lockdowns and stay-at-home orders due to...

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PERSPECTIVES
Five Customer Experience Mistakes That...

Consumer expectations for simple, intelligent and empathetic...

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PERSPECTIVES
Five Steps to Creating Rock-Star Customer...

The best customer service can’t be improvised. Great service...

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LEADERSHIP

Robert Jimenez

Vice President
Cognizant Digital Operations

BIOGRAPHY

TAKE THE FIRST STEP

Serving customers by looking forward as well as back is a big promise, but the power of today’s new digital capabilities is vast and growing.

Let’s talk about how digital can work for your business.

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