Streamline your service, reduce maintenance costs and improve efficiency
Cognizant will redesign the current contact center platform of Volkswagen's Irish subsidiary to create an omnichannel customer experience (CX) platform, based on Salesforce, Service Cloud Voice and Amazon Connect.
![[Img # 52611]](https://empresaexterior.com/upload/images/05_2023/9792_transformacion-digital_cr.jpg)
Cognizant has been chosen by Volkswagen Group Ireland, a multinational automobile manufacturer based in Wolfsburg (Germany), to transform your digital customer service ecosystem. Cognizant will redesign the current customer service platform of Volkswagen's Irish subsidiary to create an omnichannel experience (CX) support, based on Salesforce, Service Cloud Voice and Amazon Connect.
With this contract, Volkswagen Group Ireland will unify the functionalities of your customer service center to streamline your service, reduce maintenance costs and improve efficiency. In addition, you will have a 360-degree holistic view of the client.
Existing processes and channels were siled, impeding user insight and forcing laborious manual data aggregation. As part of the agreement, Cognizant to implement fully digital omnichannel CX platform and cloud-based to modernize and digitize customer relationships. Additionally, provide a unified, web-based, easy-to-use user interface for agents that combines data, context, journeys, and interaction channels.
Cognizant will also provide Volkswagen Group Ireland with advanced insights into customer experience and conversations. This will help improve reporting, advance business decisions and drive better actions to provide them with a personalized experience and recommend next steps, services or products. Additionally, Cognizant will collaborate with Volkswagen Ireland on continuous improvement, feature expansion and process innovation. The introduction of the platform allows for improved efficiency for both end users and their supervisors, freeing up time for the provision of an optimized level of service to the Group's clients.
"In the last decade, the automobile industry has been transformed from the ground up“This is especially true with the accelerated adoption of electric vehicles. At the same time, customer expectations regarding service levels and how they interact with different organizations have also changed, accelerated by the need for remote access, service delivery, and support during the pandemic,” T notes.om Murphy, CIO of the Volkswagen Group in Ireland“In the automotive sector, in particular, there has been a shift in how customers want to communicate with us. To be able to engage 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 more effectively.”
"Cognizant's mission is to transform automotive OEMs, suppliers, dealerships, and finance companies into modern enterprises. This program is the first of its kind for Cognizant and Volkswagen, and it combines powerful capabilities CRM, digital and voice CX in the cloud“We are honored to have been selected by Volkswagen Ireland to support them in their customer journey transformation and ensure the company meets its customers’ expectations,” the statement reads. Rohit Gupta, Managing Director UK&I at Cognizant. "Our extensive experience, spanning over 15 years in managing and transforming customer contact centers for major global clients, combined with our proven methodologies, processes, and expertise in agile lead delivery, puts us in the best position to help the Volkswagen Group Ireland improve its customer experience."
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