Next Generation Customer Care
Modernizing experiences and driving outcomes end-to-end with Salesforce customer care technology
Many organizations struggle to fully capitalize on advancing contact center technology because of the many technology options and approaches. In response, Concentrix has built upon its longstanding partnership with Salesforce to introduce our Next Generation Customer Care (NGCC) solution, combining leading cloud contact center and Salesforce technologies, all backed by our outcome-driven managed service. Ready to transition to next-gen customer care?
Orchestrating the Next Gen CX with Salesforce Agentforce
As an Agentforce enablement partner, Concentrix can help you scale your workforce on demand so advisors can focus on higher-touch, higher-value, and more strategic outcomes. With our expertise, we can help you implement and operationalize Agentforce to drive revenue and cost efficiencies across your most critical CX interactions.
One comprehensive, outcome-driven solution
With our unique accelerators and generative AI frameworks, NGCC fine-tunes how your customer operations team, processes, and platforms work together to drive performance. It’s offered through a value-based commercial model, whether as part of an outsourced or a separate managed service, tailored to your business goals.
People: Optimize customer-advisor interactions with rich insights, efficient routing, and personalized content.
Process: Streamline support processes with enhanced data, integration, and automated activities.
Platform: Consolidate your CX ecosystem to access customer data efficiently, reduce TCO, and enhance business outcomes.
Performance: Drive tech transformation and CX innovation to reduce costs and grow revenue.
Maximize the value of every interaction
Experience seamless connectivity and personalized journeys, ensuring every interaction adds value through next-generation customer care.
See how next gen care can enhance your business
End-to-end approach and services
As your next-gen care partner, we provide unmatched consulting and implementation services for key Salesforce solutions including Agentforce, Data Cloud, and Service Cloud. We deliver one integrated ecosystem, leveraging AI to empower advisors and delight customers—all backed by our unmatched global expertise in delivering CX operations and outcomes for Fortune 500 brands.
Business Transformation & Optimization
Support your objectives with high performing business practices and operating models augmented by the power of technology.Human-Centered Design
Shape strategies and experiences based on insights about the people you serve, the context of their engagement, and deep understanding of your challenges and opportunities.Customer Journey & Engagement
Create effortless customer journeys and touchpoint experiences, with value and desired outcomes, optimized for every interaction.Systems Integration
Connect your systems and data sources, adding valuable context to drive performance, enhancing both self-service and advisor-assisted experiences.End-to-End Salesforce Services
Leverage Salesforce Cloud and Einstein AI to create one connected ecosystem empowering advisors and delighting customers, tuned to your scale and business needs.Collaborative Strategic Planning
Plan your future success with a transformational roadmap that continually evolves to adapt to changing market dynamics and emerging opportunities.Outcome-Driven Managed Services
At the heart of NGCC is our commitment to outcomes. Our outcome-based pricing model aligns our success with yours, ensuring we’re fully invested in achieving your desired results.
Our customer care technology and operations expertise drive performance-based outcomes.
Featured Insight
Next-Gen Customer Care: A New Model for Your Customer Engagement Strategy
Connect people, processes, and platforms under one cohesive ecosystem for a more agile, balanced approach to customer engagement.
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