Our spectrum of data extracting, cleansing and storage services allow you to leverage it for analysis and reporting. Our consultants help you design and build a data warehouse to consolidate/integrate structured and unstructured data. Create a single view of the customer. Use automated reporting, alerts, dashboards and other easy-to-use visual representations of data to identify trends, track KPIs and act on opportunities quickly.
Analyze customer behavior data to maximize marketing campaign effectiveness with insights into customer preferences and buying patterns. Drive social media actions with dynamic social analytics. Use explanatory analytics to understand correlations between key campaign decisions and sales conversion. Improve personalization and offers with our real-time Next Best Action analytics. Utilize loyalty analytics for insights into your customer engagement strategies to drive ROI.
Our consultants and data scientists design engagement strategies that help you stay ahead of the competition. Attack customer churn by identifying those that are at risk of defection and get to the root cause. Empower contact centers with our speech analytics tools and monitor customer interactions. Share process/advisor level insights to drive FCR. Identify customer dissatisfaction causes with our NPS analytics, so that you address them quickly.
Optimize customer engagement by leveraging revenue generation/upsell conversion analytics or FCR analytics at various inbound customer touch points to create efficiencies. Use our outbound campaign analytics to upgrade your renewal or collections rates, or to drive effective loyalty programs. Identify process gaps/delays in front, middle and back office functions with our Voice of the Process analytics and consulting services.
Today’s multi-channel digital ecosystem requires you to rethink how you collect, measure, and analyze data across all channels. Determine who, why, and how customers are interacting with you digitally. Integrate digital analytics into your decision-making for optimized channel management and IVR routing. Or to drive better quality traffic to your websites, and enhance conversions with Web design and search engine optimization. Leverage social media analytics to mine brand-relevant social conversations.
The unique combination of Concentrix’ Fraud Control Unit and operational and collections analytics (e.g., Parameter Estimation and Benefit Modeling) helps you manage credit portfolio risk. Optimize offers, meet regulatory requirements and enhance collection. Our persistency analytics help insurer clients retain customers and drive premium collection. We help healthcare payers control claims leakage by identifying causes of erroneous payments. Our wellness and disease management analytics proactively identifies and stratifies the health risks of member populations to minimize medical loss ratios and improve care outcomes.
ConcentrixCX is a different kind of SaaS platform. Our Voice of the Customer software gathers feedback across the journey and puts it directly in the hands of your people. It powers smarter, faster decision making to improve the experiences and relationships customers have with your brand. But, we know software alone doesn’t cut it. Our VOC solution marries software with outcome-focused consulting and support to drive the results you’re looking for.
Customer Experience has now become an essential differentiator and a must have for leading organizations to grow and lead in their market. Analytics and data form the cornerstone for understanding how to improve and act on Customer Experience Data. The ability to take leadership for CX results, and build a business model around CX success separates top performers from the rest of the pack. Concentrix accelerates the necessary business approaches that allow businesses to adapt quickly to this new sense of CX ownership. We combine a deep understanding of the customer relationship, technology expertise and experience managing business transformations in a broad range of industries that help clients meet their dual mandate of world-class customer experience and optimizing bottom-line performance.
Quickly zero in on a product, service or CX issues with primary research studies tailored to your unique requirements. Uncover customer motivations, enhance product portfolios and build a competitive advantage with qualitative and quantitative insights. Our patented linkage analysis connects disparate data to uncover relationships and root causes. Using predictive analytics techniques, we help clients isolate outcomes and enable action so teams have proof of strategic direction and quantified impact.
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Identify valuable customer patterns and insights from enterprise data to design better customer engagement strategies. Differentiate between noise and feedback with our Voice of the Customer analytics. Leverage our Contact to Close tool to empower advisors with real-time customer context (and recommendations for what to offer them) and our real-time, Next Best Action analytics to drive relevance and personalization. You can also identify and address claims leakages in time.
Customers use multiple channels to engage with your brand. Ensure their experience on each channel is consistent by integrating the business with our omni-channel solutions. Integrate channels like chat, email, mobile, Web, and social within a single console for a complete 360-degree view picture of the customer and contextualize it with real-time/predictive analytics.
Improve efficiencies by leveraging our EDGE (Engineered Design for Global Excellence) methodology and advisor/contact center productivity tools. Re-energize workforce management to identify saving opportunities, optimize contacts (deflection, routing, etc.) or enhance front-/back-office productive output with robotic process automation. Replace manual touch points with workflows, automated triggers and standardize output for efficiency.
Drive better customer engagement and vitalize revenue channels with our scalable, Cloud contact center. Our Work@HomeTM solution lets you flex operations without adding to your infrastructure costs. Concentrix provides several industry-specific platforms too, like GIASTM for the insurance industry and TradeFreeTM Core, TradeFreeTM Portal, and FactorinTM for commercial banking to automate and drive transaction processing.
Leverage our IT capabilities to build customized applications and integrate them with your existing systems or to drive your digital strategy. We provide a full range of services in application development and management (ADM), outsourced product development, mobility enablement, IT and security consulting, and advanced analytics technology implementations.
Create a consistent, personalized customer experience across all channels that reduces effort, inspires loyalty, and increases lifetime value. Concentrix Omnichannel solutions provide you powerful, proven capabilities, best practices, and tools to design, manage and optimize interactions across all touch points in your customer’s journey.
Companies are increasingly vulnerable to targeted cross-channel attacks by fraudsters, and regulatory non-compliance is becoming more costly. Concentrix Fraud and Compliance Solutions help you proactively address these challenges, protect your brand, and give your customers the peace of mind they deserve.
Advances in technology and increased adoption of digital virtual assistants are changing the way customers and brands interact, whether via web, social, mobile, or voice call. Concentrix Virtual Assistant solutions allow your customers to text or say what they need in their own words and complete tasks at their convenience, without the need for human intervention.
Do you struggle to give your customers a consistently superior experience across all the ways they choose to interact with your business? Concentrix can help you solve this challenge with solutions that deliver real-time context and personalization across all channels.