Find out how integrated multi-channel customer services deliver superior customer engagement and improved productivity.

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Executive summary
INTELLIGENT MULTI-CHANNEL CUSTOMER SERVICES
CUT COSTS AND BOOST CUSTOMER LOYALTY
Industry
challenges
 Customers demand superior and consistent engagements across channels
 Untenable cost structures: escalating IT costs, poor sales productivity
 Increasing volumes of structured and unstructured data
Genpact
solution
Genpact’s Lean DigitalSM approach re-architects across front, middle and back office
through digital technologies, design thinking and lean principles
 Proprietary SEPSM framework: granular view of processes and key process drivers
 Data-to-insights-to-actionSM: industry KPIs, pre-built data marts, channel
optimization, predictive analytics and social media reporting enable smarter
interactions
 Digital integration and omni-channel support through machine learning, natural
language processing, cognitive computing, robotics
Potential
impact
 5-10% reduction in cost year-on-year, 3-5% better customer satisfaction per year
 6-8% better cross/up sell