Digital Contact Center Solutions (DCS): PwC

Today, contact and service centers are at the forefront of digital innovation. As the customer experience (CX) core of companies, they face immense pressure to enhance stakeholder experiences. By combining the strengths of live agents and artificial intelligence (AI), you can reduce service costs while simultaneously improving the overall experience.

The path forward requires a redefinition of the entire operating model – a holistic orchestration of people, process and technology capabilities, beyond just the contact center.

With our Digital Contact Solutions, we can help you develop, implement, and operationalize a contact strategy that enhances customer, employee, and stakeholder interactions at every stage of the contact journey.

Capabilities to help drive your strategy forward

PwC helps refine and develop transformation roadmaps, deploy new global operating models, improve quality and workforce management, and design and deploy conversational agents. We also offer experience in technology selection, design, and implementation, including CCaaS, CRM, and knowledge management.

How PwC can help

Whether you are just considering enhancing your contact center capability, ready to embark on a transformation journey or already on your transformation journey, we can help. We have the people, frameworks, methodologies and solutions to help expedite your transformation journey and benefit realization.

Contact Center Strategy and Diagnostic
Service Delivery Model Design
Agile Operating Model Design
Data and Analytics
Conversational AI channels and Agent Assist

Contact Center Strategy and Diagnostic

Holistic assessment of contact center operations to help define future state strategy and the required capabilities, define and prioritize the initiatives, and develop the transformation roadmap with the associated business case.

Service Delivery Model Design

Conduct a deeper analysis of customer and intents against the skills required to handle them to design and operationalize a new service delivery model that can help drive standardization while allowing for business-justified specialization, including outsourcing and offshoring considerations.

Agile Operating Model Design

Design and deployment of an agile operating model to more effectively support business growth, including location rationalization, organization consolidation or divestitures, and agile IT delivery model design.

Data and Analytics

Definition, design and execution of a holistic analytics capability to enable proactive and personalized service and better business insights for more informed decision making – including, but not limited to, predictive and intent analytics, contact analytics, channel performance analytics, digitization analytics, next-best action modeling, speech analytics, and contacts data platform selection.

Conversational AI channels and Agent Assist

Omni-channel design and execution, leveraging conversational and Generative AI to personalize customer responses more effectively across voice and non-voice digital channels. This includes strategy, vendor selection, interactive voice response (IVR) and channel design and deployment of customer facing as well as agent facing solutions.

Enhancing stakeholder interactions across the overall contact journey

Digital Contact Solutions has the capability to help create and execute a plan that can revolutionize the way stakeholders interact by utilizing a unified data system to provide valuable insights for your CX core. By utilizing advanced technologies such as AI, machine learning (ML), and generative AI (GenAI), we can assist in improving customer satisfaction and lifetime value, empowering agents to deliver exceptional experiences, boosting employee satisfaction, and ultimately reducing operational costs while uncovering new revenue opportunities.

Outbound orchestration

Reduce the number of communications customers receive while helping improve the contact success rate and decrease operational overhead.
Orchestrate across channels, frequency, and timing using AI propensity modeling.

Predictive analytics

Tailor customer interactions by helping identify triggers and preferences based on historical customer contact data.
Identify key indicators and deep insights for when and why customers reach out to help streamline inbound communications and improve proactive outbound outreach, improving the overall performance of your contact centers.

Conversational AI

Helps resolve customer questions or needs through conversational channels, such as interactive voice response (IVR), Chatbot, or SMS, improving CX so they can free up agents to focus on more complex problems.
Rather than traditional “menu-based” approaches to customer service, use natural language processing and connections to broader enterprise data fabric to help develop self-service solutions.

Intelligent agent assist

Reduce agent handle times, helps increase speed to proficiency, and improve resolution rates using AI automation or augmentation along with a simplified agent experience.
Put agents in a position to succeed through workforce and task enhancements modeling as well as intelligent contact routing. Guide customer and agent interactions by automating processes and augmenting interactions based on knowledge articles, industry-leading recommendations, and sentiment analysis.

Agent analytics and automation

Reduce the time agents spend on manually logging calls or performing follow-up actions like case creation, so they can be freed up to deliver more personalized and empathetic customer experiences.
Helping establish a more effective follow-through of customer interactions by leveraging AI to help automate and analyze call summaries, transcriptions, questions and answers (Q&A) and next-steps documentation.