Contact Center Transformation

Merging experience, brand and contact center technology by supporting clients in creating consistent, scalable, frictionless omnichannel moments.

Trust lies at the heart of financial services. Your contact center is the voice of your firm – where customers bring their questions, their fears, their ambitions and ultimately, their loyalty. Here’s how to build a contact center that optimizes customer experience and drives business value.

Evolving customer expectations and a renewed focus on cost efficiency are pushing organizations to look differently at the roles and operations of contact centers.

Capgemini can help build an enhanced contact center experience for your customers identifying experience pain points and opportunities to gather strategically valuable data  across channels and banking platforms throughout the customer journey. We’ve been recognized by Forrester and Everest for our forward-focused strategy and for a wide range of services – across advisory, enablement, and execution. We’ll work together with you to design a contact center that drives impactful customer and agent experiences based on insights surfaced through human-centered design and behavioral science.

With our more than 20 years of experience working on contact center enhancement and expertise on leading technology platforms, we deliver successful projects within the financial services sector globally.

Learn how a people-focused approach combined with cloud, omnichannel, self-service, and advanced AI/cognitive capabilities will deliver value and revenue, and inspire trust with every interaction.

    Leader in Customer Expereince Strategy

    Forrester names Capgemini, under its frog brand, a ‘Leader’ in Customer Experience Strategy with data-powered CX transformations.

    ‘Leader of the Year’ in Banking and Financial Services

    Capgemini named a ‘Banking & Financial Services Leader of the Year’ by Everest Group’s PEAK Matrix Service Provider Awards for IT Services.

    Customer Experience

    Your customers are unique. Different needs, different expectations, different preferences.

      What we do

      Envision, build and measure to meet the changing needs and expectations of customers and businesses.

      Vision & Strategy

      • Articulate a clear picture of the future of your contact center, then define the steps and how you’ll be measuring progress.

      Business/Technology Enablement & Architecture

      • Drive both business requirements, and technical/architecture specifications as well as Voice User Interface (VUI) Designs.

      Reimagine Customer Journeys

      • Create as-is user journeys and design for future state (omnichannel, self-service, personalization, automation, collaboration, resolution follow-up)

      Value Tracking & Realization

      • Model and measure the success of your transformation against set targets to support purposeful steering and decision-making.

      Delivery Governance & QA

      • Deploy and apply rigorous program management tools and methods to ensure the transformation execution stays on track.

      Organizational Change Management

      • Drive change across your organization and secure a holistic, people-focused and collaborative approach to accelerate execution.

      Transformation Driver

      • Benefit from context and expertise (functional/industry/technical)
      Transform your bank for the future with a design that puts your customers’ experience front and center.


      • Organization-wide CX strategy designed to create the best possible experience across interactions
      • Defined “North Star”
      • Strategy and ambition based on deep understanding of customers, their behaviors, preferences and needs

      Inclusive design

      • Customer journey: Outside-in perspective that maps all interactions customers have with the company when purchasing products or receiving services
      • Co-creation: Customer involvement in design and development of products/services
      • Innovation with partners, or partnerships with companies in other sectors, to unlock new sources of value
      • Testing & development: Rapid, design-driven testing and development of solutions (PoC, prototyping, piloting, MVP)

      Unparalleled experiences

      • Omnichannel: Orchestration of seamless and consistent customer experiences across digital and human channels
      • Digital channel experience: Frictionless digital user experiences across all touchpoints of your customer journey
      • Next Best Action: Defining and providing next best actions at the right time across all touchpoints
      • Augmented employees: Digital tools enabling all employees to deliver excellent customer experiences
      • Customer Experience Hub: Central hub to define and ensure exemplary customer experiences across touchpoints
      Recent Capgemini Research Institute research on implementing a contactless customer experience finds that the customer of the future is more likely to use “touchless” solutions such as cashier-free checkouts, voice recognition, drone delivery, etc. What does this mean for the contact center, and how could these kinds of solutions be used to create touchless contact center operations?

      Intelligent automation for a frictionless contact center
      The right mix of self-help and automated agents improves the experience of customers, agents and the business.

      Our approach:

      • Strategy
        • Understand your automation maturity, strategy, and technology landscape to define the new target operating model
      • Opportunity
        • Uncover and approve automation opportunities with data-driven discovery at scale
      • Implementation
        • Deliver transformative intelligent automation projects with support from a global pool of experts
      • Support
        • Run your digital workforce and ensure operational processes are executed quickly and with quality
      The right fit of technology and data enablers.

      Your contact center can benefit from:

      • Contact Center as Service (CCaaS) Platforms + IVR + Routing
      • CRM
      • Conversational AI & Digital Platforms
      • Workforce Optimization (WFO) Platforms
      • Insights, Data, API, Analytics
      • Agent desktop & development
      • ChatGPT
      • Metaverse
      • Omnichannel
      • Customer experience management platforms
      • Dialer & Proactive Communication Platform
      • Customer Experience Hub

      The key with all contact center technologies is maintaining a people-first mindset. Identical technologies can lead to very different experiences, depending on how they’re deployed.

      Do your customers see your chatbot as an opportunity for immediate resolutions, or as an unwanted barrier to reaching a “real person”?

      Do they see the IVR to get the best help they need on the first try, or as a maze they need to navigate?

      Your contact center is the face of your company. Let’s show your customers who you are, and build loyalty with every interaction.

      Re-imagine the customer experience to achieve a frictionless omnichannel journey.

      • Strategy & Optimization Offering: business/technology assessments, benchmarking, CX maturity assessment, contact center consolidation or M&A, etc.
      • BPO and/or Workforce Management (WFM) BPO: manage your call center operations/customer service teams and technology or WFM team only
      • Data & Analytics

      Meet our experts

      Vinay Patel

      Senior Director, Contact Center Transformation Leader
      Banking and Capital Markets sector are focused on delivering a customer-centric contact center leveraging a customer experience hub to  optimally engage customers across interactions.

        Expert Perspectives

        Customer experience

        The metrics that matter

        Vinay Patel
        Apr 18, 2023

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