{"id":566753,"date":"2022-09-06T09:57:58","date_gmt":"2022-09-06T09:57:58","guid":{"rendered":"https:\/\/www.capgemini.com\/?page_id=648776"},"modified":"2025-04-03T06:06:20","modified_gmt":"2025-04-03T10:06:20","slug":"next-generation-contact-center","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/ca-en\/solutions\/next-generation-contact-center\/","title":{"rendered":"Next generation contact center"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Solution<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Next generation contact center<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Next-Generation-Contact-Center.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download report<\/span><span class=\"type\">283 KB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ca-en\/solutions\/next-generation-contact-center\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ca-en\/solutions\/next-generation-contact-center\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Drive customer engagement and business outcomes at the same time<\/h2><p class=\"intro-para-content\">In a highly competitive environment, contact centers need to embody the brand experience while driving customer engagement and contributing to business results. Contact centers also need to manage the explosion of interactions on a growing number of channels. At the same time, they seek operational excellence while optimizing resource allocation and maintaining the required level of service.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>We help you build the foundations of a Next Generation Contact Center that captures and understands your customers\u2019 feedback and sentiments in real time. It also enables you to deliver efficient, accurate, and personalized case resolutions while ensuring customer satisfaction and providing opportunities to push up and cross-sell. The next-gen contact center empowers you with qualification and smart routing, workforce optimization, augmented agents, outbound Interaction management, and outsourcing management.<\/p>\n\n\n\n<p>For more information regarding the offer and related value proposition, contact:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Julien-Leblois_Capgemini.png?w=256\" alt=\"Julien\" class=\"wp-image-493661\"\/><\/figure>\n\n\n\n<p><a href=\"mailto:julien.leblois@capgemini.com\">Julien LEBLOIS<\/a>, Global Offer Lead, Service &amp; Sales, Capgemini Customer Experience<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h3 data-maxlength=\"34\">Our experts<\/h3><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\n\n<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":151,"featured_media":0,"parent":584467,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"bb02999a-c9a3-4a4d-b6f4-9cd457b38a6c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","footnotes":"","featured_focal_points":"","partner_card_description":"","gsap_animation":0},"brand":[],"partner_type":[],"service":[],"industry":[],"partners":[],"page-type":[226],"content-group":[],"class_list":["post-566753","page","type-page","status-publish","hentry","page-type-solutions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - 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