{"id":807639,"date":"2022-10-10T12:56:25","date_gmt":"2022-10-10T10:56:25","guid":{"rendered":"https:\/\/www.capgemini.com\/?page_id=812327"},"modified":"2025-03-05T04:45:06","modified_gmt":"2025-03-05T04:45:06","slug":"contact-center-transformation","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/","title":{"rendered":"Contact Center Transformation"},"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\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:44% 25%\" 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\">Contact Center Transformation<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/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\/de-de\/solutions\/contact-center-transformation\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"In neuem Fenster \u00f6ffnen\"><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\/de-de\/solutions\/contact-center-transformation\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"In neuem Fenster \u00f6ffnen\"><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\">Wir k\u00f6nnen Ihnen dabei helfen, ein nachhaltiges Contact Center der n\u00e4chsten Generation zu schaffen, das Ihre Strategie ver\u00e4ndert und ein echtes Omnichannel-Erlebnis erm\u00f6glicht. Planen, entwickeln und messen Sie differenzierte Kunden- und Mitarbeitererlebnisse f\u00fcr heute und morgen.<\/h2><p class=\"intro-para-content\">Die gestiegenen Kundenerwartungen und die erneute Fokussierung auf Kosteneffizienz zwingen Unternehmen dazu, die Aufgaben und den Betrieb von Contact Centern anders zu betrachten.<br><br>Capgemini kann Sie dabei unterst\u00fctzen, Ihren Kunden ein verbessertes Contact Center-Erlebnis zu bieten. Wir bieten ein breites Spektrum an Dienstleistungen &#8211; von der Strategie \u00fcber die Beratung bis hin zur Umsetzung &#8211; um Ihre Anforderungen zu erf\u00fcllen und mehr Wert und Umsatz zu generieren.<br><br>Wir nutzen Spitzentechnologien, die auf Cloud-, Omnichannel-, Self-Service- und fortschrittlichen KI- und kognitiven Funktionen basieren, um Sie dabei zu unterst\u00fctzen, wirkungsvolle Kunden- und Agentenerlebnisse zu schaffen.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit\"><div class=\"container\"><div><div class=\"content-title\"><h2 data-maxlength=\"72\" class=\"expandable-heading-tag\">Wie wir das machen<\/h2><\/div><p><\/p><\/div><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Contact Center Transformation<\/h4><\/div><div class=\"expander-subtitle\"><h5>Capgemini unterst\u00fctzt Sie dabei, Ihr Contact Center zu einem Erlebniszentrum umzugestalten, das Ihre Kunden in den Mittelpunkt stellt und gleichzeitig Ihre internen Abl\u00e4ufe umgestaltet.<\/h5><\/div><div class=\"expander-content\"><p>Unsere F\u00e4higkeiten erm\u00f6glichen es Ihnen:<\/p><ul class=\"box-list\"><li>Neugestaltung des Kundenerlebnisses, um eine reibungslose Omnichannel-Reise zu erreichen; wir f\u00fchren eine L\u00fcckenanalyse der aktuellen Kanalnutzung durch und identifizieren m\u00f6gliche Effizienzm\u00f6glichkeiten durch Konsolidierung oder Modernisierung<\/li><li>Verbesserung des Kundenerlebnisses durch die Bewertung von Effizienzpotenzialen und die Optimierung von End-to-End-Gesch\u00e4ftsprozessen<\/li><li>Optimierung der internen Abl\u00e4ufe und Entwicklung eines soliden Berichterstattungsrahmens zur Verfolgung und Messung wichtiger KPIs f\u00fcr alle Audits<\/li><li>Modernisieren Sie die Technologie und entwickeln Sie eine Architektur f\u00fcr eine innovative API-Integration, um eine kontinuierliche Entwicklung und eine nachhaltige Zukunft f\u00fcr Ihre Contact Center-Plattform zu gew\u00e4hrleisten.<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Contact-Center-as-a-Service (CCaaS): Migration in die Cloud<\/h4><\/div><div class=\"expander-subtitle\"><h5>Capgemini kann Sie dabei unterst\u00fctzen, Ihr Contact Center in die Cloud zu verlagern und dabei die Vorteile intelligenter Automatisierung und Personaloptimierung zu nutzen und gleichzeitig effiziente KI-Routing-Funktionen bereitzustellen.<\/h5><\/div><div class=\"expander-content\"><p>Die Verlagerung Ihrer lokalen Kontaktzentren in die Cloud kann Vorteile wie bessere Skalierbarkeit, Kosteneinsparungen und eine h\u00f6here Produktivit\u00e4t der Mitarbeiter mit sich bringen. Sie k\u00f6nnen auch eine einzige Kundenansicht \u00fcber mehrere Plattformen hinweg bereitstellen und so Supportfunktionen, Effizienz und Wartezeiten verbessern. Wir bieten:<\/p><ul class=\"box-list\"><li>Beratungsdienste, die den Kunden helfen zu verstehen, was CCaaS ist und wie es umgesetzt wird<\/li><li>Organisationsbewertung, Strategiefestlegung, Roadmapping und Entwicklung ma\u00dfgeschneiderter L\u00f6sungen<\/li><li>End-to-End CCaaS-Plattform-Setup unter Nutzung unseres umfangreichen Partnernetzwerks mit Genesys, Amazon Connect und NICE CXone<\/li><li>Servicebereitstellung f\u00fcr die Erstellung, Migration, Modernisierung und den Betrieb von Contact Center AI Routing\/WFM, automatisierter QA, Chatbots und Integrationen.<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Conversational AI, Verbesserung der Kunden-Agenten-Interaktion durch k\u00fcnstliche Intelligenz<\/h4><\/div><div class=\"expander-subtitle\"><h5>Revolutionieren Sie Ihre Contact Center-Services mit virtuellen Agenten, Agenteninteraktionen durch KI und erstklassigen Technologie-Tools.<\/h5><\/div><div class=\"expander-content\"><p>Mit unseren Angeboten Agent Assist und Conversational AI kann Capgemini dazu beitragen, die Effizienz deutlich zu steigern:<\/p><ul class=\"box-list\"><li>Implementierung von KI-Tools, die Konversationen \u00fcberwachen und proaktiv die n\u00e4chstbesten Aktionen auf der Grundlage der Absichtserkennung vorschlagen<\/li><li>Installieren Sie virtuelle Assistenten (mit Google CCAI, Kore.ai und Live Person, etc.) f\u00fcr Ihre Bankgesch\u00e4fte, um ein erster und effektiver Filter im Service zu sein<\/li><li>Verbesserung der F\u00e4higkeiten von Agenten, die zur L\u00f6sung von F\u00e4llen bef\u00e4higt sind<\/li><li>Bereitstellung einer Low-\/No-Code-Plattform mit \u00fcberlegenen Funktionen zur Verarbeitung nat\u00fcrlicher Sprache, um Kundenbed\u00fcrfnisse besser zu verstehen<\/li><li>Installieren Sie klassenbeste Funktionen, die bei der Identifizierung von mehreren Gespr\u00e4chspartnern, Small Talk, Storyboarding usw. helfen.<\/li><li>Eine reibungslose Integration von CRM-Systemen erm\u00f6glicht Unterst\u00fctzung in Echtzeit.<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Celonis f\u00fcr Contact Center<\/h4><\/div><div class=\"expander-subtitle\"><h5>Capgemini unterst\u00fctzt Sie beim Aufbau effizienter und reibungsloser Contact Center durch den Einsatz fortschrittlicher Analyse- und Betriebsfunktionen.<\/h5><\/div><div class=\"expander-content\"><p>Contact Center sitzen oft auf riesigen Datenbergen, die nicht effektiv genutzt werden. Capgemini verf\u00fcgt \u00fcber das Know-how, um Ihr Contact Center datengest\u00fctzt und effizient zu machen. Wir k\u00f6nnen:<\/p><ul class=\"box-list\"><li>Beseitigung von Ausf\u00fchrungsl\u00fccken bei schlechter Ticketweiterleitung durch intelligente Automatisierung von Workflows<\/li><li>Installieren Sie ML-Modelle, die die L\u00f6sungszeit von Vorf\u00e4llen vorhersagen und diese intelligent neu priorisieren, um das Verfehlen von SLAs zu vermeiden.<\/li><li>Analysieren Sie Gespr\u00e4chsaufzeichnungen, um die wichtigsten Faktoren f\u00fcr Anrufe und Probleme zu ermitteln, die f\u00fcr Investitionen genutzt werden k\u00f6nnen.<\/li><li>Implementierung und Skalierung von Process-Mining-Funktionen und Verankerung der Prozessanalyse in der DNA der Organisation<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Omnichannel-Orchestrierung und Hyper-Personalisierung<\/h4><\/div><div class=\"expander-content\"><p>Durch unsere Omnichannel-Orchestrierung und Hyper-Personalisierung bietet Capgemini:<\/p><ul class=\"box-list\"><li>Customer Experience Management-L\u00f6sungen zur Umsetzung Ihrer Kundenerlebnisstrategie bei allen Interaktionen<\/li><li>Omnichannel-Routing von Kundenanfragen \u00fcber verschiedene Servicekan\u00e4le<\/li><li>Echtzeit-Orchestrierung der Reise<\/li><li>Kundeneinblicke in Echtzeit durch KI-gest\u00fctzte Analysen, um das Kundenverhalten und die Kundenreise zu verstehen und Korrekturma\u00dfnahmen zu ergreifen.<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Metaverse Strategie-, Beratungs- und Technologieberatung<\/h4><\/div><div class=\"expander-subtitle\"><h5>Wir versetzen Unternehmen in die Lage, die Zukunft des Kundenengagements zu bewerten, zu gestalten und umzusetzen &#8211; im Metaverse.<\/h5><\/div><div class=\"expander-content\"><p>Die Technologie erm\u00f6glichte im Laufe der Zeit den \u00dcbergang vom traditionellen station\u00e4ren zum Online-Kundenservice, aber die Kunden erwarten nach wie vor pers\u00f6nliche Betreuung und Unterst\u00fctzung in Echtzeit, wenn sie wichtige finanzielle Entscheidungen treffen. Das Metaverse kann Ihnen genau das bieten: Es sorgt daf\u00fcr, dass die Kunden engagiert und vertrauensvoll bleiben. Starten Sie mit unseren Metaverse-Angeboten in den neuen Kanal f\u00fcr die Kundenbindung.<\/p><ul class=\"box-list\"><li>Analyse des Ist-Zustandes und Festlegung von Zukunftserwartungen auf der Grundlage einer Bedarfs- und F\u00e4higkeitsbewertung<\/li><li>Entwicklung von Strategien und Fahrpl\u00e4nen zur Bewertung, Sensibilisierung und Beratung in allen Fragen des Metaversums<\/li><li>Entwurf und Entwicklung von L\u00f6sungen f\u00fcr das Metaversum<\/li><li>Unterst\u00fctzung nach der Einf\u00fchrung und verwaltete Dienste<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-partners undefined section section--partners-small\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"partner-heading\">Partners<\/h2><\/div><div class=\"row\">\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/de-de\/unternehmen\/technologie-partner\/amazon-web-services\/\" class=\"partner-box-title\" aria-label=\"\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/aws.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-AWS.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/de-de\/unternehmen\/technologie-partner\/google-cloud\/\" class=\"partner-box-title\" aria-label=\"\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/05\/lockup_GoogleCloud_FullColor.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-GoogleCloud.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/de-de\/unternehmen\/technologie-partner\/microsoft\/\" class=\"partner-box-title\" aria-label=\"\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/microsoft.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-microsoft.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/de-de\/unternehmen\/technologie-partner\/salesforce\/\" class=\"partner-box-title\" aria-label=\"\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/salesforce.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-salesforce.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n<\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":33,"featured_media":807641,"parent":743171,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"17a7129e-6a1f-4b16-a15a-fb5621c1bc8d\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"f265003f-0057-4109-83ef-a9c1ef8391e4\",\"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":true,"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":[287],"content-group":[],"class_list":["post-807639","page","type-page","status-publish","has-post-thumbnail","hentry","page-type-solutions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Center Transformation - Capgemini<\/title>\n<meta name=\"description\" content=\"Contact Center Transformation - Der Schl\u00fcssel zu einer Strategie, die ein echtes Omnichannel-Erlebnis erm\u00f6glicht.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Center Transformation - Capgemini\" \/>\n<meta property=\"og:description\" content=\"Contact Center Transformation - Der Schl\u00fcssel zu einer Strategie, die ein echtes Omnichannel-Erlebnis erm\u00f6glicht.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-05T04:45:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2025\/10\/New-Web-preview-global.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/\",\"url\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/\",\"name\":\"Contact Center Transformation - Capgemini\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/de-de\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg\",\"datePublished\":\"2022-10-10T10:56:25+00:00\",\"dateModified\":\"2025-03-05T04:45:06+00:00\",\"description\":\"Contact Center Transformation - Der Schl\u00fcssel zu einer Strategie, die ein echtes Omnichannel-Erlebnis erm\u00f6glicht.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#breadcrumb\"},\"inLanguage\":\"de-DE\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"de-DE\",\"@id\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#primaryimage\",\"url\":\"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg\",\"contentUrl\":\"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg\",\"width\":2880,\"height\":1800},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Solutions\",\"item\":\"https:\/\/www.capgemini.com\/de-de\/solutions\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Contact Center Transformation\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/de-de\/#website\",\"url\":\"https:\/\/www.capgemini.com\/de-de\/\",\"name\":\"Capgemini Deutschland\",\"description\":\"Make it real\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/de-de\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"de-DE\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Contact Center Transformation - Capgemini","description":"Contact Center Transformation - Der Schl\u00fcssel zu einer Strategie, die ein echtes Omnichannel-Erlebnis erm\u00f6glicht.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/","og_locale":"de_DE","og_type":"article","og_title":"Contact Center Transformation - Capgemini","og_description":"Contact Center Transformation - Der Schl\u00fcssel zu einer Strategie, die ein echtes Omnichannel-Erlebnis erm\u00f6glicht.","og_url":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/","og_site_name":"Capgemini","article_modified_time":"2025-03-05T04:45:06+00:00","og_image":[{"width":1200,"height":627,"url":"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2025\/10\/New-Web-preview-global.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/","url":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/","name":"Contact Center Transformation - Capgemini","isPartOf":{"@id":"https:\/\/www.capgemini.com\/de-de\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#primaryimage"},"image":{"@id":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#primaryimage"},"thumbnailUrl":"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg","datePublished":"2022-10-10T10:56:25+00:00","dateModified":"2025-03-05T04:45:06+00:00","description":"Contact Center Transformation - Der Schl\u00fcssel zu einer Strategie, die ein echtes Omnichannel-Erlebnis erm\u00f6glicht.","breadcrumb":{"@id":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#breadcrumb"},"inLanguage":"de-DE","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/"]}]},{"@type":"ImageObject","inLanguage":"de-DE","@id":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#primaryimage","url":"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg","contentUrl":"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg","width":2880,"height":1800},{"@type":"BreadcrumbList","@id":"https:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Solutions","item":"https:\/\/www.capgemini.com\/de-de\/solutions\/"},{"@type":"ListItem","position":2,"name":"Contact Center Transformation"}]},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/de-de\/#website","url":"https:\/\/www.capgemini.com\/de-de\/","name":"Capgemini Deutschland","description":"Make it real","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/de-de\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"de-DE"}]}},"brand_term":[],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/de-de\/solutions\/contact-center-transformation\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"WebPage","headline":"Contact Center Transformation","url":"http:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/","mainEntityOfPage":{"@type":"WebPage","@id":"http:\/\/www.capgemini.com\/de-de\/solutions\/contact-center-transformation\/"},"thumbnailUrl":"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=150&h=150&crop=1","image":{"@type":"ImageObject","url":"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg"},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini","logo":""},"keywords":[],"dateCreated":"2022-10-10T10:56:25Z","datePublished":"2022-10-10T10:56:25Z","dateModified":"2025-03-05T04:45:06Z"},"rendered":"<script type=\"application\/ld+json\" class=\"wp-parsely-metadata\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"WebPage\",\"headline\":\"Contact Center Transformation\",\"url\":\"http:\\\/\\\/www.capgemini.com\\\/de-de\\\/solutions\\\/contact-center-transformation\\\/\",\"mainEntityOfPage\":{\"@type\":\"WebPage\",\"@id\":\"http:\\\/\\\/www.capgemini.com\\\/de-de\\\/solutions\\\/contact-center-transformation\\\/\"},\"thumbnailUrl\":\"https:\\\/\\\/www.capgemini.com\\\/de-de\\\/wp-content\\\/uploads\\\/sites\\\/8\\\/2022\\\/10\\\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=150&h=150&crop=1\",\"image\":{\"@type\":\"ImageObject\",\"url\":\"https:\\\/\\\/www.capgemini.com\\\/de-de\\\/wp-content\\\/uploads\\\/sites\\\/8\\\/2022\\\/10\\\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg\"},\"articleSection\":\"Uncategorized\",\"author\":[],\"creator\":[],\"publisher\":{\"@type\":\"Organization\",\"name\":\"Capgemini\",\"logo\":\"\"},\"keywords\":[],\"dateCreated\":\"2022-10-10T10:56:25Z\",\"datePublished\":\"2022-10-10T10:56:25Z\",\"dateModified\":\"2025-03-05T04:45:06Z\"}<\/script>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/de-de\/wp-content\/uploads\/sites\/8\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg","featured_image_alt":"","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini","distributor_original_site_url":"https:\/\/www.capgemini.com\/de-de","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/pages\/807639","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/users\/33"}],"replies":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/comments?post=807639"}],"version-history":[{"count":12,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/pages\/807639\/revisions"}],"predecessor-version":[{"id":875682,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/pages\/807639\/revisions\/875682"}],"up":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/pages\/743171"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/media\/807641"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/media?parent=807639"}],"wp:term":[{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/brand?post=807639"},{"taxonomy":"partner_type","embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/partner_type?post=807639"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/service?post=807639"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/industry?post=807639"},{"taxonomy":"partners","embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/partners?post=807639"},{"taxonomy":"page-type","embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/page-type?post=807639"},{"taxonomy":"content-group","embeddable":true,"href":"https:\/\/www.capgemini.com\/de-de\/wp-json\/wp\/v2\/content-group?post=807639"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}