Customer Service & Call Centers

Edgewater Technology’s Customer Service solutions streamline business processes while providing automated services.  By implementing Customer Service solutions, organizations are leveraging tools and techniques that will differentiate themselves from their competitors.

Organizations focused on Customer Service are faced with many challenges including:

• Reducing administrative costs;
• Implementing customer self-service options;
• Maintaining corporate standards given multiple distribution channels; and
• Meeting the needs of savvy consumers who demand better service. 

Edgewater’s solutions can provide these benefits for the following areas:

Transform Call Centers:

• Maximize cross-selling opportunities with increased visibility into updated customer information;
• Overcome labor-intensive processing by providing content automation solutions that increase productivity and reduce costs;
• Reduce training time, increase staff retention and shorten call times by providing a single view for Customer Service Representatives (CSRs);
• Empower customers through self-service options and reduce costs by off-loading call center demands.
• Increase profits and streamline business processes by integrating disparate systems and lowering cost of ownership.

Optimize Resource Usage:

• Respond to customer requests in a timely manner;
• Create consistent branding across all channels of customer communication;
• Decrease dependency upon temporary staff to satisfy insurance regulatory requirements;
• Provide CSRs with easy access to customer records.