A customer service organization built for the future
CGI’s Intelligent Call Center solution helps your customer service team supercharge their productivity with trusted AI on the Salesforce platform with Einstein 1. The solution supports incoming calls by presenting key insights to the customer service team using predictive AI that informs your entire business, helping you serve your customers better than ever.
- Personalized service advisors – Generate account status, usage summary, case status, and other service responses in plain language for live agents and chatbots.
- Omnichannel support – Connect with customers on their channel of choice through case management, chat, phone, etc.
- Reduced support interaction time – Increase operational efficiency and reduce your support costs.
- Increased retention rates – Proactive outreach and personalized service will increase customer loyalty.
Supercharging service with trusted AI
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Experience centralized customer insights and processes using the Salesforce Customer 360 cloud console for Energy and Utilities.
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Transform agents into advisors by equipping them with the power of customer analytics and predictive insights.
- Support your customers with personalized self-service experiences, including intuitive and guided journeys.
CRM + Data + AI + Trust
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Initial data migration to populate your Customer 360 cloud console that will leverage the industry-specific data model.
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Integration with CIS leveraging pre-built integration connectors for standard industry systems like Oracle and SAP.
- Powering your AI insights with data from migration and integration.
Library of guided business processes
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Configuration of key processes from the energy and utilities process library for both B2B and B2C.
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Comprehensive processes cover billing, enrollment, start/stop service, outage management, account updates, etc.
- Guided processes can be implemented in the Salesforce Customer 360 cloud console or a self-service customer experience.
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Plan and design: 4 weeks
Includes planning and design, document stories, and an implementation roadmap.
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Configuration and testing: 8 weeks
Three sprints with our UI/UX designer, Salesforce industries consultant, developer, and project manager.
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Change management and go-live: 4 weeks
Includes internal communications, customized training materials, training delivery, and post-go-live support.
As an experienced Salesforce integration partner, CGI brings global expertise locally to clients in implementing and optimizing the platform. We deliver end-to-end Salesforce implementation and services, including strategy, design, implementation, integration, change management, and managed services.
CGI Public Sector Utilities expertise plus the agility of the Salesforce Industries platform
CGI’s unique position of delivering solutions and services for the Public Sector Utilities industry, paired with our extensive Salesforce implementation expertise means our experts can deliver a fully integrated customer service solution quickly. With the clarity and flexibility of the Salesforce Industries platform, our Intelligent Call Center solution brings a simple user interface and streamlined integration experience for quick results.
