CRM - CSC Embrace

An advanced solution that uses innovative technologies to allow you to identify and respond to new opportunities, utilizing all contact channels to prioritize the customer experience, independent of time, location and systems, and to reduce costs.

Contact centers that add real strategic value feature a number of characteristics:

• They use innovative technologies to exploit new opportunities, always remaining in line with business priorities.
• They prioritize the customer experience by using all channels of contact.
• They optimize resources while ensuring transparency and enable statistics from the historical database to be monitored and used.

The CSC Embrace Solution
CSC Embrace is an advanced contact center solution, designed to support organizations with large numbers of inbound and outbound customer interactions, originating from multiple contact points. A centralized tool, it ensures customer service that is independent of time, location and systems. CSC Embrace is easily installed and quickly configured to support the company’s existing systems and service provider agreements, such as telephony, email systems, SMS/MMS providers, customer service strategy and targets, etc. A scalable and flexible solution, it is available as Software as a Service (SaaS), a Cloud Solution or a Licensed Solution.

Why CSC Embrace?

• Enhanced customer service thanks to improved response times, flexible customer handling and friendly and professional dialogue, regardless of when, where and how the customer chooses to communicate. Success is measured in terms of service levels and actual results
• Reduced costs as employees are able to work anywhere within the cloud, independent of geographic location or organizational structure. Work Force Management allows for proactive and scalable staff and service planning. Staff and staff turnover can even be reduced due to automated and skill-based routing and efficient workforce management. As an externally-handled, off-the-premises outsourced solution, investment is minimal and risks are reduced.
• Increased agility as a result of effortless and rapid up- and down-scaling according to need and the ability of employees to work seamlessly whether in the office, at home or mobile. Statistics enable dynamic forecasting and workforce management. CSC Embrace integrates with your existing telephony platform, and document-handling and CRM systems, and reduces your dependency on incoherent company systems and communication platforms.
• Improved monitoring via the CSC Embrace Statistics Tool that automatically provides standard KPIs for customer service. Accumulated statistics enable queue handling, staffing and customer service decisions to be optimized.

Why CSC?
With more than 98,000 employees worldwide, CSC is a global leader in providing technology-enabled business solutions and services. CSC offers clients the solutions they need to manage complexity, focus on core businesses, collaborate with partners and clients, and improve operations.

CSC makes a special point of understanding its clients and provides experts with real-world experience to work with them. For more than 50 years, clients in industries and governments worldwide have trusted CSC with their business process and information systems outsourcing, systems integration and consulting needs.

CSC was awarded the Data News Awards for Excellence “System Integrator of the Year” that confirms the importance CSC continues to place on delivering service excellence to its customers.