Reimagine and redesign omnichannel, purpose-driven customer service. By focusing on a core purpose, you can help meet customers’ needs, and deliver powerful brand relevant experiences, shifting the focus from cost to growth.

Accenture Advanced Customer Engagement
Know your customers. Meet them where they are.
Powering personalized customer experience
Whether online or in-store, through a physical or virtual contact center, via your brand’s app or a third-party platform, every interaction should demonstrate your understanding of customer needs and preferences. That requires you to bring together systems, data, service, sales and field forces who interact with your customers every day. It also requires you to orchestrate your entire front office to deliver greater value than ever before.
That’s where Accenture Advanced Customer Engagement solution can help.
This solution gives you a head start on building the workforce, platform and experience capabilities you need to unify your front office for higher customer satisfaction, improved employee experience and, ultimately, greater revenue growth.
Omnichannel experience by design
When customers do need to reach out, your front office should be equipped with the context they need to identify—and support—each person’s desired outcome. This is how companies can transform customer service from a cost center to a source of growth.
Human + machine culture
This model puts customer insight and intelligence at the core. It powers superior self-service experiences. It enables agents to be more effective. And it lets you continuously guide and improve customer, employee and business performance.
The secret to success is in creating a human + machine culture. Instead of taking an either/or approach, we focus on how humans enable machines and how machines enable humans. This could be agent assist technology that melds sales and service into a single interaction. Or it could be AI that dynamically pairs customers with the agents best suited to them.
AI technology & platform enablement
We begin the process by identifying opportunities for efficiencies to self-fund new investments. Then, we map your use cases to requirements, systems and solutions. Harnessing enterprise and front-office platforms with cloud technology and artificial intelligence, we construct an architecture that unlocks the human + machine capabilities to power personalized omnichannel experiences at scale. Together, these changes help your customer service function make the critical shift from cost center to value creator.
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Frequently asked questions
How do I maximize efficiency with the cloud?
Cloud helps organizations handle and process high volumes data to create personalized omnichannel customer service experiences or journey at scale and speed.
How can AI help me accelerate growth?
By harnessing the power of AI, organizations can reduce operating costs to improve margin, scale and design personalized customer experiences, create completely new revenue streams by monetizing their data, unlock new efficiencies and growth, enable new ways of working, and accelerating game-changing innovation–3x faster than the typical product lifecycles.
How do I build a data strategy?
Laying the foundation with a strong data strategy—regarding data culture, data quality and data privacy—is crucial to scaling AI successfully. There are five key questions businesses should be asking themselves to create a holistic, effective data strategy. Learn how to build a data strategy to scale AI.
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