HGS and Twilio Segment:
Customer 360o for contact centers
How do you coordinate and utilize Segment data in the Twilio Flex contact center?
HGS offers a Customer 360o view for agents.
Your contact center is one of the main sources of interaction with your customers.
HGS can help leverage Segment CDP capabilities and provide a holistic view of customers in real time, while they are on the other end of the phone, text or chat.
HGS contact center offerings
At-a-glance
Customer 360o for contact center agents
Empowering agents with customer data, supporting more efficient and effective interactions with customers, thus driving satisfaction.
- Strategic framework around the integration of Segment and Twilio Flex with the Agent Assist dashboard
- Ability to work within the Flex interface to garner deeper customer insights for contextual customer conversations
- Architecture design to implement the solutions
- Time estimates for each request to be implemented upon approval
- Immediate value, turn-key solutions
- Personalized customer experiences via Twilio Flex and Segment integration
- Increased agent efficiency that is reflected in the bottom line
- Improved customer satisfaction due to greater contact resolutions
Arming your agents with the most relevant data possible as they interact with customers makes for a more successful interaction, one-touch resolution and ultimately greater customer satisfaction.
HGS can help integrate customer interaction data from Segment into Twilio Flex including:
- Web and mobile
- Mobile app
- Email campaigns
- Advertising
- Point of sale
- IoT
Additionally, this provides an opportunity to work with the team on upsell/cross-sell recommendations as well as helping to create a contextual knowledge base for agents.
Who will benefit?
Segment and/or Twilio Flex clients who are:
- looking to improve the customer experience during contact center interactions
- striving to enhance agent productivity and experience by providing customer 360o information for better contextual conversations
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