Case Study: Global Investment Management and Financial Services Company achieves a unified, high-performing contact center with Capgemini

Developing A One Unified Desktop Contact Center For A Leading International Financial Institution

A major global investment management and financial services company faced challenges with an outdated contact center that lacked the capacity to serve its tens of millions of customers, an issue exacerbated by the inability of agents to work remotely during the pandemic. Capgemini was engaged to help the company design a new strategy to improve customer support and enable business growth.

Capgemini collaborated with the client to migrate their customer experience platform to Amazon Connect and implement a One Unified Desktop model. This solution streamlined agent and customer journeys, enabling remote work and providing a 360-degree customer view. The results included shorter wait times, reduced call handling times, increased first-time resolution, lower operational costs, and new upselling opportunities, transforming the contact center into an engine for growth.