Case Study: Transurban improves customer experience with Concentrix cloud contact center transformation

Transurban transforms customer service in 8 months with Concentrix

Transurban, a US toll road operator, faced challenges in managing inefficient multi-channel customer communications and payment processes. They partnered with Concentrix to build a new omnichannel environment and implement a more efficient system for customer service and secure payments.

Concentrix implemented a cloud-based contact center powered by Amazon Web Services (AWS), which included an IVR self-service system and a SecurePay payment solution. This transformation, completed in eight months, freed up customer service staff to handle more complex tasks by automating payment processing within the IVR. Concentrix delivered the solution within an aggressive timeline and budget, leaving the Transurban team very pleased with the results.

Transurban