CGS, a global provider of business applications, enterprise learning and outsourcing services, today announced it was selected as a finalist in the Contact Center World’s 16th Annual Global Top Ranking Performers Awards in the “Best Tech Innovation Award Vendor – Live Agent Support Solution” category. The company submitted its Teamwork AR™ with agent assist solution, which brings real-time digital transformation to technical support and customer care. The awards will be announced and presented in Fall 2021.
The 2021 Top Ranking Performers Awards attracted more than 2,000 entries from over 80 nations. The Awards are the ultimate industry awards for the contact center industry and are exclusively available from ContactCenterWorld.com, the Global Association for Contact Center & Customer Engagement Best Practices, with nearly 205,000 members in 200 countries.
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“We’re honored to be among the Top Performers Award finalists,” said Steven Petruk, president of Global Outsourcing division, CGS. “Providing augmented reality to complement our customer support service has been advantageous amid the pandemic. Yet, it is gaining more attention as a natural next step for businesses wanting to provide expert guidance to their customers. Helping consumers with in-home repairs to assisting on-site field service technicians address equipment problems, Teamwork AR helps reduce the number of dispatches, lessens time spent onsite by technicians, improves first-time fix rates, reduces costly downtime and ensures business continuity. Ultimately, helping decrease company costs and elevate customer experience.”
Using any device, anywhere, the Teamwork AR™ solution offers next-level support, on-the-job training and remote assistance to field services, operations and manufacturing. Teamwork AR with agent assist enhances the customer experience and increases call efficiency by eliminating miscommunication, reducing the length of calls, and improving wait times and first-call resolution.
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With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located across the globe. Its AI-enriched chatbot, RPA and AR technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world’s industry-leading global brands from retail, hospitality, financial services, healthcare, technology and telecom. CGS’s innovative, scalable and flexible business process outsourcing (BPO) solutions include technical and customer support, telesales, channel enablement and back-office support.