CGS - Contact Center or Customer Service Outsourcing Provider of the Year

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: CGS, New York, NY
Company Description: For nearly 35 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East and Asia.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Contact Center or Customer Service Outsourcing Provider of the Year

Nomination Title: Empowering Frontline Workers and Customers with Interactive Support

Briefly describe the nominated organization: its history and past performance (up to 200 words):

CGS is a leading global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

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 in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA and augmented reality (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, healthcare, technology, and telecom. CGS agents handle more than 65 million transactions per year and speak more than 25 languages covering 2.25 billion people around the globe. The company's innovative, scalable and flexible business process outsourcing (BPO) solutions include technical and customer support, tele sales, channel enablement and back-office support.

Learn more about our BPO services here.

Outline the organization's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Continuous, consistent customer support proved vital to our clients’ businesses during this global pandemic. It changed the way our customers require support, and the method in which it’s delivered. To that end, two achievements for which we are proud to share allowed CGS to grow existing clients’ business while onboarding new client programs worldwide in 2020.

Throughout the pandemic, CGS experienced no interruption in services. This was a direct result of our quickly transforming from “brick and mortar” to fully “Work from Home” (WFH), ensuring the safety of our CGS family, while maintaining 100% operational functionality. By enacting our global business continuity plan, we equipped all 7,500 employees with the tools needed for secure, remote connection. Using AR, VDI, RPA and globally integrated infrastructure enabled us to move 95% of our workforce to WFH in less than 10 days without client disruption.

CGS empowers frontline workers and customers with interactive support using CGSTeamwork AR™, which enables agents to provide remote live guidance and support through collaboration. Agents can quickly diagnose software and hardware problems, convey repair instructions seamlessly and get customers operational. This reduces the number of no-fault found cases, lessens technicians’ time spent onsite and eliminates the need for repeat visits. CGS agents using AR can resolve simple and complex issues with 90% success. Teamwork AR with agent assist increases call center efficiency by eliminating miscommunication, reducing length of calls and improving call wait times and first call resolution, while enhancing customer experience and increasing profitability.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):

Several companies experienced service problems with providers that were ill-equipped to handle the challenges of the pandemic. They had unreliable solutions through providers that rented hotel rooms with unsecure Wi-Fi connections as their only means to support under stay-at-home mandates, exposing them to data security and privacy gaps and unreliable service. By moving their service to CGS, which had pivoted to WFH proved to be a lifesaver. With the use of AR, RPA and integrated infrastructure, during a time when consumers experienced long hold times, poor connections, inaudible agents and dropped calls, CGS delivered innovative, reliable, secure solutions, enabling our clients to maintain their service, improved customer satisfaction and reliability. While AR is not new to the marketplace, when paired with a globally integrated infrastructure and proven business processes, it differentiates CGS.

“CGS responded proactively and quickly to enable a very high percentage of those displaced to work from home. CGS supports us across multiple customer segments, and we are grateful for their rapid response, diligence and teamwork that helped us recover and improve the experience for our valued customers.” 1 of the Top 10 Largest Telecommunications Companies

“The true measure of any partnership is predicated in how a challenge is turned into an opportunity; how a crisis is managed to a calm resolution; and how the unexpected is overcome by preparedness. CGS exhibited these characteristics during the COVID-19 pandemic and we are deeply appreciative for their efforts.”A Fortune 500 Technology Company

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Please learn more about CGS’sBusiness Process Outsourcing Services here.
Please learn more about CGS Augmented Reality platformTeamwork AR™here.
Please view the Frost & Sullivan 2020 European Customer Experience Outsourcing Services New Product Innovation Award Reportfor a detailed description of our Teamwork AR™ with agent assist solution and the use cases and customer impact it achieves.

Here are three short videos with CGS BPO experts discussing:

Here are three additional accolades that highlight our commitment to our customers:

CGS Receives2020 Customer Experience Innovation Awardfrom CUSTOMER Magazine.

CGS Named in the2020 Gartner Report: Market Guide for Customer Management BPOService Providers

CGS Named to the2020 Global Outsourcing 100®