Businesses strive to provide first-rate customer experiences. Despite best efforts, inconsistent front-office contact center and back-office processes go awry and result in increased costs and poor CX. In this session you will learn how to drive excellence through a single ecosystem. The Concentrix CX Bridge, partnering with Celonis, leverages front-office Speech and IVR insights and combines them with the back-office process mining, execution management and analytics to solve for performance gaps and optimize interactions. We’ll show you how to:

• Integrate data across systems to understand and prioritize broken conversations based on CX impact and recommend improvements.

• Continuously monitor back-office processes for value opportunities and remediates them as they appear.

• Identify and deploy better contact center workflows to improve agent efficiency and customer experience.