Arvato Group | Gütersloh, 09/24/2018

Arvato CRM Identified a ‘Leader’ For Digital Customer Experience Services

The leading industry analysis firm Nelson Hall has identified Arvato CRM Solutions as a “Leader” for digital customer experience services. An evaluation report on the ability of global outsourcing vendors by various criteria served as the basis. The report lists the strengths that Arvato CRM utilizes to succeed in the market.

The quality of its digital customer service offers has brought Arvato CRM Solutions a prestigious honor in the specialist world. Nelson Hall, as one of the leading business process outsourcing (BPO) services and IT services research and analysis firms, has identified the service provider as a “Leader” for digital customer experience services as the result of a comprehensive evaluation.

The recently published report evaluates global BPO vendors on their ability to deliver customer experience improvements, optimize costs, manage volume and scale, and generate revenues. Arvato CRM Solutions is one of a small number of companies that Nelson Hall recognizes as a “Leader”. The analysts listed the strengths of Arvato CRM: The ability to deliver immediate business and cost benefits to clients, for example. According to the report, other highlights include offshoring and nearshoring, operation consolidation, improvement in turnaround time through process optimization and automation, increase of customer satisfaction, reduced customer effort, and process improvement. Other highlights are the company’s proprietary conversational artificial intelligence (AI) framework, strong technology and customer experience innovation partnership network, and mature self-service offering.

Excellent Customer Service For the World’s Best-known Brands

Ivan Kotzev, Customer Experience (CX) Lead Analyst at Nelson Hall, said: “Arvato CRM Solutions is well positioned to meet the key current and future client requirements for digital self-service. The company’s NLU [natural language understanding] capability and proprietary analytics and conversational AI frameworks, as well as domain experience, are fundamental to achieving cost optimization and improving the customer experience.”

Digital self-service offers are communication channels that customers can use to interact with a software program to get answers to their concerns and questions. A human consultant is used only if the artificial intelligence cannot help. Voice computers on hotlines or chatbots that answer customer inquiries via short message services are examples of the digital self-service offers.

Visit Arvato CRM Solutions’ blog ‘Future.Customer’ to explore the latest trends, research, insights & technologies in customer service  .