Volkswagen Group Ireland successfully revolutionized its customer experience through a comprehensive contact center transformation. By modernizing their operations with a sophisticated omnichannel platform leveraging Salesforce and Amazon Connect, the automotive leader achieved remarkable efficiency. Cognizant software helped seamlessly integrate these advanced cloud technologies, resulting in a lower total cost of ownership and significantly elevated service standards. This strategic upgrade delivered impressive outcomes, including a fifteen percent IVR self-service resolution rate, an eight percent decrease in customer wait times, and a fifty percent boost in back-office productivity for agents across the enterprise.

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