Engagement

Diagram of cross channel interations

How do you reach your prospects and customers in today's multi-faceted, multi-channel world? The answer is by engaging them in every possible way, at every possible opportunity. It's called full customer engagement, and it's the new marketing frontier.

CSG’s Quaero is a leading provider of multi-channel customer interaction solutions that help you build, manage and enhance the relationships you have with customers by engaging them in multiple ways, driven by customer choice and circumstance. With our full arsenal of solutions, all integrated and working together, you can reach the right people with the right message, at the right time.

  • In the Call Center – Our robust, scalable call center solutions are used by more than 40,000 customer service representatives to assist and manage new customer orders, enable cross-sell and up-sell opportunities and deliver superior customer experiences.
  • Through Print – Our SmartMail service helps you track and deliver relevant communications in a customized and personalized way to help drive desired responses and behavior. Our state-of-the-art print and mail capabilities provide a wide geographic reach across the United States. In fact, we’re one of the US Postal Service’s top ten mailers.
  • With Email – Dynamic, personalized email is a powerful way to complement a multi-faceted communications approach with your customers. At CSG, we facilitate millions of monthly emails to help promote new products, confirm new orders, handle service inquiries, and drive traffic to your website or personalized microsites.
  • Via Text/SMS – Text is one of our fastest growing communications channels, and the channel of choice for a growing number of customers. Our unified solutions let you communicate effectively in every part of the customer lifecycle, from attracting prospects with mobile couponing to automated voice reminder calls for delinquent accounts. And, with CSG Quaero’s rich analytics capabilities, we can customize the outreach for each customer based on their unique profile and history.
  • Using IVR – Automated voice messaging, whether in-bound or out-bound, is a critical part of an integrated customer contact strategy. Voice helps ensure that your customers receive the intended information, and can help drastically reduce call center costs while driving new revenue opportunities.
  • On the Web –
    • Web Self-Care – Whether ordering new products and services online or viewing an online bill, customers value our web self-care solutions, which support more than seven million users each month and help our clients drive transactions to the web, reducing costs and calls to the call center.
    • Content Management – From video to music, games and merchandise, our Content Management solution helps you easily bring IP-based content to market via the web in a way that is uniquely engaging and focused on quickly monetizing content through both e-commerce and advertising.
  • At Retail and Kiosk – Retail continues to be a fundamental touch point for a customer’s total experience. CSG’s retail and kiosk solutions help you expand and deepen your retail presence and customer service channels within physical venues at an attractive cost. With these solutions, you can ensure a seamless, branded service experience to your customers.