Prosodie-Capgemini, an expert in Front Office applications, is working with Pegasystems, a leader in business process management, to launch the Customer Interaction Efficiency package, through which companies are able to manage relations with all of their customers in cloud mode with a single integrated, turnkey tool. The objective: to increase satisfaction, optimise the management of multi-channel interactions, and enhance the work of consultants.

1. DCX the way we do it
Delivering Seamless Customer
Interaction Efficiency (CIE)
Capgemini’s CIE unifies
your front and back-office
operations under one
360°, customer-centric
omni-channel platform for
better customer and agent
experiences.
CIE delivers operational
efficiency to your
customer service and
marketing to win, serve
and retain customers
across every channel and
device.
In many organizations today, customer service and marketing departments operate
in separate channels. These are often isolated from each other using different
technology platforms and tools. This may mean that your customer service teams
have a different view of your customer than marketing, and sales may have yet
another different view.
Today’s customers expect to communicate and engage with your brand on a
personal level across multiple channels in one seamless interaction. They may begin
on one channel and continue to another. If they start an order or complaint on the
web and want more information, they want to feel as if they are continuing the same
conversation – and they don’t want to start all over again from scratch.
Aligning your people with your customers for down-to-
the-second personalized service and engagement
Capgemini can align your business functions so that your sales, marketing and
customer service teams benefit from a single, unified and contextual view of your
customers and your organization as a whole. Putting the right automation tools in the
hands of your agents means you’ll be able to serve your customers better, providing
a satisfying personalized customer experience – whatever the channel.
Digital Customer
Experience (DCX)
with Odigo
and Pega

2. CIE: An omni-channel customer-centric hub
built upon your existing applications
Capgemini’s CIE forms the heart of all your customer interactions. It seamlessly
connects customers with your front and back-office processes, providing a
personalized multichannel experience. However, this platform also needs to leverage
the information and processes residing in existing IT investments.
Monitor every step to
improve risk mitigation,
fraud detection and
compliance
Dynamically adjust
processes to continuously
improve the experience
Manage complex cases
from end to end
Integrate front and back
offices to fully automate
request processes Promote at the best
Analyze your customers
and predict exactly what
they want
Engage customers
in every channel
Dynamically respond
to any situation to
personalize customer
experiences
A unified customer experience with your brand
CIE is a complete end-to-end solution that delivers personalized customer service
throughout the entire customer journey. Capgemini brings together industry leaders
Odigo and Pega to offer a complete omni-channel that unifies all of your channels
and delivers a seamless front-to-back customer experience.
The whole package – Pega embedded with Odigo
Capgemini integrates Pega’s unified Digital Enterprise Platform to create a strong
partnership between business and IT. This platform enables contextual insight, with
360° views of customer data, processes and buying intentions. Our implementation
of Pega’s Digital Enterprise Platform brings your legacy systems into the digital
world the help of embedded Odigo technology. The platform works within and
across etxisting systems to modernize your IT environment and connect your legacy
systems with Social, Mobile, Analytics and Cloud (SMAC) functions – all while
retaining and extending the value of your existing technology investment.
80% of companies have non-integrated
communication
channels ... this leads
to customers receiving
inconsistent service,
which increases costs
and decreases customer
satisfaction.” 1
CIE implements
a “wrap & renew”
strategy to reduce
overall investments
required for this digital
transformation.
75% of consumers move
to another channel when
online customer service fails,
and Forrester estimates that
unnecessary service costs
to online retailers due to
channel escalation are $22
million per year on average.” 2
1 “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014,” Forrester
Research Inc., February 13, 2014
2 “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014,” Forrester
Research Inc., February 13, 2014
2 DCX with Odigo and Pega – Customer Interaction Efficiency
moment with proactive
messages and marketing
Guide your agents with
the right knowledge and
tools
Leverage Cloud and
industry solutions to
accelerate results

3. DCX the way we do it
3
A simplified agent experience: Intelligent routing
of interaction and customer cases
Imagine you could simplify the jobs of your agents and provide them with clear and
concise guidance so that they can make sense of all available customer information?
What if they know exactly what they should say and do next at every step of the
customer journey?
Capgemini’s CIE enables companies to qualify contacts, route them to the most
appropriate workers and provide the necessary supporting customer information. Its
configuration, monitoring and optimization tools ensure that you are in a position to
effectively measure cross-channel journeys and provide intuitive, superior customer
experiences.
A full 360° view of your customers for improved,
unique and seamless customer-agent experiences
With Capgemini’s CIE, your agents’ experience is just as important as that of your
customers. It provides agents with a true 360° view of the customer that has all
relevant data automatically available on one screen. A unified desktop is a goodstart,
but to truly simplify your agents’ experience, you need to offer intelligent guidance
and knowledge management.
Based on the objectives of your business, CIE will recommend the next appropriate
action for the agent to take in real time – and ensure that they give the right answer
on the first try every time. This is possible due to the system’s ability to easily capture
business and customer objectives and suggest the most appropriate action through
predefined business rules and analytics.
Personal, unified inbound and outbound marketing
campaigns with intuitive next-best-action functioning
Capgemini’s CIE embeds real-time decision making into inbound and outbound
processes to effectively balance customer needs with business objectives. By
continuously seeking to understand the customer, their situation and the goals of the
business, CIE dynamically recommends the most relevant next best action or offer.
The first step of a successful next-best-action approach is to optimize your customer
strategies:
• With CIE, marketers have the ability to easily design offers and cross-channel
processes within a unified marketing environment
• Marketers can then apply predictive and adaptive models to add intelligence and
relevance to offers to determine which customers are likely to be interested
• They can then match customer preferences and offers in a visual-strategy canvas
that applies the right offer, at the right time, in the right channel
79% of firms don’t
consistently train employees
on how to deliver the right
experience, leaving their
people confused about just
what to do ...” 3
With Capgemini’s CIE, your
agents have the tools they
need at their fingertips to
correctly resolve issues the
first time.
3 “Communication, Training, And Routines: How Companies Socialize Customer Centricity,” Forrester
Research Inc., February 20, 2014

4. The information contained in this document is proprietary. ©2014 Capgemini.
All rights reserved. Rightshore® is a trademark belonging to Capgemini.
For more details
contact:
Fernand Khousakoun
BPM Business Development Lead
fernand.khousakoun@capgemini.com
Sebastien Pacheff
Prosodie Product Manager – Front
Office Solutions
spacheff@prosodie.com
Odigo and Pega: A better customer experience
from front to back
With the integration of Odigo and Pega, Capgemini’s CIE delivers the following
benefits:
• An increase in operational efficiency across your entire service chain. Guide
your agents through complex interactions, while providing real-time visibility and
control over the entire process
• Multichannel qualification and interaction routing. Route your customer
interactions to the right agent – whatever the channel
• Analysis of all your interactions. Follow all activity in real time and measure your
effectiveness with customizable statistics sheets
• Anticipation of customer behavior to enhance sales and service. Tailor
interactions to successfully align products and services with the individual
customer, and deliver the right response at the right time
• Seamless customer service over multiple channels. Enhance customer
experience by enabling interactions started in one channel to be completed in
another without interruption
• Lower operational costs. Automate routine tasks to improve reliability and
predictability, while minimizing the need for human intervention
About Capgemini
With almost 140,000 people in over 40 countries, Capgemini is one of the
world’s foremost providers of consulting, technology and outsourcing
services. The Group reported 2013 global revenues of EUR 10.1 billion.
Together with its clients, Capgemini creates and delivers business and
technology solutions that fit their needs and drive the results they want. A
deeply multicultural organization, Capgemini has developed its own way of
working, the Collaborative Business ExperienceTM, and draws on Rightshore®,
its worldwide delivery model.
Learn more about us at
www.capgemini.com/dcx
www.capgemini.com/dcx
Currently over 100,000 agents
in 200 major organizations are
using Odigo.
The high quality of customer
service and other benefits
that Odigo brings – especially
customer satisfaction and
technical performance, led to
our decision to extend it across
all service lines.”
Head of Customer Service –
Leading Energy Distributor
A Seamless Customer
Experience
Odigo
- Customer Engagement
- Multichannel Management
- Custserve Analytics
- Real-time Monitoring
Pega
- Customer Service
- Marketing
- Sales
- Business Agility
- Build for Change (No Code)
CIE
Front-office
Expertise
Better Business
Software