Customer Experience

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Customer experience is indeed a competitive space. The ability to deliver a delightful experience to every customer has become a key differentiator for many enterprises. The various factors that attribute towards a disconnected customer experience include:

  • Lack of Omni-channel experience
  • Lack of Personalization
  • Lack of context management

In this era of Digital transformation, every enterprise is working hard in building multiple touch points and journey maps for their customers. The customer expectations can’t be met with multichannel presences alone; good customer experiences with an intuitive, simple, contextually relevant and exciting digital interaction that personalizes all touch points during a customer journey does wonders.

A carefully crafted customer experience framework drives customer loyalty, new revenue channels, and cuts down cost significantly. At ALTEN Calsoft Labs, we deliver compelling digital experiences by developing an omni-channel architecture comprising of:

  • Personalized Digital interventions on the front end
  • API and Microservices in the middle tier
  • Big Data Platforms in the back end


SERVICES

  • Personalized Digital Interventions

  • API &  Microservices

  • Big Data and Analytics

Today’s tech-savvy customers expect rich personalized digital experience across all the channels whether it’s offline or online in all their day to day activities or simply a “Personalized Omni-channel experience”. ALTEN Calsoft Labs is actively involved in providing the Personalization touch to all of our omni-channel offerings.

Our Personalized Digital Omni-channel offerings:

  • Digital Strategy and Transformation consulting
  • Customer and Associate facing applications (Web, Mobile)
  • Adaptive Responsive websites (Web/Mobile)
  • Digital Signage, Kiosk applications, Beacon integration, etc.
  • Digital wallets, Gamification
  • Omni-channel Oracle commerce cloud implementation
  • Digital Mobile Services
    • Mobile UX and UI Design
    • Mobile Applications Development
    • Mobile Device Management
    • Mobile Applications Management
    • Mobile Testing
  • Big Data Analytics to drive 360 degree view of the customer
    • Customer Analytics
    • Social Media Analytics
  •  Testing
    • Digital QA and Testing CoE
    • Test Automation
    • Test Analytics
    • Test Management & Governance
    • Specialized Testing – Performance, Security, Usability
    • Test Process Consulting and Improvement
    • Industry specific Test Innovations , accelerators and frameworks

APIs play a major role in digital business transformation by helping companies go to market quickly. Omni-channel APIs remove the complexities of underlying systems using microservices architecture and together it helps building truly seamless and scalable front-end experiences.

ALTEN Calsoft Labs excels in the art of creating delightful experience for enterprise customers by leveraging the potential of APIs & Microservices architecture. ALTEN Calsoft Labs’ Architecture Group is focused on developing frameworks and accelerators to enhance productivity and provide best practices and guidelines for microservices architecture implementation to organizations.

Our value proposition and service offerings to deliver state-of-the-art customer experience include:

  • Connect and engage with customers on any device, anywhere
  • Brand loyalty with Personalized Customer Experiences through secure connectivity between customers and the business
  • Excite your customers with rapid Innovations through well-defined API framework enabling product innovation via mash-ups, plug-ins, and integrations
  • With an open centric model, we help enterprises win customers through seamless experience by integrating enterprise software/business systems viz., CRM, ERP, and CMS Services (Content collaboration) etc.
  • Software development made Easier, Faster and Cheaper by leveraging loosely coupled structure of micro services approach thereby allowing quick development and deployment of new functionality, lower development costs, increased efficiency, and improved time-to-market.

In an enterprise there is a deluge of information every day pertaining to consumers, employees and processes. This information when analysed, can reveal actionable and profound insights about their unarticulated interests, desires and behaviours. Digital enterprises use modern tools like mobile location analytics, social listening, sentiment analysis, clickstream data analysis, machine learning, and predictive & prescriptive analytics to provide deep and real-time consumer insights.

APIs or microservices enable experiences by integrating heterogeneous data systems/silos, viz., OMS, ERP and Customer Service platforms, to communicate with each other. Further integration of offline(on premise), online, and mobile interactions through APIs can abstract customer data silos, thus empowering organizations with the data they need to determine how best to personalize customer’s overall experience. Our dedicated Big Data analytics CoE possesses the experience, skills and tools that help enterprises uncover hidden customer behaviours, attributes and interests and deliver 360o customer experience. We have built a comprehensive set of offerings to help companies transcend digital boundaries and deliver sustainable customer experience.

  • Consulting
    • Big data strategy and roadmap definition
    • Big data CoE set up
    • POCs, Solution accelerators
  • Data Ingestion
    • Scalable Data Ingestion layer for heterogeneous data sources
    • Connectors Implementation and Integration
    • Custom or Third party tools for Data Ingestion
  • Data Processing Services
    • ETL Services on Hadoop platform
    • Data Cleansing and Transformation
    • Distributed data processing services with MapReduce, Pig and Hive
  • Data Modelling Services
    • Statistical Modelling/Machine learning services
    • Modelling data with Mahout, R, Revolutionary R, Weka and Octave
  • Distributed Storage Services
    • Polyglot persistence support
    • NoSQL database migration (Hbase, MongoDB, Cassandra, and Neo4J)
    • Schema design and development
  • Data Visualization
    • Scalable visualization with Node.js and D3.js
    • Data visualization and analytics

 

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