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Volkswagen Group Ireland: Cognizant wins digital transformation deal from Volkswagen Ireland

Cognizant today announced that it has been selected by Volkswagen Group Ireland to transform the country’s digital customer experience (CX) platform. Cognizant will re-engineer VWG Ireland’s existing siloed contact center platform into an omni-channel customer experience platform, based on Salesforce service cloud voice and Amazon Connect.

The New-Jersey based firm did not disclose the size or tenure of the deal. Due to its siloed customer engagement processes and channels, VWG Ireland was also faced with a lack of customer insight and time-consuming manual customer data aggregation, according to an exchange filing.

“As part of the agreement, Cognizant will implement a fully digital, cloud-based omni-channel CX platform to modernize customer engagements, as well as provide an easy-to-use, web-based, and unified user interface for the agents combining customer data, context, journeys and interaction channels,” the filing said.

This is intended to improve reporting, advance business decisions, and drive next best actions to provide a personalized experience to customers and recommend next steps, services or products.

The introduction of the CX platform allows for improved efficiencies for both end users and their supervisors, freeing up time for the provision of an optimized level of service to VWG Ireland’s customers, the filing added.

“In particular, the car industry has seen a shift in how customers wish to communicate with us. To be able to interact with our customers in a more meaningful and direct manner, we needed a trusted IT partner to help us in our mission to improve our systems and engage with our customer base more efficiently,” said Tom Murphy, chief information officer at VWG Ireland.

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“Cognizant’s mission is to transform OEMs, suppliers, dealers and automotive finance companies into modern enterprises. This program is a first-of-its-kind for Cognizant and Volkswagen, combining powerful CX capabilities of CRM, digital and voice in the cloud,” said Rohit Gupta, managing director, UK and Ireland at Cognizant.

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