Creating connections with customers to drive brand loyalty

Engagement with an evolving workforce

As companies strive for better brand engagement and customer experience, the role of the agent has never been a more critical component of success.

At Customer Umbrella, we’re on a workforce evolution journey, investing in the agent of the future to better serve you and your customers. Our tech-enabled, empowered, and engaged workforce delivers global customer engagement, seamlessly and reliably. Supported by technology throughout our services, we drive measurably better CX.

Innovation, Automation & Optimization

Today, successful interactions between customers and agents require an innovative, sophisticated mix of smart AI technology. Our unique approach creates harmonious partnership between agents and technology in order to provide a seamless experience to your customers. We provide structure where needed and promote ideation from the frontline, to define what top performance can be and how to achieve it.

Engagement Services

Create connections with your customers to build brand loyalty at every point in their CX journeys throughout the customer relationship—acquisition through renewal. Supported by innovative technology and analytics, our agent workforce has the social, emotional, and problem-solving skills to handle the complex issues that your customers can’t solve through digital self-service.

Make sure that your customers love dealing with your brand, every time.

Customer Umbrella helps you deliver exceptional customer experiences across the entire spectrum of engagement services and contact channels. We understand the similar expectations, as well as the process differences of B2B vs. B2C customers, and we handle every interaction as advocates for your brand.

How we’ll help:

Customer Acquisition ⁠— Unify all of your customer data to power marketing execution that elevates customer experience and drives business growth.

Customer Care ⁠— Meet customer expectations for easy issue resolution with the empathy only the human touch can bring with our tech-enabled, empowered, and engaged workforce.

Technical Support ⁠— Deliver the right level of support across channels to ensure first time resolution and a great brand experience. We deploy self-service tools complemented by a tiered support capability, including service truck management.

Revenue Generation ⁠— Expand revenue potential by using every customer interaction to strategically explain your offer with a personalized approach.

Retention and Renewal — Use our predictive analytics and offer personalization to keep more customers longer and maximize service plan renewals.

Back Office ⁠— Ensure a great customer experience and optimized process efficiency and accuracy for healthcare claims, transaction processing, policy management, collections, content moderation, order management, and more.