Deloitte Digital Unveils TrueServe to Transform Contact Centers

Company Says Solution is Designed to Elevate CX Through AI and Analytics

Deloitte Digital customer experience

Deloitte Digital, the digital agency focused on services and offerings to elevate CX, is launching a new cloud-based solution for contact centers with TrueServe, an integrated suite of technologies that the company says is designed to deliver a differentiated CX and make contact centers more nimble and responsive.

With built-in artificial intelligence (AI) and analytics capabilities, TrueServe can help solve two major issues facing businesses today: the worldwide shortage in available workers; and the increase in contact center volume and demand in the face of growing calls among consumers for better CX.  

Key features of TrueServe include conversational AI-driven self-service supporting both voice and digital channels; a pre-built orchestration layer with flexibility to connect to other technology ecosystems, such as those from Amazon Web Services (AWS), Salesforce, and; a scalable suite of contact center capabilities; an agent console providing a 360-degree view of the customer and agent-assist capabilities for next-best action, sentiment analysis, and scripted workflows; and an outcome-based design and analytics system for insights into CX journeys.

Using data-driven insights, a modular structure with pre-built industry-specific accelerators, and a so-called right-channel approach that puts customers into the appropriate channel based on their needs, TrueServe offers a ready-to-deploy means to elevate CX, the company says.

“Consumer expectations for better service experiences are continuing to rise, and changes in technology and workplace dynamics make it difficult to keep up without disrupting what’s working,” says Andy Haas, TrueServe general manager at Deloitte Digital. “TrueServe is a flexible, data-backed solution that integrates seamlessly across channels for a unified experience, and is built to evolve with the needs of our clients while continuously accelerating the path to value.”

Seattle-based Deloitte Digital is a subsidiary of parent company Deloitte Touche Tomatsu, the multinational professional services firm headquartered in London and more commonly known and referred to as Deloitte. Among the world’s largest accounting firms and professional services networks when measured by revenue and number of professionals, Deloitte Digital has been in operation for more than 20 years, billing itself as an “experience consultancy” that helps clients build customer-oriented organizations. The company employs more than 12,000 workers in eight US cities and 30 international locations. As of February 2022, Deloitte Digital had estimated revenue of $1.2 billion, according to management resource firm Management Consulting.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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