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Capgemini

Tech giants exploring possibilities of the metaverse for customer experience

 960 640 Stuart O'Brien
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Capgemini and Unity have joined forces to help organisations explore and seize business opportunities and benefits of immersive and metaverse experiences across industries.

Unity, a specialist in real-time 3D and immersive experiences, will enhance Capgemini’s capabilities from customer and employee experience (CX/EX) strategy and design to front-end development and integration. With its global footprint, its deep industry expertise and understanding of client needs, as well as its ability to deliver on large-scale digital transformation projects, Capgemini says it will help to accelerate the growth of Unity’s technology platform.

Capgemini will also share market trends and client insights which will enable Unity to further enhance its product roadmap. Joint client projects will benefit from Capgemini’s holistic capabilities in shaping business models and strategies, as well as its technology expertise in components that will be instrumental to roll-out and scale the future metaverse/decentralized Web3. These include AR, VR and MR, blockchain and NFTs, 5G/6G, AI, internet of things and cybersecurity.

Over the years, Capgemini and Unity have delivered together numerous value-creating projects for major global companies such as building an interactive application for a major consumer goods company that allows sales teams to visualize shelf space layouts in 3D, or developing an immersive simulator for a fire fighting vehicle manufacturer to train its operators.

Building on these projects, the two companies will now jointly define and execute sector-specific solutions and professional services to deliver tailored platforms for each client. As part of this new multi-year global partnership alliance, they will:

  • define approaches and methodologies, and conduct joint R&D projects as part of the Capgemini Metaverse Lab, jointly contributing to the building of the future metaverse/Web3;
  • support each other in terms of business development, solution development and sales initiatives, leveraging expertise and market insights from both organizations;
  • scale up a global bench of talent certified on Unity’s RT3D technology, through joint recruitment and training initiatives, in order to grow the global talent pool in these fields.

This new global alliance partnership will focus on sectors and use cases where the digital customer or employee experiences will benefit most: consumer goods & retail, manufacturing, life sciences, telecommunications, media & technology, energy & utilities, financial services, and public services.

“Metaverse and immersive experiences open a whole universe of possibilities for our clients across industries, from enabling more emotional connections with consumers, and reinventing employee experience and collaboration, to optimizing engineering, manufacturing and operations using digital twins,” said Pascal Brier, Chief Innovation Officer at Capgemini and member of the Group Executive Committee. “Shaping sector-specific use cases and developing them at scale will require expert technical and operational capabilities. We are thrilled to partner with Unity, one of the major engines of the metaverse, to enable our clients to realize its real business value.”

“We are thrilled to partner with Capgemini to accelerate the adoption of real time 3D technologies across a number of industries” said Marc Whitten, Senior Vice President and General Manager, Unity Create Solutions. “Unity’s real time 3D solutions will bring many new companies into the next generation of the internet, or metaverse, helping them achieve greater engagement with their customers.”

Capgemini is progressing its ambitions in this new emerging era of the internet through its Metaverse-Lab, comprising a team of senior technology experts from across the Group with a strong track record in the key underlying technologies of the Web3 / metaverse. The Lab aims at shaping industry-specific metaverse strategies and will develop disruptive actionable solutions and platforms with its partners including Unity. Its R&D programs will cover the future of immersive human-machine interfaces and controllers, the future of work in the metaverse, the future of digital twins, and the future of blockchain and Decentralized Autonomous Organization (DAO).

EDF to use Capgemini’s Odigo CCaaS platform

 960 640 Stuart O'Brien
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EDF Energy is to use a Contact-Center-as-a-Service (CCaaS) offering from Odigo, Capgemini’s cloud contact centre solutions brand.

The project is part of a customer experience transformation initiative being undertaken by EDF Energy to optimise the service it delivers to its 3 million customers.

Odigo will replace the existing on-premise contact centre platform with a cloud-native solution, enabling the energy supplier to deliver a quicker, simpler and more effective service to customers, have greater autonomy over the ongoing maintenance of the solution, and access to a full suite of features for future innovation.

As part of the multi-year deal, the Odigo CCaaS system will deliver a range of services, including routing inbound/outbound interactions, real-time monitoring, workforce optimisation and secure card payments.

The contract is already underway and is expected to run until October 2022.

Niels Roberts, Digital, Automation and Process Excellence Director, at EDF Energy, said: “Not only does Odigo have the tools and functionalities to help us deliver a great experience for our customers, but it also offers a flexible, cloud-based commercial model to allow us to continually adapt to our customers’ needs. We are excited to work with Odigo over the coming years as part of our customer experience transformation journey.”

Erwan Le Duff, Managing Director of Odigo, said:“Building on Capgemini’s long-standing relationship in the UK, we are delighted for Odigo now to be implemented at EDF Energy; together we will transform its contact centre telephony and support the realisation of its customer experience vision. In an age of instantaneous digital communication, effective customer touchpoints are critical to the success of an organisation – we believe Odigo’s CCaaS offering will give EDF Energy the tools to build strong customer relationships, both now and in the future.”

INDUSTRY SPOTLIGHT: Capgemini Odigo – Cloud Contact Centre & Digital Communications

 960 640 Stuart O'Brien
By:
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Give your customers an all-channel experience…

Higher customer expectations

With the rise of web, mobile, social media and the Internet of Things (IoT), many companies are experiencing a dramatic increase in the number of customers points of contact. Companies need to properly manage their customers’ requests, claims and any type of contact that they would normally engage in with their customers. It’s a question of branding, quality of service and customer satisfaction. Meanwhile, cost reduction, flexibility, time to market and efficiency have become companies’ main concerns in maintaining competitiveness.

Full stack Contact Centre

Odigo is a cloud-based Contact Centre software product for customer engagement. Odigo also includes a Digital Communication platform that can be leveraged for custom integration. We offer expertise & technologies, such as Biometrics and Natural Language, to provide a complete solution tailored to your industry.

With Odigo, engage customers through any channel and any device, and benefit from a wide range of modules to improve effectiveness:

• Odigo Concierge, entry door to the Digital Customer Experience
• Odigo Routing, routes contacts to the best resource
• Odigo Campaign, SMS, email, audio or phone notifications
• Odigo Self-service, instant answer reducing inbound agent interactions
• Odigo Console, modern user interface enabling seamless movement between channels
• Odigo Pulse, activity monitoring and Key Performance Indicators
• Odigo Connectors, ready-to-use CTI connectors to CRM, BPM and ERP solutions

We did not want a classic IVR but a solution able to understand the caller’s intent, no matter how they express their request. With natural language call steering linked to the distribution engine in Odigo, our challenge was to distribute calls precisely for the most effective support.

Regis Arvaron, Customer Service Manager Swiss Life