CSM

Great service means more than just engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

  • Agent Workspace

    Enhance agent productivity with multitasking, integrated solutions, and an optimized layout.

  • Case and Major Issue Management

    Manage customer interactions and visually track activities, case status, and SLAs.

  • Intelligent Routing

    Automatically assign cases and work orders based on skills, availability, and location.

  • Visual Workflow and Automation

    Automate assignments, tasks, and service processes with a simple drag-and-drop interface.

  • Omni-Channel

    Integrate telephony systems and support customers across web, phone, chat, email, and social media.

  • Customer Data Management

    Give agents a view of accounts, contacts, entitlements, contracts, products, assets, and install base.

  • Self-Service

    Drive self-service with Knowledge Management, Communities, Service Catalog, and Service Portal.

  • Visual Task Assignment

    Assign customer requests and tasks to other departments with visual task boards.