Cross-Channel Contact Center

Case Management
Manage the timely resolution of customer inquiries across email, phone, live-chat, and social channels on a single platform

Guided Resolution
Effectively guide agents to resolution through knowledge, scripts, and workflows to ensure productivity and consistency

Contextual Agent Experience
Declutter the agent desktop to provide agents with relevant context of the customer, previous interactions, and helpful data

Unified Agent Desktop
Easily integrate systems into one unified desktop for agents

Customer Engagement
Personalize proactive communications with valuable customer data from deep service profiles

Highly Configurable
Configure and manage service operations with agility, low TCO, and low dependency on technical resources

Knowledge Management

Proactive Answers
Deliver the most relevant answers to customers with SmartAssistant Wizard, and leverage contextual knowledge to deliver agent knowledge based on incident information

Enterprise Content Search
Search across multiple knowledge repositories simultaneously, regardless of location

Integrated Analytics
Gain deeper insight into customer interactions and knowledge gaps with easy-to-use, drag-and-drop report builder and analytics dashboards

Policy Automation

Personalized Experiences
Tailor customer experiences with contextualized and personalized service using dynamic interviews created by business experts

Transparency and Analytics
Deliver accurate, reliable service with analytics and reporting that provide insights of customer needs and next steps

Agile Management
Easily manage and deploy mobile, integrations, and APIs

Field Service Management

Capacity Management
Leverage planning tools to enable optimized and efficient use of all resources, and transform your business model from capacity-driven to demand-responsive

Routing and Scheduling
Get the right mobile employee with the right skills and equipment to every job on time with predictive engine

Manage, Dispatch, and Locate
Monitor and manage the mobile workforce to improve efficiency while tracking and validating location in real time from the office or in the field—visualize and locate assets even if they are located underground

Empower mobile employees with critical job information and tools on any mobile device, with full offline capabilities

Team Collaboration
Use context-aware, peer-to-peer collaboration for instant communication, more work independence, and knowledge sharing, instantly broadcasting important information to the entire field

Customer Communication
Proactively alert customers and teams about appointment status via their preferred communication channels