🚀 Have you checked out the CSM Yokohama docs yet?

[Gautam Kumar1]

Hello, CSM Community!

We’re excited to share what’s new and improved in Customer Service Management (CSM) for the Yokohama release! This release focuses on enhancing customer experience with major investments in self-service, agent experience, and contact center integrations.

Key areas

✅ Customer portal enhancements – A more seamless self-service experience for business and consumer customers, making it easier to configure and manage support requests.

✅ Agent experience modernization – A more intuitive, high-performing interface that streamlines case handling across email, chat, web, and voice channels.

✅ Contact center integrations – Turnkey integrations with Genesys & CCaaS partners, bringing Unified Routing, Embedded WEM, and third-party chat capabilities.

What’s new?

We’ve been hard at work updating our documentation to help you navigate these updates smoothly. Here are some highlights:

✅ Agent experience – Agents now have a more intuitive and personalized workspace with improved UI, streamlined workflows, and AI-powered recommendations. These upgrades help agents find, research, and resolve customer issues faster, improving overall efficiency. Read more

✅ Case management – The new enhancements optimize collaboration and proactive issue resolution by giving support teams more visibility into customer history, related cases, and next-best actions. These features reduce resolution times and improve customer satisfaction. Read more

✅ Data management – Better tools to organize and manage customer data, ensuring support teams can access accurate and relevant information across multiple touchpoints. These updates help reduce duplicate records and improve data governance. Read more

✅ Intelligence solutions – Smarter automation with Guided Decisions, Recommended Actions, and Task Intelligence, helping agents resolve cases faster with AI-driven insights. These enhancements allow businesses to reduce manual effort and increase accuracy. Read more

✅ Now Assist – GenAI-powered self-service and agent assistance, improving efficiency with automated response suggestions, knowledge recommendations, and case summarization. This feature helps customers get faster answers and enables agents to handle more cases effectively. Read more

✅ Omnichannel & Self-service – Customers now have more ways to connect with support, including enhanced chat, messaging, and email capabilities. These improvements ensure seamless communication across multiple platforms while improving response times. Read more

✅ Workforce Optimization – Smarter work routing, skills management, and performance tracking tools help managers allocate resources efficiently, ensuring customer issues are resolved by the right agent at the right time. Read more

🔗 For a full overview, check out the release notes.

What’s next?

We’re always looking for ways to improve our documentation to better support you and keep you informed about the latest features. Our latest updates bring more clarity, visuals, and interactivity to enhance your learning experience. Here’s a quick overview of what's new:

📖 213 new topics to our CSM documentation!

🖼️ 79 fresh images & multimedia to make learning easier.

🎥 And, a brand new video for a more interactive experience.

We're already working on some exciting documentation updates for future releases. If you have feedback or suggestions on how we can further improve our documentation, drop us a comment below!

Explore the Yokohama CSM documentation today and get ahead of the curve! Start here