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Customer Service Management (CSM)

Automate requests, proactively address issues and deliver effortless experiences.  

Transform operations and empower employees to address customer needs quickly and proactively. Solve issues by connecting the entire organisation.

Deliver a friction-free customer experience.

Don’t just take our word for it

See how companies like yours use Customer Service Management to deliver exceptional customer service experiences.

TELECOMMUNICATIONS

Lowering customer requests by 43%

Rogers Communications improves the customer experience with proactive monitoring.

GOVERNMENT

Resolution times reduced by 70%

Tennessee DHS simplifies and accelerates service delivery for its constituents.

RETAIL

Case volume cut by 93%

7-Eleven reimagines retail and franchisee customer service with a single platform.

FINANCIAL SERVICES

Automating 91% of payment exceptions

Lloyds transforms digital payment operations through process automation.

Capabilities that scale with your business

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

Playbooks for Customer Service

Manage case flows across teams by digitising and automating service processes.

Agent Workspace

Boost agent productivity with guided resolution, multitasking and a configurable single view.

Omni-Channel

Support customers across phone, messaging, chat, web, email, in-person and social media.

Advanced Work Assignment

Automatically route work to the best agent based on criteria or affinity with the case.

Case Management

Manage interactions and SLAs, model account relationships, and support outsourced service.

Order Management

Increase the lifetime value of your customer relationships with effortless experiences. 

Guided Decisions

Help agents resolve cases with contextual next-best action recommendations.

Predictive Intelligence

Use machine learning to route issues, recommend solutions and identify trends.

Workforce Optimization

Improve channel, schedule and quality management, all in one dashboard.

Process Optimization

See how work flows through your organisation to maximise process efficiencies.

Engagement Messenger

Embed rich self-service experiences in third-party web sites via configuration.

Self-Service

Drive self-service from a portal integrated with knowledge, service catalogues, communities and chatbots.

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

Knowledge Management

Provide instant access to relevant knowledge for customers and the agents who serve them.

Communities

Connect customers and employees with their peers to find answers and solve problems.

Field Service Management

Create and manage work orders based on technician skills, availability and inventory.

Proactive Customer Service Operations

Monitor your customers’ products and services to identify issues proactively and fix them quickly.

Industry Data Models

Model households, business locations, accounts, contacts, and their relationships.

Service Management for Issue Resolution

Identify, diagnose and permanently resolve customer issues.

Customer Project Management

View your entire project lifecycle and empower customers and agents to manage tasks.

Visual Task Assignment

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

Walk-Up Experience for Customer Service

Boost customer satisfaction by providing an efficient in-person service experience.

Performance Analytics

Unlock insights to anticipate trends, prioritise resources and improve service.

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes and data.

Outsourced Customer Service

Manage onboarding, work routing and data access for outsourced providers.

Service Owner Workspace

Manage and optimise IT services from a single, centralised application.

Vendor Management Workspace

Manage and optimise vendor services from a single destination.

DevOps Change Velocity

Connect development tools to change management for automatic ticketing and approval.

Customer Service Management integrations

Customer Service Management easily integrates with partner and third-party applications, including CTI software and telephony platforms.

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Automate work across departments with customer workflows

Reimagine the customer experience

Scale service operations and increase customer satisfaction with connected digital workflows that automate work across departments.

Choose a package

Find the Customer Service Management package that works for your business.

Standard

(12)
  • 25 custom tables
  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Self-Service
  • Knowledge Management
  • Communities
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment2, 5
  • Engagement Messenger
  • Digital Portfolio Management
  • Proactive Customer Service Operations3
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Vendor Management Workspace
  • DevOps Change Velocity
  • Workforce Optimization
  • Process Optimization

Professional

(24)
  • 100 custom tables
  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Self-Service
  • Knowledge Management
  • Communities
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment5
  • Engagement Messenger
  • Digital Portfolio Management
  • Proactive Customer Service Operations3
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Vendor Management Workspace
  • DevOps Change Velocity
  • Workforce Optimization
  • Process Optimization

Enterprise

(26)
  • 1,000 custom tables
  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Self-Service
  • Knowledge Management
  • Communities
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment
  • Engagement Messenger
  • Digital Portfolio Management
  • Proactive Customer Service Operations3
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Vendor Management Workspace
  • DevOps Change Velocity
  • Workforce Optimization
  • Process Optimization

1 Messaging (part of Omni‑Channel) is included in the Professional package.
2 Agent Affinity (part of Advanced Work Assignment) is included in the Professional package.
3 IT Operations Management is needed for Proactive Customer Service Operations
4 Project Portfolio Management is needed for Customer Project Management.
5 Shift‑Based Assignment (part of Advanced Work Assignment) is included in the Enterprise Package.
6 Field Service Management is licensed separately.