Service

Delight Your Customers
Differentiate your brand by developing lasting, profitable relationships with unified web, social, and contact center experiences
  • Connect Engagements
    Be consistent as engagements move across channels
  • Understand Needs
    Infuse actionable insight for greater customer value
  • Solve Problems
    Deliver the right answers at the right time, everytime
  • Delight Customers
    Provide reliable, adaptive experiences anywhere
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Customer Service and Support
Web Customer Service
Web Self Service
Empower customers to easily self-solve their issues anywhere
Social Self Service
Enable collaboration for support issues on your website and Facebook
Email Support
Receive answers and manage responses through email, SMS and web
Live Chat
Chat with customers through assisted online service interactions
Virtual Assistant
Handhold customers across online points of contact to resolution
Smart Engagement
Intelligently engage with customers on every touch point
Cross-Channel Contact Center
Case Management
Manage timely resolution of incidents across all your channels
Guided Resolution
Dynamically capture critical information through guided dialogues
Customer Engagement
Personalize proactive communications with your customers from deep service profiles
Social Contact Center
Infuse social listening and engagement into the contact center
Agent Mobility
Enable agents to resolve issues even when away from their desk
Unified Agent Desktop
Integrate other systems into one unified experience for your agents
Knowledge Management
Content Authoring
Rapidly deliver knowledge through complex workflow approvals
Semantic Search
Find relevant answers from any repository in any format, in native languages
Guided Knowledge
Create Guided flows for navigating users to the right answers across multiple content sources
Knowledge Analytics
Gain deeper insight into customer interactions and knowledge gaps
Integrated Apps
Deliver knowledge at the point of need using Web Self Service and Contact Center Apps
Knowledge APIs
Leveraging customer context and data from external systems for step by step guidance
Policy Automation
Dynamic Interviews
Dynamic interviews deliver tailored advice for every customer
Compliance Management
Show adherence to regulations and policy in every customer engagement
Rule Modeling
Intuitive policy designer for modeling and testing against source material
Policy Lifecycle
Collaborate with stakeholders to update, test and deploy policy changes
Policy Analytics
Measure and compare the impact of current and changing policies
Determination Services
Share logic across any channels, processes and devices
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