Customer & contract management – Manage customers, contacts, contracts, products, and installed base from a unified platform
Omnichannel engagement – Route and manage customer interactions across voice, chat, email, web, and portal with proactive communications
Customer and partner portal – Provide self-service access through branded portals with integrated knowledge management
Complex case workflows – Configure multi-step case processes with escalation paths, SLA tracking, and automated routing
Triage cases agentic workflow – Automates case triage end-to-end with AI agents for context validation, duplicate identification, entity extraction, document verification, and intelligent routing
Provide Customer 360 insights agentic workflow – AI agents surface case actions, customer context, and troubleshooting steps from a unified view
Summarize – Summarize cases, chats, calls, and sidebar conversations with Now Assist
Reply recommendations – Generate contextual email and chat reply recommendations to reduce agent effort
Resolution notes and KB generation – Automatically generate resolution notes and knowledge base articles from case interactions
AI Search and Virtual Agent – Surface relevant knowledge in real time and deflect routine inquiries through conversational AI
Sentiment analysis and trending topics – Identify at-risk interactions and monitor emerging issues from dedicated dashboards
AI voice agents for CSM – Handle case status inquiries and case creation over voice channels