Assign the Best Agent to the Case Every Time

Improve case resolution and customer satisfaction with SupportLogic SX case assignment

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Every Positive Support Experience Begins with the Right Agent

Match the right agent to the case using NLP based on relevant skills and experience

Infer the skills needed to solve every case and compares against your team’s skills.

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Route and assign cases using continuously updated machine learning.

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Improve CSAT by getting the best available agent in contact with your customer quickly.

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Five factors combine to ensure the optimal agent is on every case

  • Time overlap
  • Skill relevancy
  • Case complexity
  • Customer history
  • Bandwidth
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Go beyond rules-based routing

Identify optimal agents in real time using machine learning and reduce the manual effort of case assignment and the inefficiencies of rules-based routing. Take advantage of a case routing system that “teaches itself” over time.

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Resolve cases faster with fewer handoffs

Let agents work the cases they know best, set them up for success, and boost your SLA and CSAT.

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Technology Leaders Love SupportLogic

“Our management team uses SupportLogic as our eyes everywhere. SupportLogic SX case assignment detects who the best and
most qualified people are.”

Patrick Martin

VP of Technical Support

Coveo used SupportLogic SX Case Assignment to reduce Mean Time to Resolution (MTTR) by over 50% (from four days down to two).

53

%

Decrease in MTTR

31

%

Increase in first-day resolution

56

%

Reduction in escalation requests

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