SupportLogic Cognitive AI Cloud: Powered by Ambient AI Agents
Elevate SX
Improves Support Quality
Automated and manual QA, voice analytics, and predictive scoring helps managers coach agents effectively, either in reivews or real-time to ensure every customer interaction meets your standards.
Powered by Coaching and Voice Agents
- Auto QA
- Manual QA
- Custom Scorecard
- Arbitration
- Auto QA Score
- CES Score
- 54+ ML Models
- Tonal Analysis
- Voice Transcription
- Grammar Check
- Sentiment Detection
- Zero Tolerance Policy
- Grade the Grader
- Resolution Detection
- GenAI Summary
- AI Suggestions
- Profanity Detection
- Professionalism Detection
- Hold Detection
- Dead Air Detection
- Redaction
- Performance Trends
- QA Analytics
- Agentic Reasoning
Core SX
Drives Efficiency
Understand customer sentiment, reduce costly escalations close cases more quickly, and drive retention and procative engagment.
Powered by Sentiment Agent, Escalation Agent, Prioritization Agent, Routing Agent, and Language Agent
- Sentiment Analysis
- Escalation Prediction
- Backlog Management
- Text Analytics
- Data Cloud
- Proactive Alerts
- SLA/SLO Management
- Embeddable Widgets
- CRM Writeback
- Agent Scheduling
- Grammar Assist
- Next Best Action
- Case Summarization
- Account Summary
- Account Health Score
- Auto Case Assignment
- Virtual Teams
- Virtual Accounts
- Virtual Queues
- Slack Integration
- MS Teams Integration
- Case Prioritization
- Language Translation
- Escalation Review
Resolve SX
Empowers Customers and Agents
It retrieves the right information instantly, so agents and customers get quick, reliable, and accurate responses without searching through endless documentation.
Powered by Knowledge Agent and Prioritization Agent
- Precision RAG Answer Engine
- Integration with Salesforce Experience Cloud
- Knowledge Integration with Slack / MS Teams
- Integration with Atlassian JIRA & Confluence
- Knowledge extraction from existing cases
- Related cases suggestion
- Integration with Internal and External KB articles
- Embeddable CRM Widget for Agents
- Embeddable Search Widget for Customers
- Draft KB article creation
- Knowledge summary with source citation
SupportLogic Delivers Fast ROI and Sustained Value
Eliminate survey tools, analytics, and routing software—delivering immediate ROI through consolidation
Reduce escalations by up to 80% and help teams scale without increasing headcount
Protect and expand revenue by improving net dollar retention (NDR)—a key CFO priority
Uncover and act on growth opportunities and critical risks
Frequently Asked Pricing Questions
SupportLogic uses a combination of usage-based pricing and seat-based licensing.
Usage-based pricing (UBP) is for the volume of data processed (case interactions, voice transcripts, and chat sessions) and provides flexibility because you only pay for the features that you use. UBP allows you to try Core SX and Resolve SX and determine if it is a fit for your needs without a big up-front financial commitment.
Seat-based licensing is for agents and account managers to use specific modules: Assign, Elevate, Assist, Expand.
UBP is a pricing model where the cost of a product or service is based on the amount of usage or consumption by the user. Instead of charging a flat fee for a product or service, you pay based on how much you use the product or service.
The main benefit of UBP is that you only pay for the features you use, instead of paying a flat fee regardless of actual usage. This can be particularly appealing to those who have varying levels of need for a product or service, as it allows them to pay for only what they use rather than being “overcharged” for resources they don’t need.
Core SX is usage-based and add-on modules are seat-based.
Yes, we offer an Enterprise Licensing Agreement. Please contact us.
At the beginning of the contract term, your account is funded with a preset amount of credits (starting at 2.5 million credits, up to 100 million). Users are given access to all existing and future functions of the product, and based on various actions taken in the product, credits are deducted from your balance.
A credit is the base unit of usage within SupportLogic SX. The credit value of actions varies based on the complexity and the value of the insights created by each action.
You can access the billing and usage portal at any time by going to the Control Center-Settings (in the bottom left panel) and clicking Billing and Usage. Here you can view detailed reports on your organization’s credit usage and monitor your team’s actions.
Alerts can be configured to regularly monitor your usage. However, if you see there’s a chance your credits may get exhausted before the renewal date, you have additional options to “right-size” your account.
No you won’t lose access to the product, but your ability to use the product will be limited.
All dashboard usage and analytics are free per use. You can also view data across various sections of the UI without using credits.
Taking actions within the product consumes credits.
SupportLogic customers have access to every feature. Use the features you like, and SupportLogic automatically tracks your usage against your allotted credits.
None whatsoever. You get unlimited users and unlimited licenses.
No limitations, as long as the users belong to your organization.
Elevate Your Support Experience
Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform