Predict: Escalation Management
Escalations are expensive— they take time and resources away from your organization and lead to customer dissatisfaction and churn. Predict finds cases likely to escalate before they do, showing you the smoke before the fire breaks out.
Assign: AI-Driven Case Assignment
Customer support frustration starts with the time wasted getting a case to the right agent. Even worse, getting the case to the wrong agent means longer case cycles, customer friction, higher likelihood the case escalates, and agent frustration from being assigned a case that doesn’t match their skills or expertise. This all leads to high mean time to resolution (MTTR).
Elevate: Agent Coaching & Case Evaluation
SupportLogic SX Elevate is the simple, streamlined agent evaluation workflow that promotes consistent case review and coaching. Elevate enables a manager to identify and mentor from the most relevant cases in real time, and save time with a rubric-guided evaluation interface.