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- Support Operations
- Escalation ManagementPredict and prevent escalations to allocate resources more effectively
- Sentiment AnalysisGo beyond customer surveys and unlock the voice of the customer
- Backlog ManagementImprove support response and reduce time to resolution
- Intelligent Case RoutingAssign the right resource to every customer issue and improve CSAT
- Proactive AlertsSolve issues faster by alerting stakeholders across your business
- Account Health ManagementAnalyze support outcomes and monitor at-risk accounts
- Swarming & CollaborationLoop experts into customer issues using your preferred messaging app
- Customer Support AnalyticsDrill into customer sentiment and product friction using custom reporting
- SLA/SLO ManagementConnect to easy-to-use reporting and streamline support operations
- Text AnalyticsIdentify trends across conversations to find and fix service issues
- Quality Monitoring and Coaching
- Automatic Quality MonitoringMonitor 100% of support channels with zero additional QA resources
- Predictive CSAT and CES ScoresAct on leading indicators to improve quality metrics
- Agent CoachingPerform consistent and objective coaching in real time
- Scorecard BuilderCreate custom rubrics and evaluate performances based on your criteria
- QA ReportingLeverage powerful reporting to better manage support quality
- Voice AnalyticsDetect call quality and coach on 100% of support conversations
- Agent Productivity
- Response & TroubleshootingRespond to the customer with perfect tone and grammar every time
- Summary & ActionRespond faster with case summaries and next best actions generated by AI
- Predictive QueueFocus on important cases first using predictive customer sentiment indicators
- TranslationHandle cases in any language using translation powered by generative AI
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