Omni-channel engagement\nConnect with customers anytime, anywhere\n\nSupport your customers wherever and whenever they need it. Deliver the personalized, consistent service customers expect across their choice of device and channel—including social media.\n\n- Use a unified platform for consistency and visibility across channels\n- Get deeper insights with a 360-degree customer view\n- Personalize interactions based on past interactions and behavior\n\nSelf-service and communities\nHelp your customers help themselves\n\nMake it easy for your customers to find answers on their own, as well as access a community space to connect with peers and subject-matter experts. And when they require it, customers can seamlessly transition to assisted support.\n\n- Offer access to customer service anytime, anywhere\n- Deliver real-time service that’s optimized for any mobile operating system and device\n\nAgent enablement\nHelp your agents succeed through a single user interface\n\nGive your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service.\n\n- Support agents with a visual interface that delivers role-tailored experiences\n- Manage cases faster and provide differentiated levels of support\n- Speed resolution using machine learning and advanced analytics capabilities\n\nUnified knowledge\nGive agents and customers answers on the spot\n\nAccess and deliver consistent answers across channels using a searchable knowledge base. Personalize content on the portal for customers and measure response impact through in-depth analytics.\n\n- Deliver the right answers at the right time across channels\n- Capture content from social media, service interactions, and experts\n- Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needs\n\nDigital intelligence\nBe proactive with built-in digital intelligence\n\nEnable predictive customer service using data analytics built into your customer service software. Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualization capabilities.\n\n- View real-time key service metrics through fully customizable dashboards\n- Automatically detect sentiment and intent on social posts using built-in intelligence\n- Resolve issues faster by using machine learning to reference relevant articles and cases\n- Get quick insights to help identify trending issues