Service Command
Center
Resolve issues fast with omnichannel routing, guided playbooks, and AI copilots. Give every agent the context and tools they need to deliver exceptional support at scale.
Everything support teams need to deliver excellence
Six integrated modules that turn reactive support into a proactive, data-driven service operation.
Email, chat, phone, and social conversations consolidated into a single prioritised queue powered by AI triage.
- Unified queue across every support channel
- AI-priority sorting by sentiment and urgency
- Round-robin, skill-based, and load-aware routing
AI suggests responses, surfaces relevant knowledge-base articles, and auto-drafts replies so agents resolve faster.
- Context-aware response suggestions
- One-click knowledge-base article insertion
- Tone adjustment and auto-translation
Real-time SLA timers, escalation rules, and breach alerts with fully configurable thresholds per priority tier.
- Live countdown timers on every case
- Multi-level escalation chains
- Breach alerts via Slack, email, and in-app
Searchable help centre with AI-suggested articles, version-controlled documentation, and self-service portal.
- Full-text and semantic search
- AI auto-suggests articles to agents and customers
- Version history and approval workflows
Automatic satisfaction surveys after resolution with trend tracking, team benchmarks, and actionable insights.
- Post-resolution survey triggers
- Trend dashboards by agent and team
- Detractor follow-up workflows
Composite score derived from support history, product usage, and engagement signals for proactive retention.
- Weighted multi-signal scoring model
- At-risk alerts before churn signals spike
- Health trends synced to account timeline
Tools that make agents unstoppable
From live chat to compliance audit trails, every capability is built to reduce resolution time and increase customer satisfaction.
- Seamless bot-to-human handoff
- Proactive chat triggers by page or intent
- Conversation history linked to contact record
- VIP routing for enterprise accounts
- Sentiment-based urgency detection
- Automatic re-queue on agent unavailability
- Branded customer portal in minutes
- Case submission and tracking for customers
- AI-powered search across documentation
- Immutable audit log for all case actions
- PII redaction and data-retention policies
- Export-ready reports for compliance reviews
From ticket to resolution in three steps
A streamlined workflow that captures every request, routes it intelligently, and arms agents with everything they need to resolve fast.
Inbound requests from email, chat, phone, social, and web forms are normalised into structured cases with full customer context attached.
AI analyses urgency, sentiment, and account value to assign each case to the best-fit agent with the right skills and capacity.
Agents work with copilot suggestions, knowledge-base articles, and SLA timers to close cases fast and trigger CSAT surveys automatically.
Transform your support operation
Deploy the Service Command Center and give your team omnichannel routing, AI copilots, and real-time SLA management from day one.