Customer Service Management

Learn about elevating from case management to customer service management and the impact service management can have on your team and business

Enterprise Service Management

Read our blog posts, case studies, and more focused on centralizing internal service operations and the efficiency that comes with ESM.

AI for Service & Support

AI automation reduces workload, offers valuable insights, and optimizes service

AI for Efficiency

Boost Operational Efficiency

Enhance customer satisfaction and operational efficiency through AI-driven automation and process streamlining

Ticket Routing

Route high-risk customers to agents that have the capacity and necessary problem-solving skills for specific issues based on previous interactions.

Resolution Optimization

Analyze the entire knowledge base, past tickets, and solutions based on category, description, and ticket details, to return summarized solutions for the agent.

Workforce Management

Predict the need for agent resources based on historic performance, patterns of needs, rules for assigning resources, and agent preferences from multiple channels.

Knowledge Creation

Combine the outcomes from those solutions to automatically create knowledge articles that can be surfaced to the end user via self-service or presented to agents as actionable insights during customer interactions.

AI for Personalization

Improve the Customer Experience

Provide personalized service that anticipates and meets individual customer needs with precision

Generative AI Knowledge

Capture extended information during digital self service to present the end user with concise solutions based on generative AI analysis of entire internal and external knowledge systems.

Personalization

Leverage factors such as customer behavior, history, and stage of customer journey to present customized offers to the end user.

Virtual Assistants

Offer insights into products, service, and features through digital self service that may benefit the customer based on features used, sentiment, and past experiences.

SEO W Paper Boost Service Desk New Ticket Prioritization Strats

Whitepaper: Boost Your Service Desk With These New Ticket Prioritization Strategies

The results are in. Our research shows how to improve ticket performance by 10%

Read the Guide

Capita Travel and Events Improves Ticket Resolution Time with Vivantio ITSM

Find out how Vivantio’s service management software tool improved ticket resolution time and increased service levels for the UK’s largest professional services company.

Read the full story

AI for Proactive Service

Deliver Proactive Customer Service

Transform customer service from reactive to proactive, exceeding customer expectations

Language Sentiment Analysis

Review customer calls and text to determine frustration or delight. Review agent communications to detect burnout, anger or uncertainty.

Ticket Summarization

Summarize the communication among customer, agent, and other parties throughout the lifecycle of a ticket, providing actionable task lists so that others can see a quick overview of key points.

Predictive Analysis

Predict future business impacts based on understood scenarios via deep learning of a problem, known errors, and chance management. This could include product defect, shipping delays or service disruptions.

Journey Analytics

Track and analyze how customers and prospects use live and assisted channels to model and anticipate where a customer journey may be stalled or improved, and to suggest best way to move them forward.