Do you use Genesys? See how ServiceJourney elevates your CX to new levels
A complete email-centric customer service solution that captures, triages, and automates large volumes of emails.
Email customer service remains a popular support channel because it’s convenient, mobile-friendly and traceable.
- Despite email being the preferred contact method for many customers, responses usually take 24 to 72 hours.
- Agents either spend a lot of time crafting personalized responses or simply provide generic answers that force customers to more expensive channels.
- Supervisors are overwhelmed manually triaging, re-assigning and re-prioritizing.
- ServiceJourney provides advanced email features that go beyond a simple ticketing or help desk system.
- It enhances the contact center with email-to-case capabilities, content analysis, routing rules, SLAs, workflow, artificial intelligence and personalization.
Customizable to fit your service teams
Easily tailor ServiceJourney to work for you. Configure email rules, set up auto-replies,
bring in customer data, automate repetitive tasks, and more.
Capture and track every email
Automatically prioritize and assign emails to the most suitable agents based on configurable criteria like language, brand, and keywords found in the email body or customer segment. Serve your customers with a solution that supports millions of monthly emails along with unlimited inbound and outbound email channels.
Provide context at every level
Recommend canned responses and snippets that are pre-filtered based on context analysis. Provide real-time customer data from your CRM, billing system or any other tool you use.
Go beyond simple ticketing
Thanks to Email-to-Case capabilities emails are converted to one or more service request cases that come with enhanced automation, workflow, and task management.
Features your team will love
Everything you need to run your service department
Automatically delegate emails to agents based on condition rules, availability and priority.
Enrich the email view with real-time customer information and suggested responses.
Determine when and how an email can be processed without an agent’s involvement.
SLA and Business Hours
Avoid SLA breaches with re-prioritization and proactive notifications.
Language & Brand Detection
Route and respond to emails consistently with the correct language and brand.
Track all your key performance metrics. Identify areas of improvement and fix them.
Ensure a customer’s replies are handled by the same agent.
Further automate routing by connecting with other systems. Pull loyalty level, account number, more.
Extra Features for Genesys
Search across all captured emails and manually take ownership or reassign them to another queue.
Auto-answer emails, automatically set wrap-up codes and disconnect when agents are done.
Stop working on an email to handle a higher priority interaction or schedule a response for a later time.
Multiple Email Actions
Allow agents to reply, forward and more without auto-disconnecting on the first action.
Enterprise-grade email management
ServiceJourney is great for mid-sized and large organizations that need an end-to-end solution
that meets their unique needs.
When you need it, ServiceJourney is designed to scale. From thousands of agents to millions of emails, we have you covered.
ServiceJourney supports localized and internationalized email templates, interfaces, self-service portals, articles and more.
Provide consistent service across different brands and product lines regardless if you have dedicated teams for each or a more complex cross-functional structure.
Route emails and screen-pop them along with real-time customer data right onto your contact center’s agent’s desktop. See an example with Genesys.
Taking advantage of the Genesys agent desktop
The customer service experience should be smooth and painless. Agents need to move through their work efficiently, with as few unnecessary interruptions as possible. Ideally, an agent should be able to solve the problem in front of them quickly and easily. That’s the...
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