Do you use Genesys? See how ServiceJourney can elevate your CX to new levels!
ServiceJourney
Customer 360
Service-centric customer data view that adapts to the customer’s journey
Overview
Giving agents a holistic view of the customer ensures both a personalized CX and a quick resolution.
Problem
Customer data resides in multiple siloed sources such as CRM systems, legacy apps, billing databases and spreadsheets.
Customers become frustrated waiting for agents to chase down information and people. Where to look is often a matter of “tribal knowledge” developed over time by a limited number of seasoned employees.
Solution
ServiceJourney’s built-in Unified Customer Profile connects customer data across multiple systems and intelligently presents it to the agent on a single screen – highlighting the most relevant information and actions to the customer’s journey. That’s how you achieve a smarter 360-degree view.
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.
Data Management
Mash up your golden record
Retrieve customer data in real-time across all data sources – be it past purchases, open customer service tickets, recent emails or even portal inquiries.
Then display the unified customer profile on a single screen so your agents don’t need to jump between different systems.
Intelligent UI
Highlighting what matters
Focus attention on the customer information that will help you create engaging experiences. Employees can focus on helping customers instead of wasting time sorting through irrelevant details.
ServiceJourney personalizes the customer profile to maximize outcomes – from alerting agents of a recent account change to suggesting relevant knowledge articles.
Automation
Automate repetitive tasks
Make everyone productive by automating manual tasks, and connecting to any system, legacy or API-based, through the simplicity of one platform.
ServiceJourney gives your team a productive user experience. Kick off cross-system workflows with a single button, and watch as it intelligently routes cases to the best employees and auto-complete forms with ease.
Low-Code Configuration
Meet your exact needs
Your customer data and processes, like your business, are unique. Low-code gives you power to go-live quickly and the flexibility to adapt as your needs evolve.
ServiceJourney’s enterprise-grade configuration tools let’s you build data models, visually design workflows, configure business rules and connect to your core systems.
Features your team will love
Everything you need to run your service department
Dynamic Customer View
Context-aware view of important cases, interactions, appointments and internal or external data.
Account Hierarchy
Organize customers, departments, accounts, and contacts into parent-child views.
Emails & Templates
Email customers back-and-forth, their replies are automatically routed to stakeholders. More…
Dashboards & Reporting
Configure role-based, visually appealing dashboards or create custom ones with advanced analytics.
Customer Workflows
Initiate service requests right from the customer view – orchestrating tasks and automating work.
Real-Time Case Progress
Clearly see a customer’s past and open requests, what the next steps are and escalation paths.
Data Modeling
Visually define the customer model, and then configure forms, pages, reports, events and rules.
Integration
Connect with your core systems, marketing tools and legacy apps to pull data or automate tasks.
Extra Features for Genesys
Screen-pop
Preload the customers profile inside the agent workspace when they accept an interaction.
External Contact Sync
Maintain omnichannel integrity by auto-syncing Genesys External Contacts with ServiceJourney.
Interaction History
Show what actions were taken during every interaction – from agent notes to resulting cases.
Single-Screen Workspace
Create cases, follow-up on existing ones, wrap-up and more without leaving the Genesys dekstop.
Resources
What is “AI” in Customer Service?
Learn why breaking down data siloes is critical to transforming customer experience with AI.
Customer Service
A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.
Case Management
See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.
Get in touch with experts
