Do you use Genesys? See how ServiceJourney can elevate your CX to new levels!
ServiceJourney
Customer Workflows
Overview
From address changes to fraud disputes – every company has workflows that can start from any channel and involve multiple service teams.
Problems
- Employees rely on legacy ticketing apps, siloed core systems and manual tasks that slow them down.
- Customers lose trust in a brand because their “simple problems” take too long to resolve.
- Companies lack a platform that can provide both quick wins and long-term transformation.
Solution
ServiceJourney tracks and orchestrates customer workflows across all service teams – connecting systems and breaking silos. It automatically resolves simple customer requests and empowers employees to better handle the more complex ones.
And it’s all done on a unified platform that delivers fast ROI with continuous innovation.
Connecting Your Digital Workflows
Omnichannel + Automation + Integration
Proactive Care
Auto-trigger workflows and notify customers
Self Service
Initiate and resolve with portals and chatbots
Front Office
Deliver personalized care and fast answers
Back Office
Fulfill tasks beyond the contact center
Local Office
Enable frontline teams to give in-person service
Unified Desktop
Automation
Drive employee productivity
Customer service workflows often involve repetitive steps, tedious data entry and jumping between apps. Heavy time consumation and mistakes are common.
ServiceJourney automates these manual tasks – ensuring employees spend their time doing things that actually require a human touch.
Omnichannel
Support channel switching
Eliminating the need for customers to repeat themselves can turn frustrating moments into positive experiences.
Build loyalty with consistent, personalized service even as customers jump between phone, email, SMS, chat and social.
Case Management
Resolve customer issues faster
With ServiceJourney, every customer request is managed, prioritized, triaged, escalated and tracked.
Powerful features to guide agents and back-office employees through even complex processes – improving speed, accuracy and compliance.
ANalytics
Measure your digital transformation
Supervisors can use hundreds of metrics and dimensions to observe and report on First Call Resolution (FCR), bottlenecks, SLA compliance and other KPIs across touchpoints.
ServiceJourney data is clear and structured – making it easy to gain insights with our analytics tools or by connecting the data to your existing ones.
Features your team will love
Everything you need to run your service department.
Case Management
Manage workflows with configurable forms, tasks, SLAs, rules and participants.
Case Workspace
View the entire case enriched with customer data, actionable insights and productivity tools.
Advanced Routing
Automatically assign work to the best employee or team based on rules or their relation with the case.
SLA Management
Set goals and deadlines then automatically escalate or reprioritize at-risk items.
Cross-Team Resolutions
Give agents ongoing visibility into cases assigned to other service teams or the back-office.
Contextual Knowledge
Serve the most relevant guides to the specific case and customer the agent is working with.
Sub-Cases
Split complex issues into smaller pieces and keep track of their relationships.
Custom Data Models
Model your company’s data – like accounts, contacts, products and their relationships.
Extra Features for Genesys
Interaction Tie In
Connect multiple workflows initiated from the front-office to the original conversation.
Conversation History
Pull the customer’s entire conversation history into the case.
Agent Desktop
Screen-pop the customer profile, their workflows and ability to search without leaving the desktop.
Task Distribution
Increase utilization by screen-popping tasks and work items to idle agents.
