Customer Service Management Advanced is a complete customer service platform with built-in GenAI and agentic AI, purpose-built for customer service agents, service managers, CS administrators, and AI practitioners. Manage the full customer lifecycle — from case creation through resolution — across voice, chat, email, and web, with AI accelerating every step. 

- Customer & contract management – Manage customers, contacts, contracts, products, and installed base from a unified platform
- Omnichannel engagement – Route and manage customer interactions across voice, chat, email, web, and portal with proactive communications
- Customer and partner portal – Provide self-service access through branded portals with integrated knowledge management
- Complex case workflows – Configure multi-step case processes with escalation paths, SLA tracking, and automated routing
- Triage cases agentic workflow – Automates case triage end-to-end with AI agents for context validation, duplicate identification, entity extraction, document verification, and intelligent routing
- Provide Customer 360 insights agentic workflow – AI agents surface case actions, customer context, and troubleshooting steps from a unified view
- Summarize – Summarize cases, chats, calls, and sidebar conversations with Now Assist
- Reply recommendations – Generate contextual email and chat reply recommendations to reduce agent effort
- Resolution notes and KB generation – Automatically generate resolution notes and knowledge base articles from case interactions
- AI Search and Virtual Agent – Surface relevant knowledge in real time and deflect routine inquiries through conversational AI
- Sentiment analysis and trending topics – Identify at-risk interactions and monitor emerging issues from dedicated dashboards
- AI voice agents for CSM – Handle case status inquiries and case creation over voice channels