Service Management Platform
An omnichannel customer experience platform that improves customer care and lowers call center OPEX
The Service Management Platform is the choice of hundreds of CSPs looking to drive loyalty and achieve ROI – fast. It utilizes machine learning algorithms from Bell Labs to create dynamic intelligent workflows that drive troubleshooting actions with the highest predicted resolution for a customer at the time they call or use self-help.
Most importantly, the SMP enables you to offer integrated customer service by enabling visibility of issues, workflows, and resolution across all channels to significantly reduce agent and customer effort and improve first call resolution.
- More than 1.5 billion devices for 300 customers
- Approximately 1 million CSRs
- More than 2.5 billion workflow executions per month
- More than 10 million self-service sessions per month
improvement in NPS
reduction in propensity to call
reduction in truck rolls
increase in FCR
reduction in AHT