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. An Interactive Bot Engine enables you to use conversational natural language over a digital channel (text or voice) to resolve issues. This Engine is available through the SMP or as a separate SaaS offering. See “Interactive Bot Service.” 

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. 

SMP supports

  • 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

85%

improvement in NPS

77%

reduction in propensity to call

74%

reduction in truck rolls

60%

increase in FCR

50%

reduction in AHT

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