Engage and service customers through the channels of their choice with AI powered continuous service capabilities. Deliver speed and flexibility with minimum processing times, responsiveness, and needs-based service. Unify SMS, social media, live chat, email, messaging and chatbots into conversations with customers to give them what they need, when they need, delivered at their preferred channel.

1. DELIVER HYPER-PERSONALIZED,
INTELLIGENT SERVICE ON DEMAND
Engage proactively and reactively with customers to become value
driven problem solvers

2. The NEXT normal of customer service is here.
Business leaders who are early adopters of
innovative, continuous channel, effort-less,
contextual service strategies are revolutionizing
customer care. Achieve impressive results in
customer engagement and experience, increase
first call resolution and efficiency, while lowering
operational costs.
Engage and service customers through the
channels of their choice with AI powered
continuous service capabilities. Deliver speed
and flexibility with minimum processing times,
responsiveness, and needs-based service. Unify
SMS, social media, live chat, email, messaging
and chatbots into conversations with customers
to give them what they need, when they need,
delivered at their preferred channel.
DELIGHT MORE WITH LESS

3. CLOUD NATIVE CONTINUOUS SERVICE PLATFORM
Your cloud strategy, delivered your way - Public, Private or Hybrid.
SMART ENGAGEMENT CENTRES
EXTREME SELF SERVICE
RAPID FIELD SERVICE
BIG DATA DRIVEN AI
• Data Modelling
• AI
• Advanced Analytics
• Segmentation
• Portfolio
Intelligence
• Advanced Integration
• Action Layering
• Codeless visual
design studios
• 7 layers of journey
and process designers
• Intelligent and
adaptive processes
• Integration
• Applied AI
• Reporting
Data Management
& Ai
Relationship
Innovation
Agile Robotic
Process Automation
Omni-channel
Service
• Architecture
• Deployment
• Scalability
• Security
• R&D Connect
Platform
Architecture

4. SMART OMNICHANNEL ENGAGEMENT

5. Service 360
Capture service requests including from any channel including email, SMS,
web, social, whatsapp, Facebook Messenger, Google Business Messenger,
call centre, branches. Enrich cases automatically with customer information,
categories, sub-categories and sub-sub categories to deliver instant
solutions with contextual knowledge. Capability to create parent and child
cases to simplify case logging for customers and provide accurate turn
around times.
Smart Bots for High First Contact Resolutions
Increase First Touch Resolutions and close cases faster with chatbots for
both, customers and contact center teams, powered by real time continuous
intelligence capabilities, quicker knowledge search, seamless handover to
human support.
Create a Single view of Customer
Get a single integrated view of the customer with real time display of
product holdings, transactions, interactions, service requests, happiness
score, churn score, sentiment analysis and real time intelligence for superior
service delivery powered by a unified Customer Data Platform.
Intelligent Journey and Process Designers
Leverage the power of 7 layers of proprietary AI driven journey and
process designers to create agile and adaptive processes. This includes
visual graphical tools to design intelligent and change ready processes and
screens to handle complex workflows, assignment rules and categories of
queries, requests or complaints.
Customers state that quick issue resolution
is the #1 factor for a great call center
experience.
85%

6. Integrations and digital ecosystem
Smart and reliable integrations to assist customers in real time by auto-
populating information, auto-assigning calls depending on multiple
parameters, smart contextual knowledge management and one touch
access to information from multiple systems. Empower service teams
to assist customers in real time with on demand video, text chat or co-
browsing.
Voice of the Customer
Proactively listen to the voice of the customer, quantify customer
sentiments and perceptions. Identify improvements in customer
journeys and prioritize actions that elevate retention and revenue
growth. Collect feedback across channels such as email, websites,
social media, text messaging, voice, a mobile application, in-app, kiosks
and computer-assisted telephone interviewing.
Analytics and Insights
Get tangible measurement of customer experience, loyalty, net
promoter scores, agent efficiency and more with deep analytics and
customizable KPIs.
Connect with your customers like never before
Every customer is unique. Proactively respond to customers at a
personal level and eliminate a one-size-fits-all approach. Connect
and engage customers on mobile, SMS, social media, live chat, email,
messaging, chatbots, Whatsapp, Google Business Messenger, Branch
walk ins and any where else they prefer.
REALTIME
BUSINESS
FABRIC
Deal Proposal
Accepted
by Michel

7. EXTREME SELF SERVICE

8. Bots First Approach
Enable chatbots with machine
learning capabilities to deliver
seamless customer experience,
get savings from automation and
solve customer issues accurately,
quickly.
Self Service Journeys
Enable customers to create
or edit service requests, find
solutions with quick access to
knowledge banks, check status
updates etc.
Self Buying Journeys
Enable customers a simple, quick
way to buy new products with
automated self buying journeys
on any device.
Personalized Offers
with Instant Fulfilment
Create personalized offers with
fast track, automated approval
and fulfilment processes to
increase cross sell and upsell.
Codeless Configuration
Visual designers help to
codelessly design and deploy
your self service portal with
out of the box component and
seamless integration with third
party connectors.
Intelligent
Recommendations
AI powered article, expert
and relevant product
recommendations makes extreme
self service all the more fulfilling.
By 2025, of customer service engagements
will be handled in the first contact through
self-service or assisted service, with no need
for opening a ticket or case.
40%

9. RAPID FIELD SERVICE

10. Create Field Agent Visits from any Case
Create and integrate field visits with accounts, contacts, assets, cases etc.
Intelligent Job Assignment
Automatically assign field visits to the right resource based on time, skills,
location or any configurable business rules.
Geo Tagging
Track field service visits and increase lead connectivity with nearby leads.
Harness Continuous AI
Increase first time visit resolution rate to eliminate multiple trips. Avoid
confusion by automatically prescribing the right set up steps for field
agents.
Measure Performance
Get real time visibility into field operational performance and
customizable KPIs.
By 2023, of all field service work will be
triggered and schedule by AI.
20%

11. BIG DATA DRIVEN SERVICE

12. Augment Agent Capabilities
Automate engagement with chatbots, virtual assistants and natural
language processsing, employ predictive customer analytics and increase
usability and efficiency for both customers and agents. Orchestrate
intelligent customer processes around a case record. Proactively and
reactively engage customers with virtual assistance and quick action links.
Smarter Omnichannel Service Flows
Move beyond traditional case management by pairing with real time
continuous intelligence capabilities and visual service flow designers. Map
out process flows with easy-to-use visualization tools that have an increased
focus on data science, AI and decisioning to create more autonomous
servicing.
Big Data Mining
Extract insights, including sentiment, churn and emotions, through deep
mining unified customer data platform with real time data on customer, case,
lead and opportunity 360 views. Deliver context-sensitive data and insights
to users.
Intelligent Case Volume Handling
Use clustering to automate and deflect increased case volumes with virtual
agents, self service, intelligent advisors, co-browsing etc.
Increase Context Driven Business Moments
Embed AI in case management and combine self-service capabilities with
a digital service and personalized product recommendation portfolio that
delivers consistent, personalized, effortless and intelligent customer service
and sales experiences.
By 2023, of customer service organizations
will deliver proactive customer service using
artificial intelligence, process orchestration
and continuous intelligence.
30%

13. Contact: sales@crmnext.com
 www.crmnext.com | B highimpactcrm.com | L @crmnext
WE DELIVER SUCCESS
REQUEST DEMO
Improvement in
Service Quality
Reduction in average
service turnaround time
Increase in
First time resolution rates
Increase in
Net Promoters Score
Branch cases are enabled
for straight through
processing for instant
fulfilment
Improvement in
Straight-through-
processing
Improvement in
Customer Loyalty Index
Improvement in First
Touch Resolutions
Improvement in Service
TAT
52% 90% 250%
42% 50% 80%
86% 85% 70%