Service & Case Management

Simplify the complexities of consumer service

Emplifi empowers brands to deliver the exceptional digital experiences consumers crave. Our proven solutions, trusted by the biggest consumer brands, increase customer satisfaction, enhance agent efficiency, and safeguard brand reputation and trust.

Omnichannel integration

Centralized command center

Intelligent automation and agent assist

Comprehensive analytics and insights

Agent
Social Care
Chatbot
Knowledge
Voice of the Customer
Analytics

Agent

Emplifi’s solutions for service teams are built from the ground up with automation across the board, helping agents and their managers improve response time, quality, and customer satisfaction.

Unified Command Center

Agent provides streamlined and automated omnichannel engagement for agents.

AI & Automation

Agent boosts efficiency by automatically populating contact fields and guiding agents with the next best steps.

integrated chatbot

Emplifi’s digital self service helps reduce case volume, with seamless handovers to each agent.

agent assist

Help agents resolve cases better and faster by allowing them to access consistent information from one central repository.

Social Care

Streamline social customer care with comprehensive case management that lets you manage both public and private messages without losing continuity. Easily route, open, track, and resolve inquiries across social and review channels using user-friendly, intuitive tools.

Advanced automation

Streamline every step of your customer care workflow with automation for assignments and case status.

Third-party integrations

Easily collaborate with CRM users and seamlessly escalate cases with complete context and data.

Integrated Listening

Proactively respond to both brand engagement and community issues using real-time monitoring.

Governance

Manage permissions, SLAs, audit trails, agent views, case information, and attributes with ease.

Chatbot

Enable your customers with 24/7 support powered by Emplifi’s AI-powered chatbot. From answering frequently asked questions and gathering leads to streamlining shopping, Emplifi’s chatbot enhances customer engagement through personalized interactions, driving higher satisfaction and loyalty.

Omnichannel

Launch across your website, social media, and other digital touchpoints for a seamless user experience.

Escalate to live agents

Automated routing allows customers to escalate to a live agent or subject matter expert and continue the conversation exactly where it left off.

Personalized

Answer questions, activate surveys, share order info, or provide goodwill with automated responses tailored to your brand's voice, tone, and languages.

Instant answers

Lighten your workload with AI to help you create consistent, branded responses while maintaining control over responses.

Knowledge

Emplifi Knowledge consolidates product information, FAQs, scripts, processes, policies, and other resources within a single knowledge system. With these tools at their fingertips, agents can resolve issues more efficiently and effectively.

Learner Tool

Strengthen and expand your knowledge management system with a daily report on what your consumers are asking.

Versioning & History

Keep track of previously published responses for audits and easy rollback.

Authoring Tool

Collaboratively build content across the enterprise with workflow automation and review capabilities within the same platform.

Multilingual

Configure with multiple languages to assist your customers around the world.

Voice of the Customer

Emplifi Voice of Customer (VoC) enables brands to truly understand customers' needs, perceptions, and expectations with innovative survey management tools, helping make faster, more informed decisions by identifying trends, correcting issues, and tracking audience shifts.

Complete customer journey

Better understand the experience of your customers across web, social, and other digital properties.

Proactive survey alerts

Receive alerts for highly turbulent survey response data to swiftly address potential customer issues.

Seamless integration

Easily share VoC surveys from chatbot or from Emplifi products like Community and Care.

Customizable Surveys

Benefit from out-of-the-box, self-service surveys that are fully customizable to meet your specific research needs.

Analytics

Our analytics help you collect valuable, accurate customer data, transform it into actionable insights, and take steps to drive business change. With powerful visualizations, dashboards, and the ability to drill down into details, you'll gain a deeper understanding of your customers' true experience with your brand.

First-Party Data

Collect relevant first-party data, integrate it into your corporate data lake, and analyze it using business intelligence tools.

Dashboards & Visualizations

Generate charts and visualizations from a variety of data sources, combined to be seen and understood quickly.

Robust Filtering & Views

Stick with the big picture or drill down into the details, depending on your needs. Analyze, predict, and normalize data across multiple parameters, uncovering previously hidden connections and insights.