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BMC Helix Customer Service Management
Maximize the value of your customer interactions
Overview
Revolutionize customer service with enterprise-grade agentic AI to deliver customer service excellence and 360-degree customer intelligence. Guide agents, automate workflows, and put the customer at the heart of every interaction.
Customers continue to demand more from customer service
Customer expectations keep climbing, and service teams need the speed, autonomy, and AI-driven guidance to keep up. Meeting that bar means gathering data from every customer touchpoint and system into one place.
BMC Helix Customer Service Management (CSM):
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Delivers a 360-degree view of the customer, pulled from every system of record, for a more personalized experience
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Powers every interaction with an agentic AI-enabled platform for consistent, efficient, tailored support
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Supports omnichannel engagement across self-service, chat, email, and phone
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Integrates easily with customer relationship management (CRM) systems, telephony, billing, and the workflow tools agents already use
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Enables teams to build and adjust service workflows quickly with low-code/no-code tools
Agentic AI that works for your team
Great customer service increasingly depends on AI that can act, not just assist. BMC Helix AI agents bring agentic AI into every step of the customer service lifecycle, from the moment a customer reaches out to the point their issue is resolved.
BMC Helix Customer Service Management puts agentic AI to work by:
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Empowering customers with BMC Helix Customer Navigator, a self-service AI assistant that has natural conversations, fetches account details, and creates cases on their behalf
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Giving agents AskGPT and AI-driven summaries so they can take on autonomous tasks, from case summarization to smart resolution guidance, and focus on what matters most
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Capturing sentiment analysis at case creation and tracking it in real time as new communications arrive, so agents can prioritize and personalize every response
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Automating routine workflows end to end with BMC Helix Knowledge Curator, which surfaces the right article for customers and agents alike, cutting manual effort and speeding time to resolution
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Integrating seamlessly with the broader BMC Helix AI platform to extend the same intelligence across the enterprise
Informed decisions with comprehensive data
Contact center managers have complex responsibilities when it comes to teams, individual agents, and customers. The dynamic nature of the role requires the right tools and data to assess and act on agent performance, productivity, customer service quality, and more.
BMC Helix Customer Service Management supports contact center managers with:
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Agent 360 to provide visibility into domain and soft-skill performance and support targeted coaching and development
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Continuous service improvements to track agent and group performance metrics alongside customer survey results
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Intelligent routing to assign cases to the right agent based on skill, category, customer segment, and service type
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Service quality workflows that capture the customer's experience across the full case journey to highlight opportunities for improvement
Provide high-quality customer service
Frontliner, resolver, and service quality agents all contribute to customer satisfaction. Empower them to address customer inquiries and concerns quickly and effectively.
BMC Helix Customer Service Management helps customer service agents with:
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AI-enabled BMC Helix Agent Assist, which offers AI-driven summaries and guidance so agents can resolve cases with less manual work
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Agent playbooks that guide agents to ask the right questions, drive first-contact resolution, and surface relevant offers like promotions, discounts, or refunds
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A global search that unifies case details, knowledge articles, and customer insights in a single, fast search experience
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A real-time case activity log with notes and colleague tagging to keep cross-functional teams aligned on every case
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A 360-degree view of each customer for more personal, accurate support
Exceptional customer service that drives loyalty and satisfaction
Customer and employee expectations have never been higher. Staying competitive means delivering a personalized experience that meets customers where they are, in their channel of choice, and uses their status, sentiment, and history to shape every engagement.
BMC Helix Customer Service Management delivers measurable business results by:
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Increasing customer loyalty and satisfaction
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Delivering a better, more personalized customer experience
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Speeding resolution with faster, AI-guided case handling
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Improving agent productivity and consistency in service quality
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Reducing churn and strengthening retention
Dive deeper
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Webinar: Unified Service Management Bringing AI Powered CSM into Your ESM Strategy
Watch this OnDemand webinar and learn about the future of enterprise service management is here and it's intelligent, connected, and built on a scale.
