Customer360
See the customer beyond the latest ticket.
Customer360 brings customer conversations, calls, live chat, voicemail, CSAT and forms into a connected view. Agents can understand the earlier interactions before deciding how to handle the one in front of them.
THE WORKFLOW, EXPLAINED
What does Customer360 show?
Customer360 brings conversations, calls, live chat, voicemail, CSAT and forms into a connected customer view. Agents can inspect earlier interactions and submitted details before responding, while agentic AI can use the complete customer history to provide recommendations.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Customer360
Start with what has already happened
The latest message rarely explains the whole request. Review the customer's earlier conversations and contact activity to understand what they asked, which teams were involved and what needs attention now.
Review conversations associated with the customer.
See calls and live chat alongside other service interactions.
Include voicemail in the customer contact picture.
Use the history as context for the next reply, transfer or follow-up.
Customer360
Read the customer’s feedback alongside their service history
CSAT and forms add information that a transcript or ticket alone cannot provide. Connect what the customer submitted and how they felt about service with the interactions your team is handling.
Review customer satisfaction (CSAT) information.
Consult forms associated with the customer.
Use submitted information when assessing the next action.
Give a colleague the context needed to continue the conversation.
Customer360
Give agentic AI the context behind the question
Voz360's agentic AI can use the customer's complete history to provide recommendations. Agents can consider those recommendations alongside the conversation, rather than rely on a suggestion formed only from the latest message.
Use customer history to inform recommended next steps.
Generate draft replies with the earlier interactions in context.
Enhance a reply while preserving the purpose of the customer request.
Review AI output before using it in the service conversation.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Pick up where the last interaction ended
A customer calls after submitting a form and chatting with support. The next agent needs the sequence and the details already captured.
- 01
Open the story
Find the earlier conversation and the latest form.
- 02
Review contact
Check the related call, chat or voicemail history.
- 03
Prepare
Use a history-informed AI recommendation as a starting point.
- 04
Respond
Confirm the next action with the context already in view.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind customer360.
How does Customer360 help an agent taking over?
The agent can review the earlier contact and service information before replying. This provides context for a transfer, a follow-up or a recommendation without relying only on the most recent ticket message.
MAKE THE EVALUATION SPECIFIC
Make every new contact feel like a continuation.
Show a customer journey with a form, a call and a follow-up message.