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BMC Helix for Customer Service Management puts your customer at the heart of all interactions, bringing a 360-degree view to Agents, Supervisors, and Chief Customer Officers.

Customers continue to raise the bar for customer service

Enterprises must deliver excellent customer service that is personalized, engaging, proactive, intelligent, and most of all, effective. Doing this requires a comprehensive, collaborative approach that aggregates and actions data from all customer touchpoints and systems.

BMC Helix for Customer Service Management (CSM) elevates your customer service by:

  • Providing a 360-degree view of the customer by aggregating data from all customer touchpoints in a single source of truth
  • Bringing together sales, marketing, and other teams to collaborate with customer care teams
  • Allowing customers to interact through their channel of choice: self-service, chat, email, phone, and social media
  • Delivering relevant knowledge in real-time to customers and agents
  • Integrating with CRM systems, telephony, social listening, billing, payment gateway, campaign management, SMS, GIS, and more
  • Guiding agents with pre-built case flows

Delivering exceptional customer service experiences

Exceptional customer service that drives loyalty and satisfaction


The expectations of both customers and employees are higher than ever. To stay competitive and relevant requires delivering an exceptional, personalized experience. This means meeting the customer in their channel of choice; using their status, sentiment, and history to customize engagements; and empowering employees to quickly and accurately address issues.

BMC Helix for Customer Service Management is an end-to-end solution for delivering exceptional customer service that:

  • Allows you to anticipate customer needs
  • Makes your employees proactive in their customer interactions
  • Delivers experiences that drive customer loyalty
  • Improves your customer service processes and talent
  • Transforms your customer service into a differentiator

Informed decisions with comprehensive data

Group Performance Dashboards

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 everything from agent performance, productivity, and customer service quality.

BMC Helix Customer Service Management (CSM) assists Contact Center Managers with these benefits:

  • Continuous Service Improvements provides metrics for individual agent and group performance, customer survey results, and more
  • Agent 360 has domain and soft skill indicators to support the development of both for a more holistic customer service approach through agent training and badges
  • Service Quality focuses on understanding the customers’ experience during the case journey

Provide high quality customer service

Case creation console

Frontline, resolution 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 agents by offering:

  • Agent Assist guides agents to ask the right questions, to provide First Contact Resolution (FCR), including sales promotions, discounts based on customer profile, refund processes, and more
  • Additional Info provides resolution agents with first contact details to help expedite cases
  • Next Activity provides a visual case progression timeline, Next Case queue, and guided actions based on case status and group entitlements
  • Intelligent Routing ensures agents are assigned based on domain skills, case categorization, customer segment, products, and services

Find out how we transform Customer Service Management

Contact BMC Sales