Effortless customer experience, first contact resolution and extensive self-care functionalities are the new demands of today’s customers. Etiya’s CSM offers a comprehensive solution with ticket management, workflow and interaction management and knowledge management, both for assisted and self-service channels. Machine learning algorithms provide predictive and prescriptive customer service recommendations for quick and tailored solutions. Sentimental, contextual, and customer behavioral analyses help improve both CSR efficiency and customer satisfaction.