Customers don’t escalate to be difficult. They go through a range of negativity because nobody bothered to read the room. UNFYD.CX is built for service teams that want to know what’s about to break, before the ticket says it did.
Service teams don’t lose customers to bad agents as often as they lose them to bad routing. The ticket lands in the wrong queue. The reply arrives at the wrong hour. The handoff drops the context the customer already gave once. The customer’s next call is to a competitor.
UNFYD.CX was built to answer a small yet critical set of stubborn questions. Which case is alive. Which one is decaying. Where is the SLA about to slip. What does the customer already know that the agent doesn’t. What does the agent need to do in the next twenty minutes that the playbook didn’t spell out.
It is not a new ticketing tool, but the actual intelligent layer on top, the layer underneath, and the layer between, depending on what you already own. It reads the room before it routes, and it returns the read you wish the dashboard had.
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So we built the ‘unified’UNFYD solution, custom to your friction points and service-plus-customer satisfaction mindset.
Most queues close fast. Few close cleanly. We read the second number, not the first, and tell you which cases are quietly waiting to come back.
Faster bots without a read on which customer deserves a human produce the wrong saves. We move the routing, not just the volume.
What the customer accepts from automation is what service gets to keep. We return both edges of that line, in the same frame.
Yes, there are enough ‘intelligent’ tools. The ‘good’ ones cost too much. The ‘cheap’ ones treat one customer as five different cases on multiple channels. Have you realised, after buckets of money poured, your automation and your AI are siloed outcomes in your current strategy?
Configured by the kind of service automation you want to run.
The point of arrival is where most service queues lose their integrity. Auto-classification is the cheap part. Knowing which case deserves the next twenty minutes is the rest of it.
A reply with a colour next to it is not a resolution. We return a response with the reasoning attached, the article that was used, and the read that QA can defend.
A breach is the worst time to find out a case was sliding. We watch the signals before the SLA clock notices, and route to the human who already saved the last one like it.
The engineer on the road is the part of service most systems forget about between dispatches. We run field workflow, geo-routing, and live know-how on the call, the way the field already wishes it worked.
What the customer answered for themselves is the cheapest support call you never had. We surface which articles worked, which ones didn’t, and what the knowledge base should learn this week.
We sat with unique verticals inside businesses, understanding their unique use-cases. The exact lift is a function of where you start and what you already run.