Ascylla CSM
A headless first customer service management solution which will help your organization to organize, track and help your customers proactively when and wherever they need.
Key Capabilities
Flexible API-Driven Design
Omni-Channel Support
Scalable Infrastructure
Decoupled Front and Back-End
Headless Architecture for Seamless Integration
A fully decoupled, API-first architecture that integrates with any front-end technology and adapts to your existing ecosystem.
Flexible API-Driven Design
Easily integrates with any front-end framework or custom user interface through comprehensive REST and GraphQL APIs.
Omni-Channel Support
Deliver a consistent customer experience across websites, mobile apps, chat, email, and social channels from a single service layer.
Scalable Infrastructure
Horizontally scalable architecture that adapts to growing business needs without major overhauls or downtime.
Decoupled Front and Back-End
Allows independent updates and optimizations for front-end and back-end components, enabling faster iteration and deployment cycles.
Dynamic Configuration for Tailored Solutions
Customizable Workflows
Modify service workflows to match specific business processes and customer journeys with a visual workflow builder.
Adaptive UI Elements
Change user interface elements without needing deep coding expertise or redevelopment, using configuration-driven layouts.
Real-Time Configuration Updates
Implement changes instantly across the platform with zero downtime through hot-reloadable configuration.
Personalized Customer Experiences
Tailor service responses and interactions based on individual customer profiles, history, and segmentation rules.
Built-In Customer Information and Project Support
Comprehensive Customer Database
Maintain a centralized repository of all customer interactions, tickets, and data with full-text search and timeline views.
Project Management Tools
Integrated tools for tracking customer projects, service requests, and SLA compliance with Kanban and list views.
Real-Time Updates
Provide up-to-date information on customer status and project progress through WebSocket-powered live dashboards.
Collaborative Features
Allow teams to collaborate effectively on customer issues with @mentions, internal notes, and shared ticket ownership.
Dedicated Portals and Access for Stakeholders
Customer Self-Service Portal
Empower customers with self-service options including ticket submission, knowledge base access, and real-time status tracking.
Agent Workspace
Optimized tools and dashboards for agents to manage customer interactions efficiently with queue management and smart routing.
Admin Control Panel
Full access for administrators to configure settings, manage users, define workflows, and monitor performance metrics.
Advanced Analytics
Gain insights into customer behavior and service performance through comprehensive analytics with exportable reports and trend analysis.
AI-Powered Service Intelligence
Smart Ticket Routing & Prioritization
AI-driven classification that automatically routes incoming tickets to the right team and prioritizes them based on urgency, customer tier, and historical patterns.
Suggested Responses & Knowledge Surfacing
Real-time AI suggestions that surface relevant knowledge articles and draft responses for agents, reducing resolution time and improving consistency.
Predictive Customer Health Scoring
Machine learning models that analyze interaction patterns to predict customer satisfaction, churn risk, and escalation probability before issues arise.