The Celonis Front Office Suite

Customer expectations have never been higher. Yet, front office teams are often slowed down by manual processes, siloed data, and reactive service models. This leads to long wait times, inconsistent answers, and a poor customer experience that ultimately drives churn. Companies struggle to connect the dots across the customer journey to move from reactive problem-solving to proactive engagement.

The Front Office Suite transforms your customer-facing operations. This joint solution leverages the Celonis Platform for Customer Experience to connect back-office and front-office processes, driving end-to-end improvements by identifying friction points and uncovering opportunities for impact. This triggers Generative AI agents, powered by Microsoft Copilot Studio and Azure AI Foundry, to automate case management, provide instant answers to inquiries, and predict customer behavior, allowing you to deliver a seamless and intelligent experience at every touchpoint.

• Deploy Intelligent Service & Case Management: Eliminate manual triage. Automatically categorize and route service tickets and claims, provide AI-powered status inquiries for customers, and empower agents with generative AI assistants to resolve complex issues faster and more accurately.

• Create a Proactive Customer Journey: Move from reactive to proactive engagement. Predict and prevent customer churn, harmonize customer data for a true 360-degree view, and ensure on-time delivery promises are communicated effectively.

• Harness the Power of Celonis and Microsoft for CX: This suite operates on a powerful synergy where Celonis process intelligence finds the friction in your customer journey, which then activates Generative AI running on Microsoft to deliver a seamless experience.