Conversations are scattered
Calls, WhatsApp, email and tickets live in different tools, so agents lose context between channels.
Cogover Service
Turn every customer request into a controlled service workflow.
Cogover Service unifies voice, WhatsApp, email, tickets, routing, SLA timers, escalations, AI assistance and supervisor dashboards, so service teams resolve customer issues with speed, ownership and visibility.
Bring one real service process. We'll show how Cogover captures the request, routes it, tracks SLA, escalates risk, and gives supervisors live visibility.
TKT-5530Refund delay · Policy IN-88
SLA at riskWWhatsApp☏Voice@Email#Ticket
48mSLA left
Resolve by4:30 PM today
AssignedRKRahul K. · Tier 2
PriorityHigh
Escalation rule: auto-route to L2 if unresolved at 0:00.
Visible to supervisorCustomer timeline attached
Built for high-volume service teams
BPO & CXInsuranceNBFCEnterprise supportField service
The problem
Service teams don't fail because they lack channels. They fail because requests lose ownership.
Every channel adds another inbox. What's missing is one place that holds each request to an owner, a deadline, and a visible outcome.
SLA risk appears too late
Supervisors only discover delays after customers complain or deadlines have already been missed.
Escalations depend on manual follow-up
Cases get stuck because ownership, priority and next steps are unclear, with nobody accountable.
Managers lack live control
Reports show what happened yesterday, but not what is happening right now across the queue.
The Cogover operating loop
One service workflow from request to resolution.
Every customer request becomes an accountable case. This is the path each request travels inside Cogover Service, from the moment it arrives to the supervisor seeing the outcome.
01Request receivedvoice · chat · email · ticket
02Context attachedcustomer timeline
03Case createdpriority · category · SLA
04Owner assignedagent · team · queue
05SLA monitoredtimer · escalation
06Resolution visiblesupervisor dashboard
One owner per caseSLA risk surfaced earlyAuto-escalation on overdueFull audit trail
From scattered to controlled
From scattered service channels to controlled customer operations.
Same team, same volume. The difference is whether every request lands on one timeline with an owner and an SLA, or scatters across tools nobody can see at once.
Before Cogover Service
With Cogover Service
×Calls, WhatsApp, email and tickets are separate
Every request lands on one customer timeline
×Agents switch between tools
Agents work from one service workspace
×SLA is tracked manually
SLA timers and escalations run automatically
×Managers ask for status updates
Supervisors see workload and risk live
×Customer history is incomplete
Full interaction context stays attached
×Reports come after the problem
Dashboards show operational risk in real time
What's inside
Six capability groups for omnichannel service operations.
Channels, tickets, routing, SLA, AI and supervisor visibility share one data model, so service execution stays connected instead of split across tools.
01 · Omnichannel inbox
One workspace for every channel
- +Voice conversations
- +WhatsApp conversations
- +Email support
- +Ticket intake
- +Customer timeline & conversation history
02 · Ticketing & case management
Every request becomes a case
- +Ticket creation & categorization
- +Priority tagging
- +Status tracking
- +Internal notes
- +Customer history
03 · Routing & queue control
The right request, the right agent
- +IVR and routing
- +Queue management
- +Agent assignment
- +Team-based ownership
- +Workload visibility & escalation routing
04 · SLA & escalation
See risk before customers complain
- +SLA timers & due dates
- +Escalation rules
- +Overdue alerts
- +Priority-based handling
- +Supervisor notifications
05 · AI-assisted operations
Context faster, next step clearer
- +AI summariesAI
- +Intent classification & priority detectionAI
- +Suggested next actionAI
- +Auto-tagging
- +Faster case handover
06 · Supervisor visibility
A live view of the operation
- +Live supervisor dashboard
- +Agent workload
- +SLA breach risk
- +Case aging & channel volume
- +Resolution status
Built for your team
One service operating layer, shaped to your volume.
The same workflow runs across the service teams that carry the highest request volume in India.
Run high-volume customer service with supervisor control
ContactCase createdAgent assignedSLA trackedQA reviewedDashboard
Control renewals, claims, complaints and service requests in one workflow
InquiryPolicy contextTicketSLAEscalationResolution
Replace fragmented support tools with one service operating layer
Email / chat / callTicketOwnerInternal taskCustomer updateClosure
Turn service issues into assigned operational work
RequestCategoryTeam assignedTask createdUpdate trackedCase closed
Why more than a helpdesk
A helpdesk records issues. Cogover Service controls service execution.
Traditional helpdesk
Cogover Service
Intake
Receives tickets
→ Connects conversations, tickets, tasks, SLA and workflows
Scope
Focuses on the support inbox
→ Manages the full service operation
Channels
Separates channels
→ Unifies voice, WhatsApp, email and tickets
Tracking
Tracks status
→ Tracks ownership, due date, SLA, escalation and outcome
Visibility
Reports after the fact
→ Gives supervisors live visibility
Process
Limited process control
→ Configurable workflows and escalation rules
Traditional helpdesk
Intake
•Receives tickets
Scope
•Focuses on the support inbox
Channels
•Separates channels
Tracking
•Tracks status
Visibility
•Reports after the fact
Process
•Limited process control
Cogover Service
Intake
→Connects conversations, tickets, tasks, SLA and workflows
Scope
→Manages the full service operation
Channels
→Unifies voice, WhatsApp, email and tickets
Tracking
→Tracks ownership, due date, SLA, escalation and outcome
Visibility
→Gives supervisors live visibility
Process
→Configurable workflows and escalation rules
Governance & control
Built for teams where every delay has a cost.
Cogover Service gives operations leaders the controls that keep service predictable: who owns what, what is due, and what happens when it slips.
Roles & permissionsTeam queuesSLA rulesEscalation pathAudit trailCustomer timelineHandover visibilityData rules
Channel→Ticket→Owner→SLA→Escalation→Audit→Dashboard
Supervisor command center · live
SLA risk, visible at a glance
Open tickets
128
SLA at risk
11
Overdue cases
3
Avg response
2m 40s
Escalated
5
Resolved · 7d
1,204
Implementation path
Start with one service workflow. Expand across operations.
Go live on a single process, then extend channels, queues and SLA rules as you scale.
Map your service process
Channels, case types, teams, SLA rules and escalation paths, captured from how your team works today.
→
Configure Cogover Service
Inbox, ticket forms, queues, routing, SLA timers and dashboards, set up with no code.
→
Launch with your team
Agents work from one workspace; supervisors track SLA, workload and outcomes live from day one.
Packages
Choose the package that matches your channels, SLA complexity and team size.
Service packages scale by users, channels, workflow volume and implementation scope.
Service Starter
For teams moving from shared inboxes and manual ticket tracking.
Talk to sales
- Ticket intake & status
- Customer timeline
- Basic SLA timers
Service Standard
For teams needing omnichannel inbox, routing, ticketing and SLA visibility.
₹1,399/ user / mo
Billed annually · GST extra- Omnichannel inbox
- Routing & queues
- SLA timers & alerts
- Supervisor dashboard
Service Premium
For teams needing advanced escalation, reporting, AI assistance and supervisor control.
Talk to sales
- Advanced escalation
- AI assistance
- Advanced reporting
Service Enterprise
For large operations with custom workflows, governance, integrations and dedicated rollout.
Custom
- Custom workflows
- Governance & integrations
- Dedicated rollout
Not sure which fits? Book a service workflow demo and we'll size it to your channel volume and SLA complexity.
Questions, answered
Before you book a demo
Cogover Service includes contact center and helpdesk capabilities, but it is designed as a service operations system. It connects conversations, tickets, routing, SLA timers, escalations, workflows and supervisor dashboards in one platform.
Book a service workflow demo
See your service workflow running in Cogover.
Bring one real service process: a complaint, a renewal request, a support ticket, a BPO case, a claims inquiry or an SLA escalation. We'll show how Cogover Service handles it end to end.
- Captures the request across any channel
- Routes it to the right owner and queue
- Tracks SLA and escalates risk automatically
- Gives supervisors live visibility of the outcome
A specialist will tailor it to one of your workflows.
