Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.
Customer Journey Orchestration (CCaaS)
Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.
Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Unified Communications (UCaaS)
Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.
Workforce Engagement Management (WEM)
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Software products that record agent and customer interactions and provide evaluations to measure quality, provide feedback to agents, and identify insights about your customers. Auto-QA leverages AI to automatically score objective eval questions to allow for 3x-5x more evaluations to be completed than traditional QA.
Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.
Automate customer interactions and provide 24/7 support. Use chatbots to handle routine inquiries, qualify leads, and guide users through simple tasks, freeing up your agents to focus on complex issues.
Coaching and Performance Management
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.
CSAT and Feedback Management (Voice of Customer)
Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.
Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.
Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.
Enhanced Language Understanding
Break down language barriers and improve communication. Use AI-powered language understanding to neutralize accents, translate conversations in real-time, and improve accessibility.
Interaction and Speech Analytics
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.
Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.
Anticipate customer needs and proactively offer assistance. Use AI and machine learning to identify customer intent and deliver personalized experiences at the right moment.
Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.
Robotic Process Automation (RPA)
Automate repetitive, rule-based tasks without coding. Use platforms that deploy software bots to automate tasks and processes. RPA platforms can be customized to nearly any process and steps between current and legacy systems.
Social listening enables businesses to identify, monitor, analyze, and respond to conversations about their brand(s), competitors, and industry across various social media platforms, helping businesses make informed decisions.
Advanced VoIP solutions that provide high-quality voice communication over the internet, offering cost savings, scalability, and a range of features for businesses of all sizes.
Web Digital Journeys (Visual IVR)
Interactive visual IVR solutions that enhance customer engagement by providing a visual interface for navigating support options, improving user experience and satisfaction.
PCI,
HIPAA
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.
Customer Journey Orchestration (CCaaS)
Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.
Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Unified Communications (UCaaS)
Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.
Workforce Engagement Management (WEM)
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Software products that record agent and customer interactions and provide evaluations to measure quality, provide feedback to agents, and identify insights about your customers. Auto-QA leverages AI to automatically score objective eval questions to allow for 3x-5x more evaluations to be completed than traditional QA.
Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.
Automate customer interactions and provide 24/7 support. Use chatbots to handle routine inquiries, qualify leads, and guide users through simple tasks, freeing up your agents to focus on complex issues.
Coaching and Performance Management
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.
CSAT and Feedback Management (Voice of Customer)
Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.
Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.
Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.
Enhanced Language Understanding
Break down language barriers and improve communication. Use AI-powered language understanding to neutralize accents, translate conversations in real-time, and improve accessibility.
Interaction and Speech Analytics
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.
Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.
Anticipate customer needs and proactively offer assistance. Use AI and machine learning to identify customer intent and deliver personalized experiences at the right moment.
Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.
Robotic Process Automation (RPA)
Automate repetitive, rule-based tasks without coding. Use platforms that deploy software bots to automate tasks and processes. RPA platforms can be customized to nearly any process and steps between current and legacy systems.
Social listening enables businesses to identify, monitor, analyze, and respond to conversations about their brand(s), competitors, and industry across various social media platforms, helping businesses make informed decisions.
Advanced VoIP solutions that provide high-quality voice communication over the internet, offering cost savings, scalability, and a range of features for businesses of all sizes.
Web Digital Journeys (Visual IVR)
Interactive visual IVR solutions that enhance customer engagement by providing a visual interface for navigating support options, improving user experience and satisfaction.
PCI,
HIPAA