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.
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 employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.
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.
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.
Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.
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.
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.
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.
Personalized Automation Assistants
Automate routine tasks and streamline workflows with AI-powered assistants. Delegate tasks, set reminders, and get personalized recommendations to boost productivity and focus on high-value work.
Reporting, Business Intelligence (BI) and Customer Insights
Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.
Revenue Intelligence (Sales Analytics)
Analyze sales data to optimize your sales process and drive revenue growth. Track sales performance, identify opportunities, and forecast revenue with sales analytics tools.
Voicebots and Intelligent Virtual Agent (IVA)
AI-powered voicebots and intelligent virtual assistants (IVAs) to handle customer interactions through voice self-service.
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.
Workflow automation is the process of using rule-based logic to launch a series of tasks between systems using APIs. Tools that automate repetitive tasks and streamline business processes, improving efficiency, reducing errors, and freeing up resources for more strategic activities.
