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.
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.
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.
Foster teamwork and communication across your organization. Facilitate real-time collaboration, file sharing, and project management with tools that enable seamless interaction.
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.
The "source of truth" for sales and customer service that helps organizations track and manage customer information (CRM) and support cases (Case Management)
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.
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.
Omni-channel Sequences and workflow automation to enable SDR's and build top of funnel more efficiently
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.
Boost individual and team productivity with tools that streamline workflows and enhance collaboration. Manage tasks, track time, and share documents seamlessly to get more done in less time.
Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.
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.
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.
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.
