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.
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.
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.
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.
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.
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.
IT Ticketing & Case Management
Streamline IT support and service requests. Track and manage incidents, problems, and changes with tools that improve response times and resolution rates.
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.
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.
Voicebots and Intelligent Virtual Agent (IVA)
AI-powered voicebots and intelligent virtual assistants (IVAs) to handle customer interactions through voice self-service.
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.
Genesys offers AI-powered contact center solutions that deliver personalized customer experiences at scale, with integrated CCaaS, UCaaS, and workforce management tools.
HubSpot provides an all-in-one CRM platform that integrates marketing, sales, service, and operations tools to help businesses grow better.
