Best Customer Engagement Software for Genesys Cloud

The speed of productivity increases when advanced AI chatbots are paired with live agents. You can put smarter chatbots to work for your company. It can be difficult to discern the reality from the hype surrounding AI chatbots. Demos of conversational bots are plentiful, but replicating them for your business requires a lot of data scientists and scripted answers. No. Our web chatbots were built for conversation from the beginning. Genesys DX uses patented Natural Language Understanding to allow customers to have real conversations wherever and whenever they want. Our online AI chat gives you full visibility into how technology analyzes input to reach resolutions so you can tweak and optimize. Customers are often disappointed by the inconsistent and poorly managed digital channels. Genesys DX provides consistent AI-powered experiences through automated chat, email and social media.

AI-Mediated Conversations (AI-MC) is an automated phone routing solution that uses emotion AI, voice data, and voice data to match customers to the most qualified agent to handle their specific call. This match is based upon profile data and our superior algorithms, which are the result of years of research and experience with NLP and behavioral signal processing. Whatever the goal, there is always an enabler that would allow both parties to achieve the desired result. This contributing factor is often a simple, naturally occurring human process: the development of an affinity or rapport between people. It doesn't matter what type of business communication is used (sales calls, support, collection), there will always be interaction between real people, where the affinity is rarely the same between two people. There are certain traits and behaviors that make us more compatible with others than we are with others. To increase sales or collections, you can guide the conversation dynamic. Meanwhile, our Oliver API is the engine that empowers AI-MC and all other integrations(Genesys, Uniiphore,..) that need to incorporate Emotion AI capabilities.

Automate common questions, eliminate manual tasks such as routing and triage, save agents time, and all this within your existing CX stack. Customers will be delighted by self-service solutions to common questions. Agents can also be empowered to achieve smarter outcomes without the need for a human touch. Cohere is more than chatbots. It acts as an automation layer throughout your entire CX lifecycle, automating repetitive, manual tasks so your agents can do the things they love. Automate repetitive questions using the content you already own. Reduce handling times by avoiding unnecessary transfers. You can visually guide customers via chat or phone. An AI copilot for agents will speed up your interactions. Find out what is causing slowdowns in your agents and fix it. Cohere's AI platform works immediately, unlike other solutions that require weeks of training and proactive maintenance. It also doesn't require manual labeling. Instead, it learns from interactions and continues to work over time.

Yellow.ai is the enterprise-grade Conversational AI platform that unlocks business potential at scale. The platform is trusted across 85+ countries by 1000+ enterprises, Domino’s, Sephora, Hyundai, Biogen International, Edelweiss Broking, Siemens Limited, Waste Connections, American Bureau of Shipping, and MG Motors. Powered by Dynamic AI agents for enterprises, the company aims to deliver human-like interactions that boost customer satisfaction and increase employee engagement at scale, through its no-code/low-code platform. The company has raised more than $102M from blue-chip investors and has offices across six countries.

At ethosIQ, we combine, correlate, and leverage disparate data from multiple platforms in real time. ethosIQ transforms big data into actionable insights right at your fingertips. Demo the unlimited data possibilities. ethosIQ's Customer Engagement Platform collects multichannel interactions as well as application data from all channels and vendors across multiple systems to create a single, comprehensive view. CEP allows you to identify and fix data integrity issues across disparate sources, allowing you to provide consistent, value-add reporting insights. These insights will allow your company to improve the management of its resources, improve customer experience, and improve relationships with customers through the contact center channels. CEP collects historical and real-time data to provide a complete customer experience story in a single place.