Business Software for Genesys Cloud CX

Businesses that excel in providing an omnichannel experience manage to keep 89% of their clientele. Engage in real-time dialogues with customers where they are most comfortable to enhance their journey, ultimately leading to better brand perception and higher retention rates. Remarkably, 99% of consumers tend to stay loyal when their issues are addressed on the first attempt. Equip your representatives with a Unified Agent Workspace along with effective tools to revolutionize the customer experience. Agents can see customers' intentions even while they are still typing, which allows for quicker assistance. A collection of pre-set responses to frequently asked questions significantly reduces the time agents spend on each inquiry. Additionally, agents can add notes during conversations for future reference. Organize discussions with multiple tags for easy retrieval later and wrap up efficiently with quick summary calls. Ensuring that no customer is left waiting is crucial. Continue to generate leads, whether your agents are actively online or not. Enhance conversion rates by making past interaction details visible on a single screen, streamlining the process even further. This comprehensive approach ensures a seamless experience for both your agents and customers.

Salesforce Agentforce Service is a comprehensive customer service solution built to power intelligent, always-on support. It combines AI automation with human expertise to deliver seamless omni-channel experiences. Service Cloud centralizes customer data, cases, and knowledge into a single workspace. AI assistants guide service representatives with step-by-step action plans and real-time recommendations. Automated workflows accelerate resolutions and reduce repetitive manual tasks. Knowledge management tools ensure consistent, accurate responses across channels. Integrated Slack collaboration enables teams to swarm cases and solve issues faster. Incident detection and management capabilities minimize service disruptions. Self-service portals empower customers to resolve issues independently. Agentforce Service helps businesses increase satisfaction while lowering operational costs.

Klariqo is a customer support assistant powered by artificial intelligence, available around the clock to manage phone calls and website chats. In less than three minutes, you can link your current phone number or acquire a new one, as well as add a chat widget to your website, all without any coding or technical expertise, while also personalizing the AI’s voice, accent, tone, and branding to align with your business identity. Once it’s set up, Klariqo instantly engages with calls and chats, qualifies leads, schedules appointments, syncs with your calendar, and efficiently handles customer inquiries—all automatically. It has the capability to manage thousands of simultaneous conversations, ensuring that every call and visitor is attended to without delay. Klariqo also records transcripts for each interaction, monitors analytics and insights, and provides options for you to review and export data to assess effectiveness. Additionally, it allows for customizable conversation flows, can escalate issues to a human agent when necessary, and integrates seamlessly with popular customer relationship management systems and calendars, enhancing your overall customer support experience. This means that businesses can provide consistent and efficient service, while also leveraging valuable data to continually improve their operations.

Empirix, a global provider of service automation automation that protects brand quality, is an Empirix solution provider. Cloud-native, flexible, open, and cloud-native by design best in class network visibility software and test automation software. Empirix is a trusted name in the field of service providers, equipment manufacturers, and enterprises around the globe. The most reliable and thorough vendor of IP communications services quality in the market They readily accepted Empirix results for solving inter-vendor issues.

Video Gateways allow for advanced Real-time Communication on existing Contact Centers. Multi-channel coverage for Web Browsers and Mobile Devices.

Cognigy.AI is an enterprise-grade conversational AI platform designed to automate customer interactions across various channels, including voice and chat. Leveraging advanced natural language understanding (NLU) and large language models (LLMs), it enables businesses to create intelligent AI agents capable of delivering personalized, human-like conversations. The platform offers robust integration capabilities, allowing seamless connectivity with existing contact center and CRM systems to enhance customer experience orchestration. With features like Agentic AI, Cognigy.AI introduces autonomous, goal-oriented agents that can think, adapt, and collaborate with both AI and human agents, navigating complex queries with flexibility and precision. This comprehensive solution empowers organizations to streamline customer service operations, improve engagement, and achieve higher efficiency in handling customer inquiries.

Daisee develops technology to give you deep insight into the behavioural, emotional, and commercial dynamics of your customers. Daisee automatically scores all customer interactions using a digital quality scorecard that is the first of its kind. This automatically identifies quality assurance issues that need human intervention in areas such as compliance, communication, and conduct. Daisee allows you to see beyond words and uncover the emotion deep within your interactions. It reveals what your customers really think, feel, and are saying. Daisee is software that can be easily deployed across any telephony system and can help organisations immediately create business value. Globally Daisee is available in Australia, New Zealand, and the USA.

Exceptional customer support is essential for success. Plantt pinpoints inefficiencies in your customer experience workflows and leverages AI to streamline and enhance them. Discover real-time customer inquiries, recognize obstacles, and acquire actionable insights that influence your business strategies. With AI Assistants, you can tag, direct, and respond to customer questions in mere seconds, ensuring their expectations are met without the hassle of complicated decision trees or the involvement of engineers. Designed for professionals who interact with customers, any member of your team can implement Plantt quickly and effortlessly. Moreover, Plantt seamlessly integrates with most widely-used platforms right away, enhancing your customer interaction capabilities instantly. This means you can focus more on your customers and less on the technicalities.

AI assistant for customer-facing departments. Sapling works with messaging platforms and CRMs to assist agents in creating personalized responses. Managers can gain conversational insights that will help them coach and prepare their teams. Sapling offers functionality for autocomplete, spelling, grammar checking, as well as snippets/canned message/text expander. All services can be hosted on-premise or in the cloud to meet security and privacy requirements. The Grammar and Spelling APIs allow Sapling's language models to be integrated into custom applications and use-cases. Sapling Suggest pulls relevant answers from a team knowledge database and allows agents to respond faster to customer inquiries by clicking on the desired response. Instead of giving brittle, decision tree-based chatbots, empower agents.

Enhance customer interactions with human agents through Agent Assist, a feature of Google Cloud’s Contact Center AI. It offers pre-prepared responses for customers to ensure timely communication. By leveraging a centralized knowledge base, it provides comprehensive answers to customer inquiries. This capability allows agents to manage 28% more conversations, leading to a reduction in operational expenses, shorter average hold times for customers, and an improved capacity to manage peak traffic effectively. Customer satisfaction can see a boost of 10% thanks to the delivery of consistent, high-quality responses, and the training process becomes faster as agents learn from top performers. The implementation of Smart Reply can decrease abandoned chats by enabling response times that are 15% quicker, utilizing rapid answers sourced from the central knowledge base. Furthermore, Agent Assist suggests effective phrases used by successful agents, enhancing the quality and uniformity of the customer experience. This system also recommends relevant knowledge base content to assist agents in addressing customer issues more effectively, thereby minimizing wait times and ensuring customers receive precise information. Overall, the combination of these features streamlines the customer support process, making it more efficient and effective.

Cardina serves as a dynamic customer engagement platform aimed at improving both support and sales interactions by providing real-time visual guidance directly on users' screens without the need for downloads or meeting links. Through its innovative co-browsing technology, agents can view, annotate, and even take control of customers' screens, which leads to quicker problem resolution and enhanced customer satisfaction. The platform integrates effortlessly with existing tools, featuring capabilities such as session recording, data masking for enhanced security, and cross-device compatibility across various web technologies. Trusted by prominent customer experience teams, it has proven to cut handle times by as much as 41% and increase first-contact resolutions by 47%. Additionally, Cardina presents a range of flexible pricing options that accommodate businesses of all sizes, from emerging startups to large enterprises. Overall, Cardina is committed to transforming customer interactions into seamless experiences that foster lasting relationships.

At its core, Process Shepherd's decision tree and agent scripting features provide agents with systematic, step-by-step guidance through complex workflows, with the added capabilities of integration with external services such as CRM or helpdesk systems. The main goal of this platform is to enhance workflows, fortify compliance, and boost efficiency across contact centers and help desks. Process Shepherd unfolds workflows into a sequence of steps or questions, navigated one step at a time by agents. This method of partitioned guidance eases the intricacy of managing complex tasks, reducing both the training duration for newcomers and the average time needed for each interaction. Reduce Agent Onboarding Time by 80% Trim Ramp Time by 40% Decrease Average Handling by 30%

Effective security is essential, but it shouldn't be a cumbersome process; quicker access can lead to increased revenue. Provide an on-demand access system that is both swift and user-friendly, thereby avoiding frustrations for your team. Users can request access to applications, while managers can easily approve or reject these requests directly through Slack, all while maintaining a comprehensive audit trail. Eliminate the tedious process of manually coordinating approvals. Every access granted poses a potential security threat. Indent enables teams to enhance security measures and maintain least privilege by transitioning users to temporary access, ensuring efficiency is not compromised. Streamline the manual workflows required for SOC 2, SOX, ISO, and HITRUST compliance by integrating controls and policies directly into the access request processes. Grant access only when necessary, rather than issuing permanent access, which helps minimize your license overhead. Indent allows for significant cost savings while ensuring a frictionless experience for end users. In the pursuit of success in a rapidly expanding company, it is crucial for your team to embrace bold risks that can yield substantial rewards. This approach not only safeguards your operations but also empowers your workforce to act decisively and effectively.

Cobrowse.io is an innovative co-browsing solution aimed at improving customer support by enabling agents to engage with clients' web or mobile experiences in real time. This live screen-sharing capability allows agents to navigate customers through intricate tasks, resolve issues, and provide precise answers to inquiries. The platform seamlessly integrates with various customer service tools and prioritizes privacy, incorporating features like automatic redaction to maintain data security. By utilizing Cobrowse.io, businesses can enhance agent productivity, shorten resolution times, and elevate customer satisfaction through more tailored and impactful interactions. Ultimately, this approach fosters a stronger connection between customers and support agents.

Aivo has been solving the main problems of companies in customer service and growth since 2012 using omnichannel solutions powered with Artificial Intelligence. The company provides easy-to-use solutions that improve customer experience and is focused on giving people back their time. Aivo has 7 offices in North America, South America, Europe and Asia, as well as presence in 22 other countries.

Teneo.AI is a market-leading agentic AI platform built to fully automate enterprise customer service. It delivers intelligent AI agents that manage voice and digital interactions with up to 99% resolution accuracy. Designed for speed, Teneo enables organizations to launch pilots in weeks and reach production rapidly. The platform supports omnichannel engagement across voice, chat, apps, and email from a single environment. Voice AI capabilities allow enterprises to handle millions of interactions every month without service disruption. Teneo integrates easily with existing contact center and enterprise systems through open APIs. Built-in analytics provide actionable insights to continuously optimize performance. Enterprise-grade security and governance ensure compliance with internal and regulatory requirements. Organizations achieve significant cost savings while improving first-contact resolution and CSAT. Teneo helps enterprises progress from automation to fully agentless customer service operations.

Software that allows you to close more calls. Balto helps you sell more, optimize your sales team and grow your business. Balto is the first live call guidance software. 1. 1. Balto is the first real time call guidance software. Balto, powered by AI, analyzes speech on both ends of a call and instantly delivers crucial information to reps who use Balto. 2. Dashboard Suite Balto, tracks all your calls. The ability to track conversations means that you have clear data about which reps say what they should, what questions they ask, and what value propositions they convert well. Balto includes a data studio that provides deeper insights into call strategy. 3. Always Optimizing Callers receive real-time guidance so they know what to say and can close more business.

At SightCall, we believe the more you see, the better you serve. See more, solve faster, serve better. SightCall enables you to deliver instant service through enriched video so you can guarantee remarkable customer experiences every time. SightCall enables your agents and technicians to solve customer problems faster through remote, guided interaction. By sharing live video enriched with augmented content, you can ensure remarkable customer experiences every time. Trust a platform built on a secure global network that works when and where you need it.

Presenting the most intuitive no-code conversational AI platform that eliminates complications. Driven by exclusive self-learning artificial intelligence and featuring a robust set of enterprise-ready functions, the boost.ai platform stands as the quickest, simplest, and most scalable solution for organizations aiming to enhance and automate both internal operations and external customer engagements. Boost.ai employs advanced deep learning and natural language processing (NLP) combined with its unique automatic semantic understanding (ASU) technology to adeptly understand and reply to inquiries across various channels, including chatbots and platforms such as Skype, Messenger, and Slack. The platform boasts a wide array of functionalities, including a centralized repository for information, management of authentication, ready-made templates, language detection capabilities, conversational IVR, and much more. Furthermore, it empowers users to gain valuable insights through conversation analytics and performance metrics, enhancing customer interaction strategies, while seamlessly integrating with tools like Microsoft Teams, Zendesk, and Salesforce, ensuring a comprehensive approach to engagement. With its user-centric design and extensive capabilities, boost.ai is redefining the landscape of conversational AI for enterprises.

Supervity offers a suite of AI-powered agents that enable businesses to automate operations and enhance productivity. With capabilities like Agentic Chat and Agentic Voice, Supervity enables businesses to simulate human-like conversations, automate outbound phone calls, and support real-time co-browsing. These agents are designed for seamless integration into enterprise systems, enabling employees to work faster and independently. Whether you're in finance, HR, IT, or customer experience, Supervity’s AI agents can help automate repetitive tasks, improve decision-making, and drive digital adoption.

Korbyt Anywhere, the workplace experience platform, powers the hybrid workplace experience for modern enterprises. Publish once, reach everyone in your workplace with personalized content and data on any screen and anywhere. Smart Signage You can create and configure digital signage content that targets specific audiences, people, roles, or locations. The platform will automatically deliver engaging data, content, and experiences. Space Management With a smart, interactive solution, you can welcome guests and employees back to the office. It manages the safety, display, and reservations of your remote and in-house work environments. Mobile Transform your workplace to be anywhere, anytime. Your workplace can be mobile with access to information and tools from anywhere, thanks to the increasing number of people working remotely. Integrations Korbyt Anywhere is a leader in the industry, offering hundreds of data connectors that simplify access to data and applications.

Every element of Appian is designed to prioritize ease of use, encompassing everything from our user-friendly interface to our efficient low-code development platform and our completely managed cloud services. Users can pick up Appian in just a few days and achieve proficiency within weeks. Unlike many competitors, Appian demands significantly less full-time employee (FTE) support, as Appian Cloud takes care of maintenance and upgrades automatically. Our smart automation features ensure a safe return to the workplace and sustained monitoring, including valuable vaccination insights. Appian Workforce Safety stands out as the only solution that provides a cohesive, automated, and adaptable method for safely transitioning employees back to onsite work. Organizations can effectively address positive cases and dynamically changing regulations without adding strain on IT resources. By maintaining a flexible strategy and offering visibility into employee health metrics, Appian empowers businesses to remain vigilant even beyond the pandemic, ensuring ongoing safety and compliance. Ultimately, this commitment to simplicity and adaptability makes Appian an ideal choice for modern workforce management.

You can use accurate speech recognition at scale and continuously improve model performance by labeling data, training and labeling from one console. We provide state-of the-art speech recognition and understanding at large scale. We do this by offering cutting-edge model training, data-labeling, and flexible deployment options. Our platform recognizes multiple languages and accents. It dynamically adapts to your business' needs with each training session. Enterprise-specific speech transcription software that is fast, accurate, reliable, and scalable. ASR has been reinvented with 100% deep learning, which allows companies to improve their accuracy. Stop waiting for big tech companies to improve their software. Instead, force your developers to manually increase accuracy by using keywords in every API call. You can train your speech model now and reap the benefits in weeks, instead of months or even years.

We work with call center operators who are looking to motivate, recognize and evaluate the quality/performance knowledge cycle. Oh! Gamification is also a possibility. Motivate Us supports your efforts in managing a continuous recognition system that includes badges, trivia, and elements that encourage competition. This drives performance appraisal while agents enjoy a supportive environment. Instant update of agent speech and training without taking them offline reduces absenteism rates by 10% and idle times by 35%. Increases the NPS by 2 points

Achieve greater precision in results with the Inbenta Semantic Search Engine, which comprehends the intent behind customer inquiries. As the most commonly utilized self-service feature, found on 85% of websites, the capability to present the most pertinent information can significantly impact the quality of the customer experience on your site. Inbenta Search aggregates information from various customer relationship management platforms like Salesforce.com and Zendesk, as well as other specified online sources. By leveraging Inbenta's Symbolic AI and Natural Language Processing technologies, this advanced semantic search system effectively interprets user questions, swiftly provides the best answers, and helps lower your support expenses. Furthermore, adopting Inbenta's Symbolic AI technology eliminates the need for extensive data training, allowing for rapid deployment and immediate advantages from the Inbenta Search engine. This means that businesses can enhance customer satisfaction while also streamlining their operational costs efficiently.