AI Contact Center Analytics and Intelligence
AI Contact Center Analytics and Intelligence solutions use AI to evaluate contact center performance and to provide solutions to improve contact center performance or efficiency. These vendors typically emphasize strong capabilities in analyzing large volumes of voice and text contact center data. Use cases include:
• Agent performance evaluation and measurement, and generation of feedback
• Analysis of encounter content and generation of solutions to address customer needs
• Customer sentiment analysis
9 Results
Authenticx
Authenticx
Authenticx is an AI contact center intelligence platform trained for healthcare that analyzes conversations and provides feedback focused on customer experience, agent performance, and compliance.
Birch.ai
BirchAI
BirchAI is AI contact center software that generates post-call summaries, classifies encounters, and analyzes contact center performance.
Five9
Five9
Five9 is an omnichannel contact center solution that is using AI to support customers with intelligent virtual agents (IVA) and assist agents during interactions.
Genesys
Genesys
Genesys is an omnichannel contact center that is using AI for predictive engagement, supporting customers with chat- and voicebots, and assisting agent performance.
Gong
Gong
Gong is a revenue-focused contact center analytics platform that uses AI to analyze conversation data across channels and generates performance insights.
Justcall
Justcall
Justcall is a customer communication platform using AI to automate outbound campaign and improve efficiency of contact center operations.
Level AI
Level AI
Level AI is an AI contact center intelligence and automation platform that analyzes voice and chat encounters, provides live recommendations to agents, and automates QA.
Mosaicx
Mosaicx
Mosaicx is a AI voice and messaging platform using conversational virtual agents to reduce issue resolution time.
Verbal
Verbal
Verbal provides a solution to enhance virtual care operations by automatically generating clinical notes and providing insights from agent-led phone and video calls, automatically assigning QA scores to them.
