Cloud-native contact centre technology provider SuccessKPI has made its solutions available on Genesys AppFoundry.
The SuccessKPI insight and action platform is one such example, which Genesys customers can now activate to improve contact centre management and create a 360-degree view of customer interactions.
The platform also offers visualisations and reports that source data from multiple communication channels.
Dave Rennyson, CEO and Co-Founder of SuccessKPI, said: “By combining these two platforms, Genesys customers have unprecedented opportunities to understand what is happening inside each conversation, to react in real time, and drive better business outcomes across the enterprise.”
The SuccessKPI platform transcribes audio files in over 30 languages, identifying key topics and themes while also, predicting agent and customer intent.
In addition, the platform has the patented Playbook Builder that allows agents to define and implement workflows for better business outcomes.
As an example, agents can choose which transactions need immediate attention and set up workflows that resolve these issues faster.
The addition of SuccessKPI solutions to the AppFoundry enables customers to merge conversation metrics with Genesys Cloud CX data and to gain a full 360-degree view of the business.
SuccessKPI solutions available on AppFoundry are:
- Power Package, which includes speech analytics, quality management, IVR, chat, email, alongside call routing analytics and actions.
- Business Intelligence and Analytics Package, which includes business intelligence, analytics, and reporting.
- Business Intelligence, Analytics, and Quality Management Package, which includes quality management and IVR, chat, email, and alongside call routing analytics and actions.
Elsewhere, SuccessKPI recently partnered with LiveVox to give its customers access to SuccessKPI’s analytics platform.
