Question: Can you recommend a platform that uses AI to analyze customer conversations and improve contact center operations?

If you want a platform that uses AI to analyze customer conversations and optimize contact center operations, Cresta is another top choice. Cresta is a generative AI platform that can help optimize contact center performance by analyzing conversations and surfacing key insights and best practices. It offers tools like conversation intelligence, agent assist, virtual agent, and no-code command center abilities. The platform can be integrated with a range of contact center systems, and it's got a reputation for real-time guidance, accurate answers and after-call work automation. That makes it a good option for companies of all sizes.

Another top choice is Genesys Cloud CX, an AI-infused contact center platform that lets companies deliver good customer and employee experiences across many touchpoints. It includes tools for omnichannel engagement, contact center optimization, end-to-end journey management and workforce engagement management. Genesys Cloud CX is a leader in the contact center market, according to analysts like Gartner, IDC and Forrester, and more than 8,000 companies in more than 100 countries use it to deliver empathetic and personalized experiences at scale.

If you're looking for a suite that automates some interactions but also brings the intelligence and empathy of human agents, ASAPP offers generative automation, agent augmentation and interaction intelligence. The company says it's shown strong results, including a 61% augmentation rate, a 25% reduction in after-call work and an 8.6% reduction in average handle time. ASAPP is designed to improve CSAT, ensure compliance and increase agent productivity, so it's a good option for contact center transformation.

Last, Talkdesk is a cloud-based platform that uses AI to improve customer service efficiency and operations. It offers tools to automate post-call work, increase self-service rates and uncover unknown insights. Talkdesk can integrate with tools like Salesforce, Microsoft Teams and Zoom, and it offers various editions and industry-specific packages, so it's a good option for companies that want to automate routine tasks and deliver world-class customer service.