Question: Searching for a contact center solution that offers proactive recommendations to improve key metrics like First Call Resolution and Call Abandonment.

If you're looking for a mature contact center solution that can provide proactive recommendations to improve key metrics like First Call Resolution and Call Abandonment, Genesys Cloud CX is a top contender. This AI-infused platform enables businesses to create exceptional customer and employee experiences across all touchpoints. With AI and automation, it can improve response rates, first-call resolution, and agent productivity, and is a full-featured contact center optimization platform. Genesys Cloud CX is used by more than 8,000 customers around the world and has been recognized as a leader by Gartner, IDC and Forrester.

Another contender is Cresta, which uses generative AI to boost contact center performance. Cresta analyzes conversations and surfaces key insights and best practices to drive business outcomes, making it a good fit for sales, customer care, retention and collections. Its features include conversation intelligence, agent assist, virtual agent and no-code command center abilities, offering real-time guidance and after-call work automation. Cresta has been recognized as a leader in real-time revenue execution platforms by Forrester Wave and has demonstrated improvements in response time, conversion rates and average handle time.

Five9 is a cloud-based contact center solution that uses AI and automation to handle customer interactions across multiple communication channels. It offers features like blended inbound/outbound management, agent desktop tools, geo-redundancy, call recording and interaction analytics. With a range of pricing options to accommodate different businesses, Five9 integrates with popular CRM systems like Salesforce and ServiceNow. It's designed to improve customer satisfaction, increase productivity and lower operational costs, making it a good fit for businesses of all sizes.

For a flexible and adaptable solution, check out ASAPP. This platform automates interactions with customers while combining the intelligence and empathy of human agents to create a better customer experience. ASAPP's features include generative automation, real-time guidance and interaction intelligence, which have been shown to improve CSAT and reduce after-call work. The platform is designed to be scalable and flexible, providing immediate value in focused use cases or a full AI-powered CX transformation, and is a good fit for improving overall contact center performance.