Question: Can you recommend a system that helps customer engagement teams respond promptly to customer concerns in real-time?

If you're looking for a system to help customer engagement teams respond to customer concerns in real-time, Genesys Cloud CX is a great choice. It's an AI-infused contact center platform that helps deliver exceptional customer and employee experiences across all touchpoints. With its broad range of tools, including omnichannel engagement and AI-powered automation, Genesys Cloud CX enables companies to provide support when and where it's needed, leading to better response times, first-call resolution and agent productivity.

Another powerful option is EdgeTier, which monitors conversations in real-time and offers real-time alerts, automated conversation categorization and agent training. EdgeTier integrates with leading platforms like Salesforce and Zendesk, so it can be easily scaled and secured for high-demand contact center operations. It promises to increase agent productivity by more than 50% and improve customer engagement in industries like retail and travel.

Zendesk is an all-in-one customer service software that incorporates AI to personalize interactions across multiple channels. Its features include AI Agents to handle customer inquiries, workforce management, quality assurance and personalization integrations. Zendesk is flexible and scalable, with a proven ROI, so it can be used by companies of all sizes.

If you're looking for a platform that can automate support work, check out Netomi. It uses generative AI to provide high-quality responses across multiple touchpoints while ensuring brand safety and security. Netomi integrates with existing systems and offers features like real-time omnichannel intelligence and proactive care, resulting in impressive results like increased support capacity and lower costs.