Question: Is there a platform that can help contact centers monitor and analyze customer conversations across multiple languages and time zones?

If you're looking for a platform that can help contact centers monitor and analyze customer conversations across languages and time zones, Genesys Cloud CX is a top option. Genesys Cloud CX is an AI-infused contact center platform that includes a broad suite of omnichannel engagement, contact center and workforce engagement management tools. It spans multiple languages and time zones, so companies can provide the best customer experience no matter where they're doing business. AI and automation features help improve response rates, first-call resolution and agent productivity, and it's a top-ranked product in the industry.

Another top contender is Cresta, a generative AI platform that optimizes contact center performance by analyzing conversations. It surfaces key insights and best practices to drive business outcomes and offers industry-specific solutions for sales, customer care, retention and collections. Cresta spans multiple languages and integrates with multiple contact center platforms, offering real-time guidance and automation to increase agent productivity and customer satisfaction.

EdgeTier is another contender, with an AI-powered customer engagement system that monitors conversations in real-time. It spots issues and offers insights to improve agent performance. EdgeTier spans multiple languages and integrates with existing software stacks, so it's a good option for contact centers that want to improve productivity and customer engagement. Its real-time agent coaching and performance feedback also means better quality interactions and faster response times.