Question: Is there a platform that integrates data from multiple sources to provide a complete view of contact center performance?

If you want to get a better view of contact center performance, Genesys Cloud CX is a good choice. It includes a range of tools for choreographing customers' journeys across many different touchpoints, including omnichannel engagement, contact center operations and workforce engagement. With AI and automation, Genesys Cloud CX can help companies improve response rates, first-call resolution and agent productivity, and it's one of the most powerful options in the industry.

Another powerful option is ClearView, which offers real-time monitoring dashboards to gauge agent productivity and optimize performance. By combining data from sources like ACD, CRM, WFM and QM, ClearView lets you create custom dashboards and track agent growth. It also includes gamification, coaching tools and quality monitoring, so it can help you boost agent morale and engagement.

Medallia is an enterprise-scale platform that can gather feedback from many sources and offer insights through AI analysis. It offers role-based reporting, integrates with other systems and has security and compliance features. Medallia is designed to help you improve customer, contact center and employee experiences, so it's a good option for companies trying to boost loyalty and engagement.

If you're looking for AI-powered optimization, Cresta is another good option. It analyzes conversations to reveal important details and best practices, and it can help with sales, customer care, retention and collections. With features like conversation intelligence, agent assist and a no-code command center, Cresta can integrate with a variety of contact center systems, helping you boost productivity and deliver better business results.