Justin Robbins
Founder and Principal Analyst, Metric Sherpa
Zoom Workplace is an AI-powered communication platform that streamlines employee engagement, further enhancing productivity. The company has Zoom AI Companion, which offers a collaborative workspace to employees without having to pay a premium for generative AI. As an open platform, Zoom Workplace empowers customers to create seamless experiences with APIs, SDKs, and over 2,500 integrations in the Zoom App Marketplace.
Vonage is a global cloud communications platform provider, helping businesses accelerate their digital transformation.
Its fully programmable interface allows the integration of video, voice, chat, messaging, AI and verification into existing products, workflows and systems.
Verint’s open-source CCaaS platform leverages real-time data insights, AI and bots to elevate CX and minimise cost. Verint’s platform is also listed in Google Cloud and the AWS marketplace. Google utilises Verint’s forecasting and scheduling capabilities to plan and manage its global workforce.
Talkdesk offers innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud, and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
OpenText Qfiniti delivers workforce engagement applications to global organisations. It provides call recording playback interactions, easily built quality monitoring forms, desktop screen capture, muting and masking of voice and screen activity for payment card industry (PCI) compliance, and desktop analytics.
NICE enables organisations to address today’s consumer and employee expectations. Its CXone performance suite embedded with purpose-built CX Analytics, AI, and domain expertise delivers effortless, consistent, and personalised digital-first experiences. The company’s CXone open cloud platform, DEVone developer program, and CXexchange application marketplace enables entreprises to create a customise platform that meet their specific business need.
Khoros is a one-stop customer engagement platform. Equipped with 20+ patented technologies, Khoros connects every facet of customer engagement, including digital contact centres, messaging, chat, online brand communities, CX analytics, and social media management. Primarily owned by Vista Equity Partners, Khora’s platform powers over 500 million daily digital interactions and leverages AI, further turning those interactions into actionable insights.
Infobip is a full-stack, cloud communication platform-as-a-service provider. This global omnichannel communication platform enables brands to connect with, engage and delight their customers at scale. The programmable communications platform delivers a suite of tools for advanced customer engagement and support, plus security and authentication. Infobip’s code-free customer engagement solution enables organisations to maximise ROI with high-performing omnichannel marketing campaigns.
Leveraging cloud, digital, and AI technologies, Genesys empowers organisations to actualise Experience as a Service, a vision aimed at delivering empathetic customer interactions on a large scale. With Genesys’ modern tech stack, businesses can gain the ability to provide proactive, predictive, and hyper-personalised experiences, fostering deeper customer connections across all marketing, sales, and service touchpoints on various channels.
The Five9 Intelligent CX Platform offers a comprehensive suite of innovative solutions, enabling businesses to streamline customer journey. Its cloud-native, multi-tenant, scalable, and secure platform-based solutions include contact centre, omnichannel engagement, and workforce engagement management. Additionally, its AI, automation, and journey analytics get directly integrated into the platform.
Content Guru is a subsidiary of Redwood Technologies Group, offering cloud-based CX solutions across the US, Europe and Japan. The company offers a cloud-based solution, Storm, enabling organisations to address and resolve customers’ requests and issues quickly and accurately. Consequently, it allows businesses to make customer engagement easy.
AWS Marketplace offers workforce optimisation software for businesses, enabling them to simplify their operations and bookkeeping tasks. The CX solutions help businesses turn data into actionable insights, increasing efficiencies and improving employee performance and customer satisfaction. Some of the platforms available in its marketplace include Calabrio, Rackspace’s customer service environment, OpenText Qfiniti.
The Avaya Experience platform is a one-stop platform that allows businesses to create a balance between customer experience, employee experience, and business growth initiatives. Some of its communication and collaboration solutions include Avaya Spaces, Avaya Aura, Avaya Communication and Collaboration Suite.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses to manage and communicate task management, client projects, content planning, project planning, etc. Headquartered in Tel Aviv, Israel, the company is also operating in the US, the UK, Japan, Australia, Brazil.
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
Zoho Desk is a flexible, cloud-based customer service software equipped with contextual AI, allowing businesses to provide excellent support experience. With Zoho Desk, users can efficiently prioritise, manage, and resolve a high volume of requests across multiple channels. Additionally, they can build a robust knowledge base to empower their team and enhance customer self-service.
Verbit serves as an essential accessibility partner. Captivate is its proprietary automatic speech recognition technology, specifically trained to meet the personalised needs of each customer. Trained with dedicated models and designed with customer input for term boosting, proactive research and formatting needs, Captivate delivers bespoke automatic solutions at scale.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered service provider, helping businesses gain competitive edge in their specific industries. Its hybrid cloud platform and Red Hat OpenShift solution help businesses to streamline their processes with optimised cost at a scale. Its IBM watsonx assistant utilises natural language and AI, enabling users to set it up on their app and website. It offers fast and accurate responses to customers, enhancing their overall experience and satisfaction with its adaptive learning capabilities.
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Talkdesk offers innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems within a matter of minutes. The company shares synergies with global brands like Cognizant, Replit, to name a few, for elevating the adoption of artificial intelligence (AI) by businesses around the world.
Zapier is an AI-powered automation platform that empowers its users to make the most of the tools they use with 6000+ apps on its platform. Its user conference tech stack, ZapConnect, comes equipped with AI-powered capabilities enabling businesses to build an automated workflow to effortlessly write codes or create custom actions. A few of its app integrations include Salesforce, Hubspot, Jira Software Cloud, and Slack.
Five9 is a global provider of the intelligent CX Platform, creating an ecosystem of channel partners, systems integrators, strategic alliance partners, and Independent Software Vendors (ISVs). Its Five9 VoiceStream is a set of RESTful APIs, offering real-time audio streams, CTI events, and metadata for agent-customer call interactions. It enables businesses to connect with the Five9 Virtual Contact Center by seamlessly integrating advanced, AI-driven, real-time intelligence layers into their existing solutions.
Five9 is a global cloud-based contact centre solution provider. Designed to be reliable, secure, compliant, and scalable, the Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation & call distribution, workforce optimisation, and practical AI to help customers reimagine CX.
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Vonage is a global contact centre management solution provider, headquartered in Holmdel, New Jersey, providing businesses a 360-degree view of their customer journey. It offers Vonage Cadence, a contact centre automation tool, helping sales representatives within an organisation to maximise productivity and customer service levels. Vonage’s core system components include automatic call distributor (ACD), computer telephony integration (CTI), interactive voice response (IVR).
RingCentral provides AI-powered, cloud-based communication and collaboration tools for businesses of all sizes to effortlessly handle scalability challenges. Its AI-driven solutions help enterprises to automate the process of managing interactions across channels (voice, chat, digital), further enhancing customer experience. The company offers omnichannel contact centre management capabilities for various industries.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, offering enhanced customer engagement and troubleshooting.
Talkdesk offers innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and loyalty.
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Established in 2006, HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital behaviours into intelligent recommendations. From optimising content to enhancing experimentation performance, Contentsquare’s tech capabilities equip teams with insights to make smarter decisions for their website, mobile native or hybrid app.
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of behavioural reports to understand users’ interactions with products, further providing actionable insights to accelerate work on a real-time basis. Its features include insights into customer experience, growth engine (beta) for product iteration, and SQL access for custom queries.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Yotpo is an ecommerce retention marketing platform, enabling global brands to strengthen their relationships with consumers. Yotpo offers unified, data-driven solutions, helping ecommerce businesses build use cases around loyalty, SMS and email marketing, subscriptions, etc. It also offers innovative capabilities to deliver cohesive customer experiences that elevate growth.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer behaviour and develop targeted marketing campaigns.
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Talkdesk offers innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud, and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and loyalty.
Puzzel is a cloud-based omnichannel contact centre solution provider with its headquarters in London, it offers a dynamic blend of interactive live support and user-friendly self-service options. Puzzel equips managers and agents with a comprehensive suite of productivity tools, empowering them to excel and enhance performance and work towards increaseing customer loyalty.
Paytronix is a global provider of digital customer engagement solutions for restaurants, convenience stores, and retailers. For over 20 years, Paytronix has developed its Guest Engagement Platform to integrate individual components of digital customer engagement into a single, robust platform. Its product solutions include loyalty programmes, CRM, analytics, and mobile applications.
Oracle is a cloud technology company, providing global organisations with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. One of its advanced solutions includes the Oracle CrowdTwist Loyalty and Engagement platform that enables businesses to connect their largest valuable customers with loyalty and reward programs, specifically targeted to them.
Cyara is an omnichannel customer experience testing and monitoring platform, enabling enterprises and solution providers to deliver flawless interactions and increase loyalty. It allows users to design and test the customer experience across multiple customer interaction media channels, and technical architecture. Some of its solutions include IVR and speech performance, contact centre, voice biometrics, etc.
AudioCodes is an advanced communications software and productivity solutions provider for the digital workplace. It allows companies to build and operate scalable VoIP (Voice over Internet Protocol) networks to deliver unified communications, contact centres, and hosted business services. AudioCodes Inbound Digital Click-to-Call connects customers to an agent by voice or video call over the Internet, leading to increased customer conversions and loyalty.
Zoho Desk is a flexible, cloud-based customer service software equipped with contextual AI, allowing businesses to provide excellent support experience for their customers. With Zoho Desk, users can efficiently prioritise, manage, and resolve a high volume of requests across multiple channels. Additionally, they can build a robust knowledge base to empower their team and enhance customer self-service.
Zendesk’s mission is to simplify the complexity of global businesses, making it easy for its partners and their customers to create connections. Its customer-centric integrations include Zendesk Talk, Zendesk Voice, and Zendesk Sell. The Zendesk Support Suite, coupled with Zendesk Guide, forms the core of its self-service channel, offering ticket and user management, workflow automation, and other administrative functions essential for customer service solutions.
Twilio’s Segment is a customer data platform (CDP), helping global companies harness the capabilities of first-party customer data into valuable insights. This comprehensive platform democratises access to reliable data for all teams and provides a complete toolkit to standardise data collection, unify user records, and route customer data into any system where it’s needed. Its self-serve analytics capabilities are easier for marketers to utilise insights from customer data to enhance CX.
Based in Cupertino, California, with a global reach, SugarCRM’s platform integrates advanced tools for sales, marketing, and customer support, empowering businesses to cultivate profound connections with their customers. With Sugar’s Self-Service Portal, businesses can effortlessly search their knowledge base, get questions answered instantly and open cases for extra assistance.
Established in 2006, HubSpot is a provider of inbound marketing, sales, and customer service software, offering robust CRM and automation solutions. Guided by its inbound methodology and values like empathy and transparency, HubSpot enables companies of all sizes, prioritise innovation and customer success while nurturing a dynamic community of marketers and sales professionals.
Freshworks is an AI-boosted business software for IT, customer support, sales, and marketing teams to make them more efficient and deliver more value for immediate business impact. Its AI-powered self-service portal along with a help widget and a knowledge base of FAQs has helped solve one million support tickets, saving approximately $900,000.
SAS is a global AI and analytics software platform that offers businesses customer experience management solutions. Its products include SAS Viya data and AI platform, and SAS Analytics for Customer Insight. One of its innovative platform-based solutions is SAS Customer Intelligence 360, which comes with capabilities for BI reporting, ad serving, and inventory forecasting.
NICE offers a cloud-based Customer Experience Managment platform, focusing on AI-driven digital business solutions. Their CXone platform is a cloud-native open platform, while Enlighten serves as an AI engine tailored for customer engagement. They specialise in smart self-service solutions that cater to consumer needs and journey orchestration, enabling organisations to seamlessly connect and route customers in real-time through AI-based routing.
Medallia is a customer experience management (CEM) solution that helps businesses collect, analyse, and respond to customer feedback. Medallia Experience Cloud seamlessly integrates with various CRM systems, such as Slack, Salesforce Sales Cloud, Jira, and Zendesk Suite, reducing scalability challenges. Some of its features include 360 degree feedback, sentiment analysis, and URL customisation.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions. It helps turn digital behaviour into intelligent recommendations to improve customer experience, grow revenue and fuel innovation. From optimising content to enhancing their experimentation performance, Contentsquare’s tech capabilities equip teams with insights they need to make better, smarter, faster decisions for their website, mobile web or mobile native or hybrid app.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
Nuance Communications is a subsidiary company of Microsoft, offering robust tech-stack in conversational AI and ambient intelligence. Nuance develops intuitive solutions that amplify people’s ability to help others. One of its product is Dragon Ambient eXperience (DAX) Express, a workflow-integrated, fully automated clinical documentation application that combines proven conversational and ambient AI with OpenAI’s GPT-4.
Avaya offers Contact Center Select, a context-sensitive, collaborative, voice and multimedia customer experience solution, enabling small to midsize enterprises to anticipate, accelerate, and enhance customer interactions. Avaya Contact Center Select utilises the IP Office platform to offer its real-time communications platform.
Oktopost is a B2B social media management solutions provider, helping businesses drive engagement, measure success, and link social media campaigns to generate revenue growth. Its social media management, social listening, and employee advocacy solutions are built for B2B business model, letting marketers engage with customers and prospects on social media, get actionable insights, and prove social ROI.
NetBase, acquired by Netbase Quid, provides the social intelligence that global brands and agencies require to publish, monitor, analyse, and engage with customers in real-time. Leveraging the capabilities of its high-precision natural language processing (NLP) engine, businesses can extract valuable insights from billions of social media posts delivered via customisable dashboards.
Founded in 2009, Keyhole, Inc, specialises in tracking keywords, hashtags and URLs from X and other social media platforms. These keywords and hashtags help businesses measure and amplify conversations around their brand and campaigns to drive higher ROI. Using this software, enterprises can also identify prospective clients and influencers talking about (or looking for) their services.
Sprout Social is a global social media management and analytics software provider, offering an intuitive platform for putting social data into the hands of more than 30,000 brands so they can deliver smarter, faster business impact. With a complete suite of social media management solutions, Sprout provides publishing and engagement functionality, customer care, advocacy, and AI-powered business intelligence.
Smartlook is a qualitative analytics solution provider for web and mobile allowing marketers to understand user behaviour at the micro level. Some of its features include visitor recordings that showcase what every last visitor does on the website or app. Whereas, its heatmap capabilities give mass data about where most people click and scroll.
Headquartered in Wroclaw, Dolnoslaskie, Poland, LiveChat is a full-stack chat integration software, helping businesses build live chat software with a help desk feature. It provides chat tools, messaging channels, chat widget customisation, reports and analytics, team management, customer engagement, and other features. Its AI-based live chat tool can sync with enterprise apps like CRM, manage orders and accept payments.
Based in Cupertino, California, with a global reach, SugarCRM’s platform integrates advanced tools for sales, marketing, and customer support, empowering businesses to cultivate profound connections with their customers. Some of its innovative products include Sugar Market, Sugar Serve, and Sugar Enterprise, helping streamline customer journeys.
Salesforce is an AI-powered customer service platform, empowering companies to connect with their customers in innovative ways via its unified platform, Einstein 1. Its service cloud elevates an organisation’s customer service with in-app support, live agent support, knowledge centres, and self-service communities. Consequently, it enables companies to scale their operations quickly and efficiently to meet their current and future service requirements.
Intercom is a global customer service platform, revolutionising how businesses support their customers through innovative messaging and automation solutions. Customer service teams from 25,000+ global organisations rely on Intercom to offer efficient and personal customer experiences at scale.
Aircall is a customer communication and engagement platform, empowering businesses to enhance productivity and leverage customer and employee satisfaction as pivotal drivers for growth. Its fully cloud-based voice solution boasts simplicity, reliability, and seamless integration with popular CRMs and essential business tools like Salesforce, HubSpot, Intercom, Slack, Gong, among others. Its Interactive Voice Response (IVR) feature allows teams to offer a more customised experience and route calls to the right person.
Zendesk’s mission is to simplify the complexity of global businesses, making it easy for its partners and their customers to create connections. Its customer-centric integrations include Zendesk Talk, Zendesk Voice, and Zendesk Sell. Its Calabrio ONE-powered Route 101’s Speech and Text Analytics integrator helps businesses to analyse historical interaction and handle time data with precision, increasing upto 300% agent efficiency.
ServiceNow, a cloud-based, AI-driven platform and solutions provider, helps enterprises automate multiple management workflows. Its unified architecture and a unified data model bring consistency across business processes and ensure all implemented products work together. It offers a variety of cloud-based solutions to streamline enterprise processes, such as customer service management, HR service delivery, and strategic portfolio management.
Established in 1994, Sensory Inc. offers embedded speech recognition and voice control technologies for consumer electronics and IoT devices, enabling seamless voice interaction and control in various environments. Sensory’s flexible wake word, small to large vocabulary speech recognition, and natural language understanding technologies are helping global brands to streamline their voice assistance revolution.
Verint is a global customer engagement platform with expertise in Automation, AI, and Cloud. Its open-source CCaaS platform leverages real-time data insights, AI and bots to elevate CX and minimise cost. Google utilises Verint’s forecasting and scheduling capabilities to plan and manage its global workforce. Verint Workforce Optimisation for Amazon Connect use cases include: embedded omnichannel real-time search and evaluation and easy-to-extract speech transcriptions for intelligence sharing.
Zendesk’s mission is to simplify the complexity of global businesses, making it easy for its partners and their customers to create connections. Its customer-centric integrations include Zendesk Talk, Zendesk Voice, and Zendesk Sell. Its Calabrio ONE-powered Route 101’s Speech and Text Analytics integrator helps businesses to analyse historical interaction and handle time data with precision, increasing upto 300% agent efficiency.
Aircall is a customer communication and engagement platform, empowering SMBs to enhance productivity and leverage customer and employee satisfaction as pivotal drivers for growth. Its fully cloud-based voice solution boasts simplicity, reliability, and seamless integration with popular CRMs and essential business tools like Salesforce, HubSpot, Intercom, Slack, Gong, among others. Its Interactive Voice Response (IVR) feature allows teams to offer a more customised experience and route calls to the right person.
Zoom Video Communications Inc (Zoom) offers a cloud platform for chat, audio and video conferencing, and webinars across desktop, mobile and room systems. Its contact centre solution enables businesses to deliver prompt, accurate, and highly personalised customer experiences to drive loyalty.
LiveAgent offers a comprehensive cloud-based call centre solution, enabling businesses to manage calls, emails, chats, and social media interactions at scale. It offers advanced features like IVR, call recording, and call routing, and integrates well with popular CRMs and ticketing systems. Some other features include omnichannel support (voice, chat, email, social media) and faster call resolution times.
Genesys offers cloud-based contact centre software to improve customer interactions while focussing on creating seamless omnichannel experiences across phone, chat, email, etc. Its tech-stack include software capabilities for self-service, agent management, reporting & analytics, and AI-powered automation.
Zendesk’s mission is to simplify the complexity of global businesses, making it easy for its partners and their customers to create connections. Its customer-centric integrations include Zendesk Talk, Zendesk Voice, and Zendesk Sell. Zendesk offers all the functionalities that a robust call centre management system requires, such as blended call centre, native integration options, workflow management, ACD, IVR, and performance metrics.
Bird Information Systems (BIS) engages in developing applications engineered to maintain enterprise critical applications and creating streamlined end-to-end contact centre solutions. Incubating a portfolio of SaaS, web and app products, Bird Technologies offers contact centre management solution for the aviation, travel and hospitality industry.
Founded in 1984, Cisco offers a complete portfolio of customer-focused technology innovations within its Webex cloud customer experience solutions. Its AI-powered assistant helps agents deliver exceptional customer experiences without defying the scalability challenges. Cisco contact centre solutions provide AI-powered cognitive agent and customer experiences, and an in-depth view of your customer’s journey.
Awario is a social listening tool that finds mentions of a brand online. It gives insights into delivering brand voices online that resonate with the target audience. Using it, businesses can reply to customer complaints and questions as soon as they appear, and measure their ROI and popularity with the built-in analytics.
Emplify’s Social Marketing Cloud is an AI-powered software solutions provider for social media marketing, ecommerce, and customer care teams. Some of its recently launched GenAI-powered capabilities are image quality recognition, prime-time analytics, and more, allowing social media marketers to efficiently manage multiple tasks.
Talkwalker is a Luxemberg-based consumer intelligence acceleration platform for brands to drive business impact and revenue. Offering social listening, the platform combines internal and external data sources with an AI-powered Blue Silk technology, allowing businesses to have a comprehensive view of consumers’ data. Its services team can augment, accelerate, or fully service brands’ insights requirements to increase their ROI.
Meltwater is a SaaS media monitoring company that offers comprehensive media monitoring and analysis across online news, social media, print, broadcast, and podcasts, enabling partners to capture valuable content and conversations to gain a competitive edge. Its monitoring tool tracks keywords connected to relatable topics and aggregates all public online and editorial content that mentions those keywords.
Mixpanel is an event analytics platform that enables organisations to measure what matters, make fast decisions, and build better products via data. Its self-serve product analytics solution can analyse how and why people engage, convert, and retain, all in real-time, across devices, further enhancing their user experience.
Optimizely is a digital experience platform (DXP), with its specialisation in customer analytics, helping companies orchestrate their content lifecycle, monetise digital experiences and experiment across customer touchpoints. Its customisable analytics apps let businesses track Optimizely experiments in an external analytics tool to get a holistic view of their customers’ data from various sources. The core mission of Optimizely is to help martech and C-suite leaders unlock their digital potential, reinventing how marketing and product teams work to create and optimise digital experiences across all channels.
Brandwatch is a Cision-owned social media suite company, offering consumer intelligence and social media management solutions. This platform delivers essential social intelligence that brands require for getting meaningful insights for marketing campaign decisions. The key features include 50+ filters, powerful segmentation, personalised sentiment, real-time charting and more.
CleverTap is the all-in-one engagement platform, powered by TesseractDB, a purpose-built database for customer engagement, offering both speed and economies of scale. The platform helps brands unlock limitless customer lifetime value by orchestrating analytical experiences across their lifecycles and design personalised journeys that span a lifetime.
Woopra is an advanced customer analytics cloud service provider, built with proprietary tracking technology that automatically develops detailed profiles of each customer in real-time. Using its tech-stack, businesses can translate data-driven intelligence into complete profiles for every customer, creating intuitive customer expereince.
Google Analytics is a robust, open-source analytics tool by Google, enabling marketing teams within organisations to better understand their customers via valuable insights. Its recent Google Analytics 4 update unifies conversion reporting across Ads and Analytics, introducing ‘key events’ and privacy-first measurement solutions.
Powered by Zoho, Thrive is a customer loyalty and affiliate management platform that helps businesses grow and retain their customer base. It offers features like affiliate programs, loyalty programs, and integrations. Businesses can use Zoho Thrive to acquire new customers, engage with existing customers, and convert them into brand influencers.
Salesforce is an AI-powered customer service platform, empowering companies to connect with their customers in innovative ways. One of its products include the Salesforce Marketing Cloud, that comes with a powerful Loyalty Management CRM. It helps businesses get a holistic view of their customer with data on loyalty programs and its marketing impact.
Established in 2009, Square is a financial technology company, offering a range of services and products to facilitate seamless payment processing and business management. Square Loyalty integrates with free built-in CRM tools so you can quickly view a customer’s loyalty status to provide a more personalised experience.
Amazon Web Services (AWS) is a comprehensive and broadly adopted cloud, offering over 200 fully featured services from data centres globally. The variety of databases are purpose-built for different types of applications, and brands can choose the right tool as per need, cost and performance.
Nuance Communications is a subsidiary company of Microsoft, offering tech-stack in conversational AI and ambient intelligence. One of its product is Dragon Ambient eXperience (DAX) Express, a workflow-integrated, fully automated clinical documentation application that combines proven conversational and ambient AI with OpenAI’s GPT-4.
Bain & Company is a global consultancy helping business leaders redefine the future of customer-centricity. Its customer experience analytics solution enables businesses to integrate customer and operational data with a user-friendly interface, making faster and more effective analytics. Although its NPS is based on one big question, it incorporates much internal work, enabling organisations to understand the internal process in detail while implementing it.
NICE offers cloud platforms, focusing on AI-driven digital business solutions. Their CXone platform is a cloud-native open platform, while Enlighten serves as an AI engine tailored for customer engagement. They specialise in smart self-service solutions that cater to consumer needs and journey orchestration, enabling organisations to seamlessly connect and route customers in real-time through AI-based routing.
Powered by Genesys Cloud, its AI-driven experience orchestration platform, offers CX innovation for enterprises of all scales. With its all-in-one suite of digital self-service capabilities, call centre employees and customers can engage in seamless conversations across digital channels like chat, email, text and social media.
InMoment assists clients in collecting and integrating customer experience data, uncovering valuable insights. Breaking down data silos, InMoment empowers brands to unlock customer data’s true potential from various sources. Its self-service reputation management capabilities with the integration of social review data and Voice of the Customer (VoC) feedback, help businesses acquire new customers alongside their customer retention efforts.
Intercom is a global customer service platform, focusing on how businesses support their customers through innovative messaging and automation solutions. It equips businesses with the capabilities to send over 500 million messages monthly and interacts with over 600 million active users.
Coveo Solutions Inc. is an AI-powered platform, offering applied AI solutions that enable enterprises to deliver relevant digital experiences at scale. The company’s solutions offer value to its customers by driving revenue growth, reducing customer support costs, increasing customer satisfaction and website engagement, and improving employee proficiency and satisfaction.
Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes customer service site, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Khoros is a one-stop customer engagement platform. Equipped with 20+ patented technologies, Khoros connects every facet of customer engagement, including digital contact centres, messaging, chat, online brand communities, CX analytics, and social media management. Primarily owned by Vista Equity Partners, Khora’s platform powers over 500 million daily digital interactions and leverages AI, further turning those interactions into actionable insights.
OpenText offers a cloud-native, scalable CXM platform for enterprises. Its experience cloud platform integrates experiences, media, communications, messaging, and data for customer experience management in one place. Some of its innovative products include OpenText TeamSite, OpenText InfoArchive, OpenText Experience DXM, and OpenText Extended ECM Platform.
Leveraging cutting-edge cloud, digital, and AI technologies, Genesys empowers organisations to actualise Experience as a Service, a vision aimed at delivering empathetic customer interactions on a large scale. With Genesys’ modern tech stack, businesses can gain the ability to provide proactive, predictive, and hyper-personalised experiences, fostering deeper customer connections across all marketing, sales, and service touchpoints on various channels. Additionally, Genesys enhances employee productivity and engagement, transforming back-office systems into modern revenue velocity engines.
With its headquarters in South Jordan, Utah, InMoment assists clients in collecting and integrating customer experience data, uncovering valuable insights. Breaking down data silos, InMoment enables brands to unlock every piece of customer data’s true potential, encompassing structured surveys, social reviews, and unstructured conversations from various sources. Apple Maps, Google, and Comp Edge are some names on its list of trusted partners. Additionally, its self-service reputation management capabilities within its XI Platform, with the integration of social review data and Voice of the Customer (VoC) feedback, help businesses acquire new customers alongside their customer retention efforts.
Zendesk’s mission is to simplify the complexity of global businesses, making it easy for its partners and their customers to create connections. Its customer-centric integrations include Zendesk Talk, Zendesk Voice, and Zendesk Sell. Its Calabrio ONE-powered Route 101’s Speech and Text Analytics integrator helps businesses to analyse historical interaction and handle time data with precision, increasing upto 300% agent efficiency.
Founded in 2002, Qualtrics is a customer experience management (CEM) software company facilitating businesses to streamline customer journeys. They offer a variety of tools and features to collect and analyse customer feedback, conduct surveys, track customer behaviour, map customer journeys, and generate actionable insights. As part of its mission and ongoing efforts, the company aims to develop technology to bridge experience gaps.
Five9 Inc is a global Customer Experience Management solution provider, offering cloud-based capabilities for contact centres. Some of its customer-oriented features include interactive voice response (IVR), real-time and historical dashboards, reporting, intelligent virtual assistant (IVA), analytics, workforce optimisation and workflow automation. Additionally, its easy-to-incorporate cutting-edge AI, automation, and journey analytics get directly integrated into the platform.
ServiceNow, a cloud-based, AI-driven platform and solutions provider, helps enterprises automate multiple management workflows. Its unified architecture and a unified data model bring consistency across business processes and ensure all implemented products work together. It offers a variety of cloud-based solutions to streamline enterprise processes, such as customer service management, HR service delivery, and strategic portfolio management.
