Partners

Genesys is a leading global provider of solutions for contact centers and customer experience (CX) management. Founded in 1990, the company specializes in creating innovative platforms that enable businesses to effectively engage with their customers through various communication channels. Its solutions are designed to deliver personalized service based on advanced technologies such as cloud services, artificial intelligence (AI), and analytics.

Genesys products cover all aspects of customer experience management, from voice calls and chats to social media, messengers, and email. The company’s flagship product, Genesys Cloud CX, is a cloud-based platform that unifies all communication channels into a single interface, allowing businesses to quickly adapt to changes in customer behavior and enhance their service.

Genesys actively incorporates AI technologies to automate processes, improve prediction accuracy, and reduce query handling times. Tools like voice and chatbots help minimize routine tasks for agents, enabling them to focus on more complex issues.

Key advantages of Genesys include flexible integration with other systems, high scalability for companies of all sizes, and decades of experience ensuring the highest product quality. Genesys serves thousands of clients in over 100 countries, including small businesses and large enterprises from the Fortune 500 list.

As an industry leader, the company consistently receives numerous awards and ranks highly in Gartner and Forrester evaluations. Genesys continues to expand its expertise, helping organizations enhance customer satisfaction, boost loyalty, and achieve business goals through modern technological solutions.

Omilia is the world leader in natural speech recognition (NLU) in contact centers.

Omilia’s solution is an omni-Channel Dialogue Management platform that combines the process of customer self-service and at the same time allows customers to freely communicate in natural language, without navigate through complex menus and option trees. It reduces the contact centers costs: eliminates the errors in transfers to skill groups of operators, reduces on 30% the conversation time and automatically serves up to 70% of customers without the transfers to operators.

Omilia provides a full range of technologies: SIP IVR, deepASR® (Automatic Speech Recognition Technology) based on deep neural networks, which serves to transform voice into text, innovative NLU engine (deepNLU®) and Dialog Manager which has repeatedly won awards in international contests.

DeepNLU®: Omilia has developed a more advanced NLU technology that is able to recognize the full meaning of a user’s speech in the context of a particular business profile. Omilia does a lexico-grammatical analysis of the text, parses the semantic of the text, and uses a program that performs a logical conclusion from a pre-built database of facts and rules. As a result, high accuracy is achieved in understanding the natural language.

The accuracy of speech recognition and understanding by deepNLU® technology is over 90% in business profiles such as banking and telecommunications, and the ability to determine the number of unique recognized topics exceeds 1000, while other solutions achieve less than 80% of accuracy and categorization of 50-90%.

Contact centers with implemented Omilia solutions (Vodafone, Alfa Bank, Piraeus Bank) have achieved following:

• Reduction of transfers between operators on 90%
• Reduction of call drops on 50%
• Reduction of average talk time on 30%
• Increasing of automation up to 100% -200%
• Increasing of customer loyalty (NPS) up on 30%

 

Customer support platform: all communication channels in one interface. The customer support platform easily adapts to your needs and market trends: modern updates, custom solutions, and fast scaling to any size of contact centre.

No customer is left unattended! All requests go into one interface for easy and fast processing. Is the customer uncomfortable using chat? Call back or send an email in one click!

Automating customer support reduces costs and frees up your team’s time. Connect bulk emails and turn your contact centre into a source of profit by providing fast communication with customers.

The main advantages of NovaTalks for business:

• optimal cost of implementation and support;
• ease to use and manage of provided functionality;
• high quality customer service;
• multiplatform (apps available for Android, iOS);
• deployment whether on premise or in the cloud;

Verint® Systems Inc. (NASDAQ: VRNT) is a world leader in solutions to optimize customer service, data collection for analytics and security, human resources planning, and fraud protection. Today, more than 10,000 companies in more than 180 countries (including Ukraine) use Verint solutions to improve the efficiency of enterprises and improve security in general.

Verint solutions contain a complete package of tools that help companies improve the interaction with customers, optimize business processes and workforce to increase loyalty, revenue and reduce risks and manage operating costs.

The Company’s strategy is to provide a single intelligent unified solution that allows to increase functionality based on a single core:

• record calls and screens;
• recognition, analytics and categorization both speech and text data;
• voice biometrics and protection from fraud;
• analyzing and automating the work of employees with applications (DPA);
• planning and optimization of human resources (WFM);
• integration with leading telephone platforms and contact centers (Cisco, Genesys, InIn, etc.).