Creating exceptional customer experiences (CX) is a key differentiator for your company. You can differentiate yourself by using a modern Contact Center as a Service (CCaaS) platform that’s built on open standards and technologies. A cloud platform offers more flexibility and is easier to integrate with systems and services.

This means your IT support teams and developers can build, test and deploy new features and applications, including third-party apps, seamlessly. By integrating third-party applications, you can speed time to market, improve efficiency, maximize your investments and, ultimately, improve customer support and enhance your overall customer satisfaction.

Determining Your Call Center Integration Solutions Needs

A CCaaS solution that’s based on open APIs gives you access to a wide variety of native components and third-party solutions to add a new feature for the short term or to pilot smaller projects for longer stints. In addition, third-party integrations through a marketplace, such as the Genesys AppFoundry® Marketplace, provide cost-effectiveness and efficiency with free trials and straightforward billing.

Many third-party solutions are available to try before you buy, letting you explore the functionality and impact on your contact center before you make a long-term investment. This can aid you in making an informed decision about which solutions make the best sense for your organization.

The AppFoundry Marketplace offers a wide range of CX applications and integrations, each of which has been reviewed for market fit, ease of daily use and customer value. The AppFoundry boasts hundreds of prebuilt apps and integrations from a wealth of trusted partners so you can address your industry-specific challenges.

Many AppFoundry apps are free, and a significant number offer automated free trials. Premium apps can be offered directly by Genesys to simplify the procurement and invoicing process.

Let’s look at AppFoundry partner solutions that you can use today to extend your Genesys Cloud™ platform capabilities.

VoIP Solutions: Streamlining Voice Communications

ConvergeOne: ConvergeOne TranslateMe is a translation app that uses a network of skilled human translators to provide accurate and nuanced translation. It overcomes the potential for misinterpretation and misunderstanding that comes with artificial intelligence (AI)-powered translation services. An intuitive interface and user-friendly design make translation capabilities easily accessible to agents of all skill levels.

IRIS: IRIS Clarity is designed to overcome contact center noise and provide a clearer, cleaner and more productive conversation. It is an AI-powered desktop app that removes background noise on both sides of the call, making the conversation clearer for call center agents and customers alike. Bidirectional noise canceling eliminates time spent on repetition, overheard conversations and spend on premium headsets.

Upland Software: Upland InGenius is a computer telephony integration (CTI) connector that empowers contact centers and service desks to leverage the full potential of Salesforce Service Cloud Voice, the Genesys Engage™ solution and the Genesys Cloud platform. By seamlessly integrating your telephony and the Salesforce CRM, Upland InGenius for Salesforce Service Cloud Voice BYOT enables agents to access a unified view of customer interactions, accelerating response times and enhancing personalization. With the power of Salesforce Einstein AI, InGenius unlocks advanced capabilities like live transcription, AI-driven recommendations, case classification and more, transforming ordinary call centers into intelligent, efficient operations.

Chatbot and AI Tools

Calabrio: Wysdom Operations Center/Bot Analytics provides sophisticated analytics and reporting that empower teams to build an impactful conversational AI program that enhances the performance of chatbots and voicebots. The bot analytics platform uncovers new opportunities to improve CX by enabling your teams to see the complete conversation journey. Analyze the combined or individual performance of chatbot, voicebot or live agent conversations; and compare metrics such as containment, automation and sentiment between bots and human agents.

CX Index: CX Index is a comprehensive survey solution that makes collecting feedback from any touchpoint seamless, whether it’s through voice; chat; email; SMS; or prominent social platforms like WhatsApp, Facebook and Instagram. By using the customer feedback collected via CX Index, you can gain a genuine understanding of your customers’ emotions, achieving insights that AI alone cannot provide. Once you’ve gathered this feedback, the platform offers a variety of tools that enable you to make smarter, more profitable, customer-centric decisions that drive winning outcomes for your organization.

SESTEK: Knovvu Analytics from SESTEK is an AI-powered speech analytics solution with automated quality management capabilities. It monitors customer interactions across multiple channels — voice, chat, email, video, surveys and SMS — to provide a holistic view of behavior and feedback. The solution is 100% homegrown and has speech recognition accuracy of over 97%. It gathers data from text and voice sources, such as phone calls, social media and other digital communications. Knovvu Analytics enables businesses to extract critical insights, better understand customers and respond in real-time. Additionally, quality management capabilities enhance agent performance through objective feedback. The solution is available as a free trial.

Workforce Management System Tools

Scorebuddy: Scorebuddy is a contact center quality assurance (QA) solution that uses AI to improve operational efficiency, drive agent engagement and uncover actionable insights. It allows companies to analyze interactions and identify ones that require human review, using AI to identify agent skill gaps and development opportunities. Scorebuddy delivers immediate feedback via personalized dashboards, along with advanced reporting and analytics to identify trends and patterns in QA data. The solution has embedded business intelligence and its data can be used to create highly visual, digestible reports to share with stakeholders.

Time Doctor: Time Doctor is a workforce analytics platform that gives managers actionable insights to improve team productivity and performance. It leverages integrated time management features, productivity analytics and WFM tools to improve visibility, processes and profitability. Time Doctor Desktop Process Analytics (DPA) is tailored for in-office, hybrid and distributed contact center teams. The call center solution has a range of management, scheduling, automation and billing features to help contact centers achieve greater profit, flexibility and accountability. It’s available as a free trial.

Analytics and Reporting Tools

TouchPoint One: An advanced contact center performance management platform, Acuity by TouchPoint One collects, generates and combines customer data from disparate systems to power an integrated suite of business tools. Acuity offers AI-powered, real-time dashboards; departmental/functional scorecards; quality monitoring; agent coaching; virtual meetings and screen share; performance reviews; chat and email; analytics and reporting; and multiple gamification options. The solution can be used to improve workforce engagement, CX and business results.

QStory: QStory helps balance customer demand and agent supply in real time; automatically handles schedule changes and protects service levels; and improves cost to serve, CX and agent wellbeing by making productive use of otherwise idle time. The solution empowers agents, letting them self-serve their schedules — from breaks and shifts to leave and overtime. QStory identifies the impact of these requests and can even automatically update schedules and holiday balances if they aren’t a detriment to service levels.

Virsae: Virsae Service Management for Contact Center and UC is an always-on monitoring and analytics platform that can simplify contact center and unified communications systems management to enhance visibility into the real-time performance of hybrid and cloud environments. It combines big data, machine learning, AI-powered diagnostics and automation to deliver insights that help you optimize CX; resolve technology issues faster; manage costs through improved productivity and efficiency; drive revenue; and build your brand. A free trial is available.

Email Management Tools

Eccentex: Eccentex ServiceJourney combines customer service data, workflows and teams onto a single highly configurable, low-code solution. It helps make conversations effortless by giving agents more context and automation along the customer’s journey. ServiceJourney also provides an advanced email help desk, which captures, triages and automates large volumes of email across brands and languages. It intelligently routes email messages to the right teams, so employees can focus on more complex tasks.

Frontline Solutions: The Frontline Mail Manager (FMM) was developed to enhance the email handling capabilities of Genesys Cloud. FMM creates “threads” that link multiple messages. The solution is integrated so users experience it as a standard part of the Genesys Cloud platform, providing benefits across your call center operations, including back office and front office as well as for supervisors and external employees. A free trial is available.

Qwi: Email Center provides a host of functionalities for email. The solution works via two complementary methods: as an integrated application and as an agent widget. The integrated application is a real-time, user-friendly interface for managing email with a range of features and capabilities, such as cherry picking, advanced search and batch actions. A widget is available for each interaction an agent manages, so the agent can have a complete view of all customer emails, including content, attachments previews, timeline and status. It’s available for a free trial.

Social Media Integration Tools

e-Contact: Lynn from e-Contact is a secure, reliable and comprehensive suite of communication channels on a global platform with expert support. It helps startups and agile enterprises abstract the complexity of communications and innovate more quickly. Lynn features include social media integration with Genesys Cloud chat, visual IVR, chat transfer to agents, Rest API full integration capabilities, integration to client authentication services using client security protocols, integrated insights reports, and a graphical user interface to manage interactions.

Sentiment.io: The Sentiment.io Unified Inbox for Social Media, Messaging and Reviews brings a range of channels to Genesys including TikTok; Facebook; LinkedIn; YouTube; Instagram; VK; LINE; WhatsApp; Apple Messages; and review sites like Trustpilot, Google Play Store and Apple App Store. You can use Genesys Cloud Architect to route these channels as with any other channel and handle them all via the familiar Genesys Interactions interface, deploy your bots or use the Sentiment Gen AI bot-building capabilities.

Syndeo: Syndeo AI Assistant with Experience Apps is an advanced, AI-powered chatbot solution that empowers organizations to deliver personalized self-service across 15-plus digital channels, including web chat, SMS and social messaging apps like Facebook Messenger, WhatsApp, WeChat, Telegram, LINE and Instagram. Designed to drive better outcomes in marketing, sales and service, this solution integrates Experience Apps — customizable, industry-specific applications that combine generative AI, guided dialogue, context and data.

Quality Management Software Tools

Cobrowse.io: Cobrowse.io enables agents to collaboratively browse customer desktop and mobile web browsers, native mobile applications and third-party content directly within Genesys Cloud. A powerful tool for pre-sales and customer support, Cobrowse.io is proven to deliver improvements in customer satisfaction, agent satisfaction, first-contact resolution (FCR) and average handling time (AHT) for the most complex of customer interactions. Cobrowse.io is cloud-hosted and provided as a service by default. However, the same Cobrowse.io software is also available for enterprises to self-host in their cloud accounts; run in their on-premises data centers; or even deploy to air-gapped, protected networks.

Illuma: Illuma Shield™ replaces traditional authentication methods, verifying caller identity using passive voice biometrics. During enrollment, a proprietary AudioPrint™ is passively created based on the unique characteristics of the caller’s voice and device. On subsequent calls, this AudioPrint™ is used to passively validate caller identity in real time during natural conversation. This modern verification method minimizes friction, improving caller experience, operational efficiency, and account security. IllumaShield™ provides much stronger fraud prevention compared to even the most extensive security Q&A.

Mutare: The Mutare Voice Traffic Filter (VTF) helps eliminate malicious and suspicious calls from your call flow. VTF uses proprietary voice-data analysis to detect and remove all spam, scam, spoofed or unwanted calls from the network edge before they enter your IVR or ring through to an agent. This boosts KPIs and metrics by accurately presenting call numbers, enhances customer experience by freeing up agent time and improves security by protecting customers against social engineering attacks. A free trial is available.

Knowledge Base Solutions

eGain: eGain Knowledge Hub™ for Genesys proactively delivers guidance to agents during customer conversations. Powered by AssistGPT — generative AI that automates knowledge management tasks while maintaining business controls and compliance — the solution customizes guidance to the specifics of the interaction, as well as the agent’s role, experience level, region and language. Virtual assistance provided through eGain reduces agent training time and deflects agent-assisted service requests by sending consumers on IVR or digital channels to hyper-relevant self-service links.

livepro: livepro Knowledge Management automatically suggests knowledge to agents based on customer chat or voice inputs. Powered by AI, livepro provides a feature-rich but easy-to-use method of delivering answers — not lengthy texts — to agents, speeding call resolution and reducing the need for training on complex procedures. A compliance suite provides different methods to determine accuracy, efficiency and quality, and a full report and dashboard suite lets you know why customers are calling and what knowledge they request most.

ProcedureFlow: ProcedureFlow is a knowledge management software designed to accelerate proficiency by simplifying how employees navigate organizational processes. It creates a single source of truth for company processes, giving employees the information they need in a highly consumable, visual and easily updatable format. This can help enhance their productivity and lead to improved customer experience.

Payment Processing Systems

CardEasy: CardEasy Secure Contact Center Payments creates a secure payment environment for payments over the phone through self-service IVR, email, web chat, SMS, social media or even video calls. It reduces the risks and costs of managing compliant card payment transactions in your contact centers, descoping it from PCI DSS. It also removes the risk of payment card fraud by preventing your contact center agents from hearing or seeing payment card data, blocking it from your screen and call recording and preventing it from entering your systems and networks.

Glider: Glider Assisted Payments is an omnichannel, white-label payments communication platform to help transform complex, multistep manual payment processes into a secure tap, click or swipe experience, supporting a wide range of payment methods for maximum flexibility. It seamlessly connects people and systems across your organization, offering a simple, PCI DSS-compliant solution to tackle any payments challenge. With Glider, you can realize value faster through deep insights into user behaviors, payment patterns and real-time data that’s easily searchable and filterable.

Sycurio: Sycurio provides secure, frictionless payment solutions to help transform customer payment experiences across voice and digital channels. Sycurio.Voice streamlines secure payment processes, enhancing agent efficiency, reducing AHT and improving FCR for measurable ROI. Sycurio.Digital enables secure payments across every channel — live chat, SMS, chatbot, email and more. Sycurio provides seamless, PCI-compliant transactions that build trust and optimize customer and agent experiences.

Integrate, Innovate and Elevate

The right call center software integrations can elevate your contact center. They can bring new efficiencies, improving customer service and maximizing workflows. Learn more about AppFoundry and unique third-party solutions for your Genesys Cloud environment. And see why leading brands consistently choose Genesys Cloud for their CX transformation.