Emplifi named a leader in The Forrester Wave Social Suites. Access the report.
Simplify the complexities of consumer service
Emplifi empowers brands to deliver the exceptional digital experiences consumers crave. Our proven solutions, trusted by the biggest consumer brands, increase customer satisfaction, enhance agent efficiency, and safeguard brand reputation and trust.
Omnichannel integration
Centralized command center
Intelligent automation and agent assist
Comprehensive analytics and insights
Agent
Social Care
Chatbot
Knowledge
Voice of the Customer
Analytics
Agent
Emplifi’s solutions for service teams are built from the ground up with automation across the board, helping agents and their managers improve response time, quality, and customer satisfaction.
Unified Command Center
Agent provides streamlined and automated omnichannel engagement for agents.
AI & Automation
Agent boosts efficiency by automatically populating contact fields and guiding agents with the next best steps.
integrated chatbot
Emplifi’s digital self service helps reduce case volume, with seamless handovers to each agent.
agent assist
Help agents resolve cases better and faster by allowing them to access consistent information from one central repository.
Social Care
Streamline social customer care with comprehensive case management that lets you manage both public and private messages without losing continuity. Easily route, open, track, and resolve inquiries across social and review channels using user-friendly, intuitive tools.
Advanced automation
Streamline every step of your customer care workflow with automation for assignments and case status.
Third-party integrations
Easily collaborate with CRM users and seamlessly escalate cases with complete context and data.
Integrated Listening
Proactively respond to both brand engagement and community issues using real-time monitoring.
Governance
Manage permissions, SLAs, audit trails, agent views, case information, and attributes with ease.
Chatbot
Enable your customers with 24/7 support powered by Emplifi’s AI-powered chatbot. From answering frequently asked questions and gathering leads to streamlining shopping, Emplifi’s chatbot enhances customer engagement through personalized interactions, driving higher satisfaction and loyalty.
Omnichannel
Launch across your website, social media, and other digital touchpoints for a seamless user experience.
Escalate to live agents
Automated routing allows customers to escalate to a live agent or subject matter expert and continue the conversation exactly where it left off.
Personalized
Answer questions, activate surveys, share order info, or provide goodwill with automated responses tailored to your brand's voice, tone, and languages.
Instant answers
Lighten your workload with AI to help you create consistent, branded responses while maintaining control over responses.
Knowledge
Emplifi Knowledge consolidates product information, FAQs, scripts, processes, policies, and other resources within a single knowledge system. With these tools at their fingertips, agents can resolve issues more efficiently and effectively.
Learner Tool
Strengthen and expand your knowledge management system with a daily report on what your consumers are asking.
Versioning & History
Keep track of previously published responses for audits and easy rollback.
Authoring Tool
Collaboratively build content across the enterprise with workflow automation and review capabilities within the same platform.
Multilingual
Configure with multiple languages to assist your customers around the world.
Voice of the Customer
Emplifi Voice of Customer (VoC) enables brands to truly understand customers' needs, perceptions, and expectations with innovative survey management tools, helping make faster, more informed decisions by identifying trends, correcting issues, and tracking audience shifts.
Complete customer journey
Better understand the experience of your customers across web, social, and other digital properties.
Proactive survey alerts
Receive alerts for highly turbulent survey response data to swiftly address potential customer issues.
Seamless integration
Easily share VoC surveys from chatbot or from Emplifi products like Community and Care.
Customizable Surveys
Benefit from out-of-the-box, self-service surveys that are fully customizable to meet your specific research needs.
Analytics
Our analytics help you collect valuable, accurate customer data, transform it into actionable insights, and take steps to drive business change. With powerful visualizations, dashboards, and the ability to drill down into details, you'll gain a deeper understanding of your customers' true experience with your brand.
First-Party Data
Collect relevant first-party data, integrate it into your corporate data lake, and analyze it using business intelligence tools.
Dashboards & Visualizations
Generate charts and visualizations from a variety of data sources, combined to be seen and understood quickly.
Robust Filtering & Views
Stick with the big picture or drill down into the details, depending on your needs. Analyze, predict, and normalize data across multiple parameters, uncovering previously hidden connections and insights.
Automatic Report Distribution
Saved reports can be scheduled for automatic distribution, delivering relevant insights to management, QA, manufacturing, and other departments.
What our clients say
