Simplify consumer service with holistic digital solutions

Omnichannel integration

Engage with your customers seamlessly across 30+ integrations and channels, including phone, email, and chat, without losing context. Ensure a consistent, unified customer experience to enhance satisfaction and loyalty.

Centralized command center

Equip your agents with all the critical case information they need, right at their fingertips. Emplifi customers have reduced case handling time by an average of three minutes per case after implementing our solutions.

Intelligent automation and agent assist

Guide agents through complicated cases with automation or let Emplifi's AI-powered chatbot handle cases. Our intelligent platform streamlines everything from case routing to responses, reducing handling time by 29% for customers.

Comprehensive analytics and insights

Ensure compliance while gaining deep insights into customer behavior and service performance with powerful analytics. Use data-driven decisions to continuously improve your customer service strategies.

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.

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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.

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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.

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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 customers 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.

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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.

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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.

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"Emplifi supports us every day, in everything that we do. Our spokes on the wheel are integrated with Emplifi, making it easy for our teams to enter the correct data, which in turn helps with accurate reporting. Many critical decisions within our organization are made based on the information collected, and being able to run accurate reporting. The integrated Emplifi tools help us do that easily.”

Lisa Diehl Director, Consumer Care

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"Emplifi enables us to offer more comprehensive, real-time support for our flight attendants using their existing in-flight handheld devices."

Erica Smith IFS Technology Delivery Manager at Delta Airlines.

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Slice of cheesecake with strawberries on a plate

"Now, our Guest Service personnel enjoy a faster training experience with the single-point-of-contact system. With ever-growing customer expectations, we're glad Emplifi helps us maintain our competitive edge in delivering a great guest experience."

Juan Cortez Guest Services Manager, The Cheesecake Factory

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Emplifi has made life a lot easier. The whole process has been smooth, from working with our wonderful customer success manager, to implementing and managing the tool, the Emplifi team was available, responsive, and knowledgable.

Alex Bresette Director of Guest Relations

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