Customer Experience Services & Solutions

Born in the Contact Center,
Built for Your CX Success

[24]7 Engagement Cloud, the only CCaaS platform built on deep contact center expertise, leverages intelligent AI to deliver frictionless customer and agent experiences. The result: peak performance, elevated brand image, and lasting customer loyalty. It's the perfect platform for delivering on your CX promises.

From Prospects to Loyal Customers:
We've Got You Covered

[24]7 Engagement Cloud equips you to excel at every stage of the customer journey, from the very first interaction to building enduring relationships. It’s a complete package that helps you acquire new customers, nurture existing ones, and drive long-term retention—all on a single, unified platform. Powered by our conversational AI technology for smart conversations across multiple digital, voice, and video platforms, [24]7 Engagement Cloud handles everything from simple searches to complex interactions. Start anywhere and easily expand capabilities as your needs change.

Personalized Targeting

Reach the right audience with laser precision. Our AI-powered platform tailors digital messages across channels (web, chat, video, SMS, and social media) and devices to resonate with the right prospect at the right time, boosting engagement and conversions.

Omnichannel Engagement

Seamlessly integrate multiple communication channels, providing a consistent and unified experience for customers across all touchpoints.

[24]7 Copilot

Purpose-built Generative AI-powered tools that turbocharge agents with immersive training programs, real-time assistance, and feedback mechanisms, which in turn streamline communication processes, reduce wait times, and enhance overall customer satisfaction.

Insights, Reporting & Analytics

Turn every conversation into actionable intelligence, discover and act on trends, and create reports all stakeholders rally around. Monitor 100% of written and spoken conversations, and equip supervisors with insights that guide personalized, real-time coaching for every agent in every situation.

From Prospects to Loyal Customers:
We've Got You Covered

Outbound Targeting

Generative AI Suite

Integrations

No more lengthy professional services engagement to connect to various business applications. Pre-built integrations—Salesforce, Microsoft, Zendesk, Twilio, Blueprism, TensorFlow, Deepgram, Dialogflow, Calabrio, and more—accelerate deployment, configuration, and time to value for AI and CX initiatives. This ensures agent success and enables efficient operations management.

Insights, Reporting & Analytics

Brands that Trust Us

We are a company that stands proud of the inspiration behind us, which helps us create an equitable future for all.

Know More

Broyhill

Success by the Numbers

Return on Ad Spend

60%+

Improvement in Conversation Automation Rates

+25%

Increase in Net Promoter Score

+20%

Agent Productivity Lift

50%

Boost in Sales Attempts

Modernize Customer Conversations
Across Every Channel

With years of contact center operational experience and Generative AI built into its very core, [24]7 Engagement Cloud personalizes every interaction. This translates to happy customers who get what they need, empowered agents who can resolve issues efficiently, and cost-effective solutions that boost your business.

Campaign Management

Dynamically design and deliver the right message across channels and devices to the right prospect at the right time.

1. Targeted Advertising And Campaigns

Create and deliver personalized experiences across channels (web, chat, video, SMS, and social media) with real-time, dynamic, predictive ads, and amplify your ROI by 10X.

2. Patented Intent Prediction

Draw on first, second, and third-party data to anticipate what customers are trying to do and personalize messages to meet their needs precisely. Our industry-leading AI analyzes consumer behavior to understand customer journeys and more accurately predict intent.

3. Dynamic Creative Optimization

Build your campaign by feeding hundreds of creative options into a personalization matrix. [24]7 Target automatically stitches together ideal advertising creative based on intent and persona insights, with real-time optimization. No other platform can manage this level of complexity—and make it simple.

4. Conversational Ads

Take consumers directly from a digital ad into a live conversation with a chatbot that can answer questions or connect them to an agent. A smart chatbot can even close the deal on the spot by helping customers complete a transaction. Reduce costs, lower customer effort, and eliminate drop-offs.

Conversation Automation

Delight customers with AI that understands their intent however they express it, quickly resolves their issues, never loses the thread, and seamlessly escalates to the right live agent if needed—and brand loyalty goes up.

1. Intent Prediction And NLU

Self-serve like never before for your customers. Advanced intent prediction and NLU capabilities ensure smooth, natural interactions through FAQ and conversational bots, both voice and digital.

2. Intelligent Traffic Management And Routing

Fast-track customer support. Deflect from voice to digital channels or escalate to the right agents seamlessly with skill-based routing and resolve customer issues smartly.

3. Unified Knowledge Base

Provide instant, accurate self-service for customers and agents through a dynamic, AI-powered unified knowledge base that auto-updates by ingesting information from various enterprise resources, including PDFs, text files, and HTML content, ensuring seamless access to the latest data.

4. Multimodal Interactions

Simplify complex conversations. Solutions like Visual IVR (taking voice callers to a web-based support experience), and co-view/ co-browse leveraging digital cards resolve complex issues.

Agent Experience

Empower agents with the right AI assistance inside an intuitive, widget-based workspace to handle omnichannel customer conversations—boosting agent productivity and customer satisfaction.

1. Generative AI-driven Agent Training

Create the best versions of your agents leveraging Generative AI.

Scale up agent training with AI-driven simulations and robust feedback mechanisms. Accelerate skill development and create a tailored learning experience for improved agent efficiency.

2. Omnichannel Agent Console

Equip agents to succeed at every stage of the conversation.

Empower agents with an AI-driven, customizable console for voice, video, chat, email, and SMS, enabling quick access to customer context for efficient resolution and sales conversions.

3. Real-time Agent Assist

Supercharge Agent Productivity. Smart, real-time recommendations act as your agents' behind-the-scenes expert, suggesting replies and next steps to streamline interactions.

4. Performance Monitoring And Coaching

Close the Agent Performance Gap. Analyze every conversation to uncover top agent practices. Equip supervisors with insights for personalized, real-time coaching to enhance agent performance in any situation.

Conversational Intelligence

Improve business intelligence, workforce optimization, and quality and compliance management with AI-driven insights from omnichannel customer conversations.

1. Single Source Of Truth

Make the most of every customer conversation.

Ingest omnichannel conversation data into a robust BI platform, breaking down silos. Automatically structure data for advanced speech/text analytics without the need for data scientists.

2. Supervisor Tools And Insights

Complete contact center reporting at your fingertips.

Discover evolving customer trends across distributed contact centers. Dive deep into channels, queues, agents, or conversations to pinpoint root causes. Empower supervisors with tools and insights to monitor performance, optimize processes, and manage user roles effortlessly for streamlined operations.

3. Role-based Dashboards

Drive decisions with utmost clarity.

Elevate your team's insights with customizable dashboards tailored for every stakeholder, from executives to sales and quality leaders. Designed for business users, no coding or data analysis skills required.

4. Quality Assurance

Monitor 100% of conversations—both structured (text) and unstructured (voice)—for quality and compliance.

Track script adherence, soft skills, and more to maintain customer service standards. Identify non-compliant conversations, flag them for QA, and proactively manage risks. Give agents best-in-class call center tools to maintain quality and workplace compliance while working remotely.