Evolution It has launched a package of software products that expand the capacities of the cloud cloud solutions of the customer experience market (CX). These new solutions, designed and developed in Spain by the AI Hub evolution, respond to the real challenges of the sector with the advantage of being able to integrate agilely with the existing partners platforms, which further maximizes its impact and scalability.
“By offering this latest generation technology, with an outstanding presence of artificial intelligence in the areas of Customer experienceCloud and Cybersecurity, we are supporting companies and public administrations complementing their services in an innovative way with a value proposal created in Spain from our AI Hub”, Declares Jacinto Cavestany, CEO of Evolution.
In 2027, more than 70% of companies worldwide will use cloud platforms to accelerate their business initiatives, Gartner consultant reports. With regard to the customer experience, more than 80% of its managers believe that AI will be a clear differentiator for their organization in the future and 59% say that its adoption will lead to an increase in customer loyalty, according to a study by the Genesys technological supplier.
Innovations launched by Evolution allow companies and AAPP transforming the way they interact with users, optimize processes and guarantee regulatory compliance
Evolution accompanies the public and private sector in migration to Cloud, regardless of the adoption phase in which the organization is located; In addition, the AI considers the way to transform the way organizations interact with their clients, optimize processes and guarantee regulatory compliance in the digital ecosystem.
5 key areas in business digitalization
The main functions and advantages of the new evolutionary products portfolio focus on promoting the capabilities of the cloud services of their main technological partners. In this way, they address many of the automation and digital transformation needs of their client portfolio. These are the main areas of action of software products developed to date by the Evolution team:
- Data intelligence and automation through analytics. Through Star (sentimentary analysis)the analysis of the feeling in the interactions is incorporated to provide a key knowledge with which to increase the quality of the service and decision making. Through the tool Beat (bot engagement analysis tech)the performance capacity of conversational bots with understanding of natural language, examine connections and propose changes to improve experience is added. Likewise, the automation of voice, web or email surveys without agents is possible thanks to FAST (First Auto Survey Tool)which optimizes data collection at the time, managing to raise customer service.
- Democratization and accuracy of data to obtain advanced reports. Data analysis is optimized with RAP® (RAW ANALYTICS POWER)facilitating real -time and personalized CX reports. By simplifying these reports, it improves the extraction and visualization of the data, also democratizing access to them by users.
- Connection through flexible and scalable integration. To standardize and simplify integrations, as well as reduce costs and accelerate the connection between manufacturers, the solution is found Big (Business Integration Gateway). For its part, Gain (AI Gateway Integration It offers an omnicanal framework that integrates channels with conversion of audio text and vice versa (TTS and STT), in addition to understanding natural language (NLU), guaranteeing operational flexibility and technological independence. This section also includes the solution SNC (Smart Intelligent Comms) As a native integration in Salesforce for calls and records, which helps in operational efficiency, traceability and productivity.
- Routing with intelligent interactions distribution. The efficient flow is guaranteed with the management of mails of Echo (Email Chaos Organiser) which includes search, transfer and mass closure in Cloud Genesys, optimizing times. Besides, Quid (Queue Intelligent Distribution) distributes interactions in Contact centers intelligently in compliance with contracts or supplier agreements (Service Level Agreement or Slas).
- Protection, control and optimization of recordings. From Genesys Cloud you can extract recordings with advanced filtering through the solution Team (Tailored Extraction Audio & Meta). To migrate them from inherited systems to cloud environments, such as AWS, winning in safety, accessibility and regulatory compliance, the new suite offers ARM (Agile Record Management). Finally, if you want to delete recordings selectively and auditably, customers can trust the tool PET (Precision Eraser Tool) To protect data in Contact centers With total security.
