Upland Software is thrilled to unveil a major advancement for contact centers with the launch of the Upland InGenius integration, now compatible with Genesys Engage, Salesforce Service Cloud Voice, and Salesforce Einstein AI. This cutting-edge solution is set to revolutionize how on-premises telephony systems leverage artificial intelligence.
For organizations committed to maintaining their on-premises Genesys Engage systems while deferring cloud migration, this new integration offers a seamless pathway to harness the power of Einstein AI without the need to transition to cloud-based platforms. On-premises contact centers, known for their advanced security features and bespoke configurations, face significant challenges when moving to the cloud. The potential loss of customizations, high costs, and operational disruptions can be daunting. Upland’s InGenius connector bridges this gap by integrating with Salesforce to bring AI capabilities directly to on-premises systems.
By utilizing InGenius, powered by Upland Transcription Service, contact centers can now convert agent-customer conversations into text in real-time. This transcribed data is then integrated with Salesforce, where Einstein AI enhances productivity by providing actionable insights such as key phrase extraction, Next Best Action recommendations, and relevant knowledgebase suggestions. Furthermore, Einstein AI can generate detailed call summaries and classify cases, streamlining processes and improving overall service quality.
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“Upland is committed to providing our customers with the most innovative tools to transform their contact centers,” said Sean Coleman, Senior Vice President and General Manager at Upland Software. “The latest InGenius integration represents a significant leap forward, bringing the transformative power of AI to organizations at any stage of their cloud journey. This development not only enhances operational efficiency but also enriches customer experiences with AI-driven insights.”
The InGenius integration signifies a pivotal moment for contact centers, offering a unique opportunity to blend AI advancements with existing on-premises systems. This solution allows organizations to maximize their technology investments while preparing for future cloud transformations.
SOURCE: Upland Software