Engagely

A no-code customer experience platform for enterprises

Engagely is an AI customer engagement company whose platform automates support, engagement and experience for enterprises, covering the whole customer journey from product discovery through purchase confirmation to after-purchase help. The company describes its product as a no-code total CX platform built on multiple large language models, with its own natural language processing engine, drag and drop analytics, integrations and security features.

Virtual assistants across channels

The Engagely Automation Cloud is a set of intelligent virtual assistants that talk to customers by voice, chat, email, WhatsApp and social media. Engagely says its chatbots use generative AI to produce personalized recommendations, product descriptions and nudges, and that its voice side combines automatic speech recognition with generative AI so that customers receive support that is predictive and informed rather than only reactive.

A contact center without the old IVR

Its Contact Center Cloud is meant to replace traditional interactive voice response menus with omnichannel contact center software. It handles inbound and outbound calling and conversations over conversational and visual IVR, voice, video, email, social media and text messages, without a new infrastructure overhaul, according to the company. The aim is to break down silos between channels and keep the same experience across every touchpoint.

Live chat, ticketing and supervision

The Unified Communication Cloud groups live chat, ticketing systems, a single window console and supervisory control for the people who run support operations.

Analytics and agent assistance

Engagely Analytics Cloud turns conversations into data. It lists conversational insights, auditing of every call, agent performance and business insights. Real-Time Agent Assist is aimed at human staff: a bot for agents, a knowledge bank, sentiment analytics and real-time recommendations during a conversation.

Industries and uses

The company names banking, financial services, insurance, travel and hospitality, healthcare, education technology, telecom, logistics, securities, retail and IT-enabled services among its sectors. Use cases include customer support, customer engagement, knowledge management, IT service management automation and HR automation.