eMite’s partnership with Genesys PureCloud sees eMite now provide Analytics for Amazon Lex
Sydney— December 01, 2017 — Prophecy is pleased to announce that the partnership between its subsidiary eMite and Genesys PureCloud now sees eMite Integrate with Amazon Lex to Drive Next Generation Customer Experience Through AI-Powered Natural Language Understanding.
Genesys® (www.genesys.com), a global leader in omnichannel customer experience and contact center solutions, debuted a new integration between its cloud customer engagement solution Genesys PureCloud™ and Amazon Lex at the annual AWS re:Invent conference taking place this week between 27 November and 1 Dec, 2017 in Las Vegas. eMite was pleased to be a part of this demonstration alongside its partners Genesys and Amazon.
Prophecy CEO Brad Thomas said “It was a privilege for eMite to be onstage with Genesys at the recent AWS Partner event in Las Vegas and demonstrate how our innovative Australian software solution is delivering successful outcomes to Genesys customers across the globe.”
PureCloud customers can now take advantage of the capability of Amazon Lex to better understand natural language, which enables IVR flows to recognize not only what consumers are saying, but also their intent. By leveraging artificial intelligence (AI), this integration will enable businesses to more easily build and maintain conversational interactive voice response (IVR) flows that route callers more efficiently, with the goal of enhancing the customer experience.
eMite’s AWS hosted CX Intelligence platform delivers unrivalled real time insight into customer experience by aggregating and correlating data from multiple disparate sources including PureCloud by Genesys, Amazon Lex, Salesforce CRM, Service Desk and Workforce Management applications.
eMite is a real-time dashboard and analytics solution designed to dramatically enhance contact centre business performance. Available as a Software-as-a-Service (SaaS) cloud solution, eMite is used in contact centres across five continents, and is able to deliver historical and live actionable insights in a simple, visual format that can be easily customised for different users.