Today, we’re excited to announce that Upland InGenius now integrates Genesys Engage with Salesforce Service Cloud Voice and Einstein AI. InGenius, powered by Upland Transcription Service, is the only vendor that allows Genesys Engage customers the ability to unlock the power of Einstein AI.
This innovative solution is designed for Genesys Engage customers who prefer to maintain their on-premises telephony system and avoid, or postpone, the transition to cloud-based platforms. On-premises contact centers are often highly customized, equipped with advanced security measures, and valued for their independent reliability. Migrating to the cloud can lead to the loss of critical customizations, incur substantial costs, and disrupt both agents and operations. Recognizing that many organizations are not yet ready for this transition, the InGenius connector offers a seamless way to access the cutting-edge AI technology without the need to move telephone infrastructure to the cloud.
With the combination of InGenius and Upland Transcription Service, contact centers that continue to use an on-premises Genesys Engage telephony system can securely convert agent-customer conversations into text through real-time transcription. This transcription is integrated with Salesforce, via InGenius, enabling Salesforce Einstein AI with the most relevant data to help with productivity gains. Einstein AI empowers agents by extracting key phrases, providing Next Best Action recommendations, and suggesting relevant knowledgebase articles. Additionally, it can generate call summaries and classify cases.
By utilizing generative AI technology, contact centers can enhance agent efficiency, improve compliance and quality, drive continuous improvement, and offer more personalized service to end customers. InGenius allows large organizations to make the most out of their technology investments no matter what stage they are at with their cloud transformation.
“Upland is dedicated to equipping our customers with the most advanced tools to transform their contact centers,” said Sean Coleman, Senior Vice President and General Manager at Upland Software. “As validated by our customers, the latest InGenius integration harnesses the power of AI to elevate customer experiences and drive operational excellence. This important milestone marks a significant step towards the future of contact centers, where AI-driven insights and automation will redefine efficiency and customer satisfaction.”
InGenius has over 20 years of experience and a singular focus on Computer Telephony Integration. It serves contact centers across a wide range of industries, including finance, insurance, manufacturing, government, retail, and healthcare. Deployed in over 20 countries, including the USA, UK, Canada, UAE, Spain, and Japan, InGenius is renowned for delivering smarter, faster, and more personalized customer service while boosting agent efficiency and retention. InGenius supports integrations with leading telephony providers such as Asterisk, Avaya, Cisco, and Genesys, as well as platforms like Salesforce, Microsoft, and ServiceNow.
Discover how your organization can harness Einstein AI capabilities without compromising your on-premises telephony investment. Start the conversation today!