Emplifi Upgrades CX Platform with Unified Analytics

Customer experience (CX) platform Emplifi has added 'unified analytics' to its platform, bringing together paid, earned and owned social media, competitive analysis and voice of customer (VoC) tools.

The firm, which was formed from the merger of VoC platform Astute and social media specialist Socialbakers, analyzes more than 138 million VOC data points every day, and monitors social media at scale, helping clients handle over one billion customer interactions each month. A year ago, the company announced a growth equity investment led by Sixth Street Growth, which valued the company at more than $1 billion.

With the upgrade, VoC tools now have pre-designed survey templates to help businesses collect feedback on web interaction, UI/UX, product and customer service across channels, with the option to export results to business intelligence tools. Emplifi's Bot intent capabilities have also been improved, with notes to enable collaboration within service teams to better manage customer questions and interactions. Ratings and Reviews releases now include sellers' rating widget and the redesign of review moderation; and the Emplifi Live Advisor enhanced chat, call and video support provides customers with a personalized shopping experience.

Chief Technology Officer Todd McCaslin (pictured) comments: 'We want to provide brands the tools to operate efficiently and optimize revenue, while also engaging with their audience and improving customer retention. Emplifi's core differentiator in the marketplace is its unified engagement platform. Our Platform Intelligence Engine architecture combines foundational AI, automation, rule-based decisions, routing, and analytics across all our solution areas in marketing, commerce and care'.

Web site: www.emplifi.io .