[ Yoizen ... Reviews ](https://www.g2.com/products/yoizen-omnichannel-cx-platform/reviews) [ Yoizen ... Reviews ](https://www.g2.com/products/yoizen-omnichannel-cx-platform/reviews) # Yoizen Omnichannel CX Platform Features ##### ## Platform (16) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Third-Party Integrations Set up connections to third-party platforms to improve business processes Reporting Provides analytics tools that reveal important business metrics and track progress Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Mobile Access Access software remotely via mobile devices Live chat Provide tools for live chat on one's website. Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. Branding Has the ability to customize look and feel of chatbot to match` company branding. Analytics Gives user the ability to analyze conversations with the chatbot and see its performance. A/B testing Allows users to test the efficacy of various responses through A/B testing. Role-based access Allows for varying access to chatbot and admin settings, depending on user, their role, etc. Collection of information Can collect and store information from interlocators, such as email, phone number, etc. Augmented Analytics Analyze data and automatically generate insights using AI/ML technologies Proactive Chat Copy on the page or chat window encouraging the user to engage with the chat option Show More ##### ## Ticket and Case Management (16) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Workflow Management Create, design and manage workflows for repetitive tasks Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ticket Management Track, manage, or resolve user requests and IT incidents/issues Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Inbox Management Organize, prioritize, and manage incoming communications Support Ticket Management Allow customers/users to submit support queries and service requests Email Management Manage, store and organize emails within the system or via third-party apps Show More ##### ## Communication Channels (6) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Video Chat Chat with your counterparts over the video in real time Show More ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Communication (7) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Real-time Consumer-facing Chat Engage in direct, instant messaging with consumers Show More ##### ## Internal Use (6) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Responses (5) Customization Customize your chat workflows with rules and automations. Control Control who the chatbot converses with (and when). Route To Human Has the ability to connect interlocator with a human agent when the need arises. Menu bars Can provide interlocators with menus, through which they can choose a relevant response. Drip sequences Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. Show More ##### ## Conversational Platform (4) Personalization Identifies the customer and personalizes interaction at every touchpoint. Omnichannel Allows multiple related channels to interact at once to reduce transfers. Contextual Engagement Prompts agents to engage customers based on contextual data, such as product usage or conversation history. Proactive Engagement Provides features for sending outbound messages to engage customers through proactive support. Show More ##### ## Support Automation (4) Intelligent Routing Can route contacts to agents the customer has worked with before. Seamless Escalation Provides features for escalating conversations to the appropriate agent. Transcripts Maintains a transcript of conversations from all channels. Self-Serve Support Enables customers to resolve queries or issues without the assistance of an agent. Show More ##### ## Customer Support (4) Text Is able to process inquiries submitted by text data from live chat, email, or SMS Speech Comprehends human speech and can transcribe it to text for processing Knowledge Base The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Show More ##### ## Automation (4) Ticket Resolution The platform is able to automatically determine how to resolve help tickets without assistance by human agents Customization The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence Intelligent Routing When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Show More ##### ## Artificial Intelligence (4) Learning The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses Language Multilingual capabilities allow the AI to process inquiries from many languages Conversational AI The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Generative AI (15) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Additional Functionality (141) Real-Time Analytics Analyze and gain insights into data in real-time Email Management Manage, store and organize emails within the system or via third-party apps API Application programming interface that allows for integration with other systems/databases Single Sign On Allow users to access multiple services after entering their login credentials once Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Third-Party Integrations Set up connections to third-party platforms to improve business processes Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Canned Responses Shortcuts for inputting frequently used messages Surveys & Feedback Gauge satisfaction and receive information for improvement and success Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Transfers/Routing Transfer queries and organize messages between agents Geotargeting Geographic location of visitors determines behavior of the software Interaction Tracking Track interaction history by documenting conversations for contacts CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Transcripts/Chat History View messages sent by both parties during the chat conversation Document Storage Store and organize documents in a centralized system Screen Sharing Digitally share screen view with others Contact Management Manage, organize, and store contact information Autoresponders Create and automatically send premade copy in response to customer messages Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Mobile Access Access software remotely via mobile devices AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Offline Form Form to collect visitor contact information when live chat isn't available Real-Time Monitoring Active monitoring of systems, applications, or networks Support Ticket Management Allow customers/users to submit support queries and service requests File Sharing Public or private sharing of digital files such as documents, audio/video, images, and more Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Chatbot AI-based platform which conducts a conversation via auditory or textual methods Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Autoresponders Create and automatically send premade copy in response to customer messages AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Gamification Games or game-like elements to track progress and reward accomplishments Conversation Intelligence Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Customizable Fields Customize data fields to support various needs and use cases Surveys & Feedback Gauge satisfaction and receive information for improvement and success Key Performance Indicators Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Voice Recognition Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking Live Chat Ability to chat online in real time Task Automation Automatically handle routine, repetitive tasks and processes without the need for manual intervention IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Language Detection Identify different languages Multiple Data Sources Allows users to manage data from a number of sources Predictive Analytics Predict future data based on historical data sets API Application programming interface that allows for integration with other systems/databases Alerts/Escalation System alerts about the need to escalate an issue or request Data Security Protect sensitive data for digital privacy Interaction Tracking Track interaction history by documenting conversations for contacts Prioritization Arrange tasks based on the level of priority or urgency Secure Data Storage Securely stores data to prevent data loss or breaches Macros/Templated Responses Templated responses for responding quickly to recurring support requests Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Single Sign On Allow users to access multiple services after entering their login credentials once Mobile App Access the system via a mobile application Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Access Controls/Permissions Define levels of authorization for access to specific files or systems Email Templates Pre-made examples and templates for emails Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Automated Responses Automatic reply functionality for incoming messages Data Import/Export Import and export data to and from software applications Personalization Adjust communications based on previous interactions or personal preferences Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Customer Surveys Tool to send questionnaires to customers to gauge feedback Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors Transcripts/Chat History View messages sent by both parties during the chat conversation Language Detection Identify different languages Pre-Configured Bot Existing bot models for AI-based tools commonly used for auditory and textual conversation methods Lead Capture Automatically identify and save contact information of potential customers Code-free Development Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language Natural Language Processing Process and analyze human language in text or audio form Multi-Language Manage and support multiple languages For Sales/Marketing Used as a promotional or demonstration tool in sales and marketing presentations Contextual Guidance Interprets what a user is doing based on context and helps guide them through the process. Automated Responses Automatic reply functionality for incoming messages Customer Support Provide online support for your customers through live chat or help desk functionality Chatbot AI-based platform which conducts a conversation via auditory or textual methods Intent Recognition Helps understand a user's intentions/actions Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Query Suggestions See options for potential search queries within the system Transfers/Routing Transfer queries and organize messages between agents AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Canned Responses Shortcuts for inputting frequently used messages AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Workflow Management Create, design and manage workflows for repetitive tasks Interaction Tracking Track interaction history by documenting conversations for contacts Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Single Sign On Allow users to access multiple services after entering their login credentials once Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Real-Time Analytics Analyze and gain insights into data in real-time Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Client Portal Private online space that lets businesses securely share documents and provide information access to clients Inventory Management Track and manage inventory levels to maintain proper supply Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Configurable Workflow Configure existing workflows to meet your organization's needs Customer History Access previous interactions or concerns to maintain customer relationships Surveys & Feedback Gauge satisfaction and receive information for improvement and success Support Ticket Management Allow customers/users to submit support queries and service requests Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Widgets An extended application or connector that enables users to perform additional services with their current set of tools Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Chatbot AI-based platform which conducts a conversation via auditory or textual methods Email Templates Pre-made examples and templates for emails Activity Tracking Track and document all activities across devices, networks, and other systems Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Real-Time Data Receive data and information in real time API Application programming interface that allows for integration with other systems/databases Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Website Integration Seamlessly integrates with 3rd party websites Help Desk Management Managing service requests, incidents, IT issues & support with a ticketing system Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Chat/Messaging Communicate using direct chat or messages within the system Live Chat Ability to chat online in real time AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Customizable Reports Alter the layout and content of reports Email Management Manage, store and organize emails within the system or via third-party apps Customizable Branding Add customized logos and colors to align with company branding Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Access Controls/Permissions Define levels of authorization for access to specific files or systems Customizable Forms Customize contracts and forms to collect specific information Customer Communication Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. 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