Kapture CX is present in 5 markets with 5 products. Kapture CX has 65 reviews with an overall average rating of 4.7.
CRM Customer Engagement Center
Gartner defines the CRM Customer Engagement Center market as a cohesive set of software built around core case management tools, used to provide customer service and support by engaging with customers, while intelligently orchestrating the processes, data, systems, and resources of an organization. CEC applications offer workflow management capabilities and may be used as a system of record for customer interactions. The orchestration of customer service and support processes through a CEC application involves both assisted and self-service moments within customer journeys. It is built around case management records and processes. Workflow is an important CEC component, in terms of an organization being able to orchestrate the processing of customer engagements for the best outcomes in an effortless, effective and timely way. In addition to case, workflow, and knowledge management, personalization and enrichment of customer engagements are crucial.
Kapture CX has 1 product in CRM Customer Engagement Center market
Contact Center Infrastructure
The CCI market covers solutions that include the equipment, software and services that enable customer service organizations to manage multichannel customer interactions holistically (using self-service and assisted service) from a customer experience and an employee engagement perspective. Central to the definition of CCI is that the solutions are dedicated to supporting a single customer or tenant on each instance of the system, even if that customer or tenant supports multiple contact center operations on that dedicated instance. CCI solutions are used by customer service and telemarketing centers, employee service and support centers, help desk service centers, and other types of structured communications operations.
Kapture CX has 1 product in Contact Center Infrastructure market
Customer Success Management Platforms
Customer success management (CSM) platforms are SaaS solutions typically used by B2B organizations selling subscription-based solutions to guide life cycle interactions and provide visibility into account health. CSM platforms help customer success and account-facing teams to achieve customer retention and growth objectives. They provide the ability to define and execute playbooks, and automate customer outreach based on triggers or specific journey stages. Using data collected from customer success teams and ingested from other internal systems, these platforms can provide customer health alerts and can suggest or even automate next best actions.
Kapture CX has 1 product in Customer Success Management Platforms market
Field Service Management
Gartner defines FSM as software suites that support FSPs whose technicians typically travel to customer locations to provide installation, repair, inspection and maintenance services for equipment and systems (consumer, commercial or industrial). FSPs may also manage, maintain and monitor these assets under a predefined service or maintenance contract.
Kapture CX has 1 product in Field Service Management market
Sales Force Automation Platforms
Gartner defines sales force automation platforms as AI-augmented tools supporting automation and capture of sales activities, processes and administrative tasks, facilitating initiation, engagement and documentation of buyer-seller interactions through multiexperience and channel-agnostic approaches and devices. They leverage advanced analytics to support actionable insights, tracking and monitoring sales contact, pipeline and opportunity management; guided selling; and forecasting process execution. Optimal UX for sales managers or leadership extends beyond internal use cases, and is scalable to support buyer-seller intermediation and shared prospect/customer experiences. These platforms incorporate AI features beyond add-on products in predictive and prescriptive analytics, ML and NLP, enhancing processes and customer interactions. Sales force automation (SFA) is a foundational sales technology implemented to automate and augment an organization’s core sales processes. Leveraging AI and advanced analytics, it enhances the seller’s ability to engage with customers across various interaction touchpoints and devices. It not only streamlines administrative tasks, but also provides actionable insights for improved sales contact, pipeline and opportunity management.
Kapture CX has 1 product in Sales Force Automation Platforms market