InGenius | Workflos AppStore

InGenius

4.4

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InGenius offers computer telephony integration (CTI) technology that connects your CRM and business phone system to increase agent productivity and reduce case resolution times. It supports unique and complex contact center workflows and provides valuable caller information to agents in real-time. InGenius also offers robust reporting and customizable CRM dashboards to monitor service quality and optimize resource availability. It has been shown to increase Net Promoter Score by up to 50%.

Website

https://uplandsoftware.com/

Developer

Upland Software

HQ Location

Austin, TX

Year Founded

2010

Number of Employees

1,016

Twitter

@UplandSoftware

Strengths

Integrates with leading CRMs

InGenius seamlessly integrates with Salesforce, Microsoft Dynamics, and other leading CRMs.
Customizable call flows

InGenius allows for customizable call flows to fit the unique needs of each business.
Real-time data syncing

InGenius syncs data in real-time, ensuring accurate and up-to-date information for agents.

Weaknesses

Limited language support

InGenius only supports English and French, limiting its use for businesses with multilingual customers.
Requires additional hardware

InGenius requires additional hardware, such as a CTI adapter, which can add to the overall cost.
Steep learning curve

InGenius can be difficult to learn and use, requiring extensive training for agents.

Opportunities

InGenius could expand its language support to attract more businesses with multilingual customers.
InGenius could partner with more CRMs to expand its reach and appeal to a wider audience.
InGenius could offer more integrations with other software and tools to provide a more comprehensive solution.

Threats

InGenius faces competition from other CTI providers, such as Five9 and Genesys, which offer similar solutions.
InGenius could be negatively impacted by an economic downturn, as businesses may cut back on spending for non-essential software.
InGenius could be impacted by changes in the CRM market, such as the emergence of new players or shifts in customer preferences.

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https://uplandsoftware.com/

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