• by Ray Schultz , April 7, 2023

Customer engagement Emplifi has added several features to its unified customer engagement platform.

The spring 2023 release is designed to give brands “the tools to operate efficiently and optimize revenue, while also engaging with their audience and improving customer retention,” says Todd McCaslin, chief technology officer of Emplifi. 

McCaslin adds that the firm’s Platform Intelligence Engine architecture combines “foundational AI, automation, rule-based decisions, routing, and analytics across all our solution areas in marketing, commerce and care.”  

Among the social marketing tools that have been recently added or enhanced are:

• Emplifi UGC — Fueled by Emplifi’s acquisition of Pixlee TurnTo, this tool provides marketing teams with user-generated content creation, management, and publishing tools within the Social Marketing Cloud user interface.  
• Emplifi Care now supports bidirectional integration with Salesforce CRM. 

Emplifi Unified Analytics helps brands unify paid, earned and owned social media while also offering competitive analysis and voice of customer tools. 

In the commerce area, Emplify provides these solutions: 

• Emplifi Ratings and Reviews supports sellers’ rating widget and the redesign of review moderation. 
• Emplifi Live Advisor reflects enhance chat, call, and video support online and across social media channels. 

Emplify has also developed these improvements in the service and care area: 

• Emplifi Voice of Customer tools now come pre-designed survey templates to assist businesses in collecting feedback on “web interaction, UI/UX, product, or customer service across channels,” the company says.  
• Emplifi Bot’s has improved its intent capabilities to make the chatbot think smarter, faster and more human-like.
• Emplifi Ratings and Reviews supports sellers’ rating widget and the redesign of review moderation. 
• Emplifi Live Advisor comes with improved chat, call, and video support online and across social media channels.