Procedureflow, a knowledge-management software provider, has partnered with Laivly which specializes in AI solutions for contact centers. Procedureflow is designed to turn text-heavy processes into easy-to-follow visual guides. The collaboration with Laivly’s AI capabilities is intended to help contact center teams improve the speed, accuracy and consistency of their CX and customer support, the company said.
Procedureflow’s platform is designed to help agents through complex processes while reducing errors and improving operational efficiency. Features like Power Shapes allow teams to embed automation directly into their processes to streamline workflows. Task automation enables employees to complete manual updates, trigger CRM actions and create tickets. In addition, built-in calculators are designed to instantly determine customer eligibility, payments or balances, while display tables sync data across systems to provide up-to-date information without the need to switch platforms, the company said.
“Partnering with Laivly allows us to offer agents additional tools and insights to better serve customers,” said Dan Keddy, VP of partner sales and channel management at Procedureflow. “Together, we can help contact centers operate more efficiently and elevate service quality across industries like retail, BFSI (banking, financial services and insurance), hospitality and health care.”
The integrated solution is intended to ensure contact center information is “accurate, accessible and actionable, which are critical factors for industries with strict compliance and regulatory requirements,” company officials said.
