S
ince 2008, global services provider Grazitti
Interactive has been helping businesses
build digital engines to better engage with
their customers and prospects via its consulting,
implementation and cloud innovation services,
along with products including SearchUnify. The
enterprise search solution was first launched to
help organisations unify their siloed information
and make it searchable but has since evolved into
a platform that automates the complete support
cycle, from self-service and agent support to
knowledge management.
Alok Ramsisaria, CEO of Grazitti Interactive,
says that SearchUnify is designed to help businesses deliver highly personalised and proactive
customer service experiences at scale.
“Leveraging powerful out-of-the-box native
connectors, the solution unifies enterprise data
scattered across disparate content sources and
indexes it,” he says. “Its machine learning algorithms analyse every user search query along
with signals and patterns from the user profile, journey, purchase history, and other users’
behaviour to understand the query in context.
Using these insights and learning from historical
usage analytics data, it automatically surfaces the
most relevant and hyper-personalised results on
the top, which leads to customer self-service success and agent efficiency. Its suite of AI-powered
applications equip businesses with tools to
future-proof their customer service ecosystem
and deliver proactive and personalised service.”
Several of Grazitti’s solutions and products,
including SearchUnify, Sinergify and Cartiveo,
leverage the power and capabilities of artificial
intelligence (AI) technology and Microsoft365.
The company views these as vital in the future of
business operations and is aiming to help drive
their adoption among customers.
“Grazitti firmly believes that new technology trends are accelerating innovation,” says
Alok. “AI and the cloud get a lot of attention
and are the key to achieving digital transformation. However, only a few enterprises have just
scratched the surface of what is possible and
“Grazitti has been a leading
player in building accessible,
low-code, and cloud-based
services and products”
have gained significant business benefits. We’ve
been working closely with enterprises’ support,
success and knowledge teams, and are investing
heavily in applications that tap into the potential
of real AI and cloud technology to power proactive support and personalised experiences across
an enterprise.”
Alok believes that Grazitti’s products and
Services can play an important role in helping
organisations to deliver value as they make the
transition to digital operations.
“A digital transformation demands a fundamental change in every area of the business,”
he says. “Grazitti has been a leading player in
building accessible, low-code, and cloud-based
services and products and services that help
businesses scale at a sustainable pace. We believe
that the goal isn’t just to become digital but also
to generate value for the business. Our suite of
products is built to help both the world’s leading
organisations and nimble start-ups to increase
customer value, enhance efficiency, and navigate
steadily through the new market reality.
Grazitti’s partnership with Microsoft has been
particularly valuable in helping it to address
the needs of the many customers who make
use of Microsoft technologies. It offers technical advice and support for Microsoft products including Dynamics, Power Automate,
SharePoint and Azure.
“We pride ourselves in being a Microsoft Gold
Partner, because this has enabled us to build
and deliver custom Microsoft business solutions to solve unique challenges of businesses
that have invested heavily in Microsoft products,” says Alok.
As the company looks towards the future, it
is concentrating on investing in its products
and services to add value for its customers as
they adapt to the new realities of working after
the pandemic.
“Our relentless focus has always been on driving successful future innovation and technology
adoption and it isn’t going to change anytime
soon,” says Alok. “We know the business landscape has altered drastically and thus, we continue to prioritise driving technology adoption
and investing in building digital solutions that
add long-term value and substance to an organisation. In essence, we are fostering a deep focus
on purpose, value creation and impact, and we
plan to achieve this by offering customer
Forrester names
SearchUnify a
‘strong performer’
Grazitti Interactive’s SearchUnify Enterprise Agentic Platform was named a ‘strong
performer’ in Forrester Research’s report
The Forrester Wave: Cognitive Search Q3 2021.
SearchUnify earned the highest possible score
in four total criteria in the report: analytics,
applications, search and usability.
“The potential of AI starts where the scope
of automation ends,” said Vishal Sharma, CTO
of SearchUnify.
