Mosaicx, a pioneer in customer experience, announced the launch of the next era of its Engage product. The company will demo the next-generation AI-native platform at Customer Contact Week (CCW) in Las Vegas from June 9-12. Building on 30 years of CX experience, Mosaicx, part of WestCX, within the West Technology Group portfolio, brings to market a transformational leap in customer engagement, delivering intelligent, adaptive, and seamless experiences for enterprise organizations.
Engage enables natural, personalized self-service conversations across every channel Mosaicx supports, including voice, SMS, email, and web chat. Mosaicx embedded intelligence at every layer of the AI-native platform, proactively anticipating and resolving customer needs by unifying data and context. Unlike legacy solutions being retrofitted with AI, Engage replaces rigid, intent-based workflows with seamless, adaptive interactions.
“Engage reflects our deep experience delivering enterprise customer engagement solutions over the past 30 years,” said Sam Meckey, president of WestCX. “We built this platform from the ground up to combine the power of LLMs and agentic AI with the insights we’ve gained from years of deployments, allowing businesses to achieve high ROI from their CX investments.”
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The platform enables enterprises to achieve faster time to value, reduce operational costs through intelligent containment, and increase customer satisfaction by delivering more human, empathetic interactions. Through rapid, configurable automation of high-impact interactions, Engage also improves agent productivity and lowers total cost of ownership.
“Engage goes beyond static automation, creating personalized customer experiences and reducing friction in the support journey,” said Alpa Shah, Global Vice President – CX Practice at Frost & Sullivan. “The deep integration of generative AI and intelligent automation throughout the platform reinforces Mosaicx as a true innovator in AI-powered enterprise customer engagement.”
SOURCE: GlobeNewswire