Augment CXM

Augment CXM is an AI-powered Customer Experience Management (CXM) platform designed to enhance customer service efficiency and overall customer experience. This software analyzes customer interactions across various channels, providing real-time insights and actionable guidance to improve key performance indicators in contact centers.

Key features:
- Real-time Monitoring: Tracks digital and voice communications to provide instant analysis of customer interactions.
- AI-powered Business Intelligence: Delivers data-driven insights for contact center operations and decision-making.
- Conversation Analysis: Automatically breaks down customer conversations into intents, products, and outcomes for deeper understanding.
- Anomaly Detection: Identifies unexpected spikes in customer inquiries to alert teams of potential issues.
- Automated Reporting: Generates reports and Voice of Customer (VoC) analytics to track performance and customer sentiment.
- Agent Performance Tracking: Monitors agent performance and provides coaching recommendations for improvement.
- Issue Prioritization: Highlights high-impact issues for organizational improvement and resource allocation.
- Platform Integration: Connects with various customer service platforms to enhance existing systems.

How it works:
1. Connect Augment CXM to existing communication channels (voice, chat, email, etc.)
2. AI analyzes incoming customer interactions in real-time
3. Platform breaks down conversations into customer intents, products discussed, and outcomes
4. Users receive alerts for anomalies or spikes in specific types of inquiries
5. System provides actionable insights and recommendations for improving KPIs
6. Managers use the platform to identify areas for agent coaching and performance improvement
7. Teams prioritize and address the most impactful issues affecting customer experience

Integrations:
Augment CXM integrates with various customer service platforms, offering quick integration capabilities.

Use of AI:
Augment CXM utilizes generative AI and machine learning to analyze customer interactions and provide insights. The platform employs a deep learning engine to power its AI-based agent assist technology, analyzing hundreds of millions of customer interactions to generate actionable intelligence.

Target users:
- Contact center managers and supervisors
- Customer experience professionals
- Large enterprises and Fortune 1000 companies

Applicable industries:
- Retail
- Technology
- Telecommunications
- Appliance manufacturers
- Any industry with large-scale customer service operations

How to access:
Augment CXM is primarily available as a web-based application, accessible through a browser interface.

Ownership:
Augment CXM is owned by Sutherland, following its acquisition of Augment Solutions, Inc.