Mosaicx

Conversational AI Today

3 min read

Customer Journey Orchestration: What It Is and How to Do It

The customer journey is expansive. It involves every touchpoint (or interaction) a customer has with an organization, its products, and services.

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A utility worker checks her phone as she deals with a utility service disruption.

3 min read

Deliver Consistent Customer Experience Despite Utility Service Disruption

Customer experience and satisfaction are critical measures of success for utility providers. However, unpredictable service disruptions challenge...

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Photo of a business woman reviewing analytics and data related to customer experience management so she can determine the next best action for her customers

4 min read

Customer Experience Management: How to Determine the Next Best Action

Customers value their relationships with the brands they trust. If their experience is anything short of stellar, the company could lose that...

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Photo of a woman looking at a computer screen, most likely using some sort of virtual agent software.

4 min read

Tips for Selecting Virtual Agent Software and IVA Providers

The market is hot with new, “intelligent” technologies that promise to improve the customer experience. With so many options, it is necessary to take...

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Photo of a contact center agent smiling while using a cloud-based contact center solution

4 min read

Benefits of a Cloud-based Contact Center

A traditional, on-premise contact center is quickly becoming a thing of the past. They need a lot of maintenance, require hard-to-find replacement...

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This is a photo of a young woman smiling at her phone while working at her home office, definitely using an IVA to communicate with a virtual contact center.

6 min read

Glimpse into IVAs: The Technologies that Power Virtual Contact Centers

The evolution of digital transformation in the customer experience has made way for remote contact center expansion. Changes in customer demands and...

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Photo showing two women discussing business in an office.

5 min read

The Value of Voice in Customer Experience

When it comes to customer interactions, voice matters. Customers like to feel that their requests are understood when they contact customer support....

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Photo showing a man and woman laying on the floor, using a laptop.

4 min read

Omnichannel vs. Multichannel: Are They the Same Customer Experience?

Customers want to connect with brands across multiple channels on their preferred platforms. These shifting expectations have paved the way for two...

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Photo of an internet service subscriber sitting on a couch, wearing headphones, and using a laptop, enjoying his subscriber experience.

4 min read

How to Enhance the Subscriber Experience with Virtual Agents

Utility and communication service provider companies can sometimes struggle with historical stigmas of poor customer service or customer...

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Photo showing a young boy smiling while a healthcare worker provides patient care, checking his heartbeat.

3 min read

AI in Healthcare Contact Centers: Patient Care from Virtual Agents

Expectations for individual patient care have increased. Patients want to feel seen and heard by their providers. They also want to trust that those...

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