Concentrix Introduces New Customer Experience Platform

Concentrix has a long history with business services. Founded in its current form in 1991, the company can trace its roots back to 1973 to its insurance administration business solutions and services, which were acquired in 2013 by Concentrix from IBM (News - Alert). Multiple acquisitions have followed in the years since, and the company has strong call center connections: Concentrix’s parent company, SYNNEX Corporation, acquired teleservices giant Convergys (News - Alert) back in 2018.

In furtherance of the call center industry, Concentrix has announced a new product, its Concentrix Experience Platform (XP), a platform for next generation customer experience management. The goal of the platform, according to the company, is to digitally empower customers and agents alike, particularly in an era of increased teleworking.

Concentrix XP provides advanced cloud and artificial intelligence (AI)-based technologies for “digital first” self-service and contact centers. Key capabilities include omnichannel journey orchestration, business messaging, AI-based bots, virtual assistants, and cloud contact center capabilities powered by Amazon Connect. Amazon Connect is an easy-to-use omnichannel cloud contact center designed to help companies provide better customer service at a lower cost.

"The Concentrix XP platform represents the future of agile digital self-service providing organizations the flexibility to meet the needs of consumers expecting context rich self-service interactions," said Kathy Juve, EVP Customer Experience Technology and Insights with Concentrix in a statement. "We will continue to invest in building and collaborating with the best technologies in the market to enable our clients to move from legacy systems to nimble cloud-based solutions."

The new platform integrates with popular customer relationship management (CRM) and workforce management (WFM) systems as well as Concentrix’s own voice of the customer (VoC), analytics, and SecureCX biometrics workspace solutions. The solution is customizable, so organizations can pay for only the functionality and features they require, and is available globally as a managed service with pay-as-you-go pricing options.

Edited by Maurice Nagle