- Concentrix (CNXC, Financial) introduces iX Hero, an AI-driven application for enhanced customer experience.
- Significant improvements noted in pilot implementations: 250% revenue increase and reduced call times.
- The product is currently available in North America with plans for global expansion in 2025.
Concentrix Corporation (NASDAQ: CNXC) has announced the launch of iX Hero, an agentic AI-powered application, as part of its Intelligent Experience (IX) suite. This innovative solution is designed to optimize customer service delivery by providing rapid AI-assisted answers, automating transcription, and consolidating multiple applications into a single smart view. iX Hero integrates seamlessly with contact center platforms and CRMs to streamline workflows for customer service advisors.
Pilot implementations have demonstrated notable outcomes, including a significant 250% increase in monthly revenue for a consumer electronics company, achieved by boosting sales conversion rates from 2% to 7%. Additionally, another client experienced a 22% reduction in average call handling time, alongside an improvement in customer satisfaction (CSAT) from 72% to 81.8% within 3-4 months. These results underscore iX Hero’s capability to enhance operational efficiency and customer satisfaction.
Currently, iX Hero is available in North America, with plans to expand availability globally and introduce additional language support throughout 2025. Its integration capability with any existing contact center platform, CRM, or workflow system ensures a smooth adoption process, reducing implementation barriers and enhancing client adoption.
The introduction of iX Hero marks a significant stride in Concentrix's commitment to merging advanced technology with human ingenuity to transform customer experiences. This strategic approach is anticipated to deliver smarter, more efficient interactions, ultimately fostering increased customer loyalty and revenue for businesses using the platform.
