Sold by: Concentrix
Concentrix: Elevating Experiences with Human-Centered, Tech-Powered Solutions Concentrix, a global leader in technology and services, delivers innovative, human-centered, tech-powered solutions. With advanced plug-and-play systems, it ensures personalized experiences and measurable business value. Its suite of offerings optimizes all aspects of business - operations, processes, agent performance, product development and customer engagement. iX Hero removes blind spots in advisor performance by analyzing 100% of voice, chat, and email interactions — delivering AI-driven analytics, LLM-powered QA, sentiment analysis, and selective SPI/PII/PCI redaction without the need for fragmented quality tools. Data access required: interaction recordings and metadata. Channels: voice, chat/messaging, email. Implementation: 6–8 weeks. Languages: English, French, Spanish (LATAM), Swedish.
Overview
Concentrix: Elevating Experiences with Human-Centered, Tech-Powered Solutions
Concentrix, as a global technology and services Leader, is dedicated to designing innovative solutions that are human-centered, tech-powered and intelligence-fueled solutions. We recognize that an experience centre demands advanced plug-and-play solutions to drive personalized journeys and deliver tangible business value. Our comprehensive suite of solutions is designed to enhance touchpoints of your operations from business processes, agent performance to product offering and customer experiences. iX Hero removes blind spots in advisor performance by analyzing 100% of voice, chat, and email interactions — delivering AI-driven analytics, LLM-powered QA, sentiment analysis, and selective SPI/PII/PCI redaction without the need for fragmented quality tools. Features include AI-driven call content analysis, customizable analytics, AI-assisted QA (AutoQA), selective redaction for SPI/PII/PCI data, and usage reporting. Channels: voice, chat/messaging, email. AWS Services: • Amazon S3 • Amazon ECR • Amazon Bedrock. Data access required: interaction recordings and metadata. Implementation: 6–8 weeks. Languages: English, French, Spanish (LATAM), Swedish.
Highlights
- iX Hero Insights eliminates performance blind spots by analyzing 100% of voice, chat, and email interactions — delivering AI-driven call content analysis, LLM-powered QA, sentiment trends, and customizable analytics across every advisor and every customer touchpoint.
- iX Hero Insights removes manual QA burden with AI-assisted AutoQA and selective redaction of SPI, PII, and PCI data — giving quality teams objective, automated scoring and compliance-safe interaction records without disrupting existing workflows.
- iX Hero Insights transforms raw interaction data into actionable workforce intelligence — with LLM-powered trend analysis, usage reporting, and advisor performance dashboards across voice, chat/messaging, and email, supported by Amazon S3, Amazon ECR, and Amazon Bedrock.
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Email support available at ixhero@concentrix.com