Transform Your Contact Centers into Smart Engagement Hubs with Our AI-Powered Contact Center Solution
Leveraging Agentic AI, GenAI & advanced analytics to optimize operations, empower agents & drive seamless customer satisfaction.
The evolution of customer expectations and rising demands for tailored, responsive service demands contact centers across the Globe to react quickly. Modern enterprises need more than basic support; they require intelligent, AI-powered solutions that deliver quantifiable improvements throughout the support journey. Celebal Technologies’ Artificial Intelligence Customer Experience Management (AICXM) addresses these demands, optimizing customer experience journey with advanced analytics, multi-channel engagement, and modular AI innovation for driving long-term satisfaction, loyalty & success.
Key Challenges:
High Call Handling Times
Frustrated customers, increased operational costs, and agent burnout. Agents struggle to find information quickly, leading to prolonged interactions.
Poor First Contact Resolution
Dissatisfied customers, inaccurate information, increased churn, and higher support costs. Agents spend too much time looking for information while maintaining a low AHT leading to low First Contact Resolution and an increase in repeat calls.
No Insights on Customer Sentiment
Missed opportunities for ineffective communication & potential negative experiences. Agents are unable to gauge customer emotions accurately.
Manual Time-Consuming Quality Monitoring
Human intensive contact monitoring based on a limited sample size. Delayed agent feedback missed opportunities for improvement, and lost insights due to limited sampling.
What Do Customers and Enterprises Expect from Modern
Contact Centers?
Today’s customers seek
- • Quick, round-the-clock support via their preferred channels.
- • Personalized, contextual interactions that value loyalty.
- • Effortless self-service enabled by intuitive digital tools
Enterprises aim to
- • Reduce support costs and increase efficiency.
- • Enhance retention through improved satisfaction.
- • Ensure compliance and minimize customer churn.
What Sets AICXM Apart? Solution Features and Modular Capabilities
Celebal Technologies’ AICXM was curated for measurable results, aligning to the operational needs of today’s enterprise contact centers through several integrated modules:
Conversa8 (GenAI-powered Omnichannel Virtual Assistants)
Delivers multilingual self-service on phone, web, chat, and social media, with smooth live agent handover and complete transcription & omnichannel support.
Naviga8 (AI Agent Empowerment)
Real-time transcription, in-conversation sentiment alerts, next-best-action suggestions, compliance tracking, and automatic conversation summarization for enhancing agent performance.
Investiga8 (Post-Call Analytics, Insights & Quality Assurance)
Conducts 100% audit of contact touchpoints, identifies performance trends, provides agent scorecards, and enables multi-level KPI dashboards for QA and leadership.
Consolida8 (Customer 360 & Data Integration)
Unifies data from CRM, voice of customer, competitor insights, and usage analytics for a holistic view with custom dashboards.
Additional Highlights:
Multilingual and accent-aware support for global communication.
Next best offer/step recommendations.
Robust integration via API to major PBX, CRM, and voice technologies.
AI-powered knowledge search for instant agent access to data.
Retrieval-augmented generation (RAG) for text and image data.
Business Benefits:
Customer experience (CX)
6–8%
uplift
Cost to serve
10–15%
reduction
Conversion rate
6–8%
improvement
Customer churn
4–8%
reduction
Revenue generation (consolida8)
20–25%
uplift
Employee experience
15–20%
improvement
Self-service
60%
increase (conversa8)
Audit coverage (QA)
100%
with investiga8
CSAT (customer satisfaction)
15%
gain
Training time (naviga8)
45%
reduction
Call handle time
25%
reduction
Implementation Framework: AI-XELLERATE
Celebal Technologies’ structured methodology ensures fast and reliable deployment:
- • Plan: Engage stakeholders to define requirements and vision
- • Design: Create detailed solution blueprints
- • Develop: Build and integrate with enterprise systems and UIs
- • Deploy: Launch after thorough A/B and user acceptance testing
- • Enhance: Iterate continually to optimize performance
Why Choose Celebal Technologies and AICXM?
Over 20+ years of Customer Experience expertise.
Trusted partnerships with Microsoft, AWS, and Databricks.
Marketplace-listed on Microsoft and AWS.
Global presence in 13+ countries.
2,000+ AI-trained professionals.
Open to both time & material and fixed-price models.
Take the Next Step: Experience AICXM for Smarter Customer Engagement
See how AICXM by Celebal Technologies can optimize your contact center performance, improve CSAT,
and drive meaningful CX transformation.
