One operating system
for modern, customer-centric companies.
Six interlocking services — used alone, or woven together into a single, accountable program.
Customer Experience & Support
Omnichannel customer interaction services, engineered around real people.
Voice, chat, social, video and self-serve — orchestrated as one continuous experience across the entire customer lifecycle. We blend frontline craft with AI assist, journey design and tireless improvement.
Benefits
- 24/7 global coverage across 60+ languages
- Up to 31% reduction in average handle time with iX Copilot
- Continuous improvement loop tied to NPS, CSAT and CLV
- Industry-specific quality, compliance and regulatory tooling
Design
Customer-journey diagnostics, channel strategy and target operating model.
Build
Site selection, recruitment, training, technology stack, AI assistants.
Run
Daily operations with senior leadership, transparent dashboards and JBP cadence.
Typical outcomes
+18%
CSAT
-31%
AHT
+24%
First-Contact Resolution
Benefits
- Acquisition and conversion programs across paid, organic and partner channels
- Loyalty and lifecycle marketing tuned by behavior, intent and value
- Always-on social, community and creator engagement at scale
- First-party data strategy and consent-respecting personalization
Strategy
Audience, journey and channel design rooted in your data — not vanity benchmarks.
Build
Creative, content and martech stack stood up with senior practitioners.
Optimize
Continuous measurement, attribution and experiment cadence with shared KPIs.
Typical outcomes
+34%
conversion
+22%
retention
-26%
CAC payback
Benefits
- AI-assisted triage reduces traumatic exposure by up to 64%
- Clinical-grade wellbeing and supervision protocols
- Policy operations and intelligence functions, not just queues
- Sector-specific expertise across social, gaming and marketplaces
Set policy
Operationalize trust policy into reviewer guidelines and AI rules.
Operate
Tiered AI + human reviewer model with welfare-first scheduling.
Learn
Insights back to product and policy teams to reduce harm at source.
Typical outcomes
99.9%
policy SLAs
<200ms
AI triage
Industry-leading
welfare program
Benefits
- STP (straight-through-processing) rates above 80%
- RPA, IDP and AI extraction integrated end-to-end
- Industry-licensed and regulated talent pools
- Recovery and dispute services delivered with empathy and rigor
Map
Process discovery, defect analysis and automation candidate ranking.
Automate
Deploy RPA, IDP and AI extraction where they actually move the metric.
Run
Continuous SLA management and operational reviews with finance partnership.
Typical outcomes
80%
straight-through
+22%
recoveries
-37%
defects
AI & Analytics — Concentrix iX
Applied AI and insight, safely deployed at scale.
Concentrix iX is our AI platform for the contact center, knowledge, agents and analytics. We deploy it inside our operations and yours — with the governance, evaluation and human-in-the-loop controls senior leaders require.
Benefits
- Agentic AI for self-serve resolution and customer-initiated tasks
- Real-time agent copilot, summarization and translation
- Voice and conversation analytics with privacy-preserving redaction
- Independent red-team, evaluation and drift monitoring
Diagnose
Map the highest-value use cases against feasibility and risk.
Deploy
Reference architectures and prebuilt accelerators for fast time-to-value.
Govern
Continuous evaluation, controls and KPI guardrails baked into the platform.
Typical outcomes
68%
AI-resolved contacts
+96%
draft acceptance
12-week
deploys
Benefits
- Senior practitioners — not bench staff — embedded with your team
- Operating-model design and transformation roadmaps
- Customer, employee and operational research and design
- Joint accountability for outcomes, not deliverables
Plan
Strategy, roadmap and operating-model design with senior partners.
Build
Cross-functional pods designing, building and standing up the change.
Run
Hand back, co-run or run on your behalf — your choice, our commitment.
Typical outcomes
6-week
diagnostics
+38%
adoption
Time-to-deploy
-54%