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CXi Pulse

The Operational Intelligence Layer That Brings
Visibility, Insights, and Action Together.

The Operational Intelligence Layer That Brings Visibility, Insights, and Action Together.

From service levels and workforce performance to customer conversations and operational risks,
CXi Pulse transforms live operational data into intelligent action.

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The Four Pillars of
Operational Intelligence

Everything you need to launch smarter campaigns, run better operations, improve quality, and understand every customer.

Campaign
Intelligence
  • Build campaigns using natural-language commands.
  • Monitor & optimize campaigns by adjusting agents, calling windows, and scripts.
  • Turn every campaign into intelligence for smarter, more effective campaigns

Live Operational Intelligence
  • Monitor operational metrics & customer interactions from one workspace.
  • Spot red flags, anomalies & optimization opportunities before they impact CX
  • Give teams a shared view with quick context & insights to act faster and stay aligned.

Automated Quality Audits
  • Audit 100% of conversations with real-time resolution validation.
  • Surface coaching opportunities, compliance risks & performance trends.
  • Deliver conversation-level coaching to improve agent performance and consistency.

Voice of Customer Intelligence
  • Analyze sentiment & customer feedback across every conversation in real time.
  • Detect recurring issues, journey bottlenecks, and emerging service gaps.
  • Use actionable insights to improve processes, campaigns & journeys.
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From Operational Signals to
Intelligent Action, Across Every Team

Every interaction becomes a signal. Every signal reaches the right team,
with complete operational view and contextual insights, in real time.

Capture

Every signal,
from every channel

Voice, chat, WhatsApp, workforce activity, and quality signals captured live, as it happens.

Connect

One complete
operational view

Unifies interactions, performance, service levels, and quality insights into a single operational layer — no fragmented reporting.

Understand

AI uncovers
what matters most

Detects patterns, anomalies, and sentiment — surfacing risk before it reaches the customer.

Act

Intelligence delivered
where decisions happen

Operational alerts, live recommendations, and coaching insights delivered to the right teams for faster, context-driven decisions.

Turning signals
into intelligent actions

Built for Every Operations Team

Managers, supervisors, workforce planners, quality teams, and administrators — each gets exactly what they need to act on.

Role
What They Get
What Changes

Contact Center Managers

Live operational intelligence with AI-powered root-cause analysis

Resolve issues before they impact service levels

Supervisors

Real-time alerts and performance insights

Coach agents in the moment and improve team performance

Workforce Managers

Live visibility into staffing, skills, occupancy, and adherence

Optimize workforce allocation and consistently meet SLAs

Quality Teams

AI-powered evaluation of every customer interaction

Achieve 100% quality coverage and accelerate continuous improvement

Administrators

Reports generated through natural language commands, not manual report requests

Create new operational views instantly without IT dependency

When Operations Get Smarter,
Business KPI Improves.

See how operational intelligence translates into measurable business impact.

NBFC

Unified operational insights enabled supervisors to monitor performance, optimize call handling, and drive faster resolutions.

90%​

First call resolution

70%

Customer queries automated
E-Commerce

Dedicated routing and intelligent self-service automate repeat interactions, reducing effort for both customers and agents.

5X

Improvement in first call resolution

25%

Reduction in operational costs
Capital Markets

Streamlined, insight-led engine with campaign automation, intelligent prioritization, and agent enablement

2.5X

More customer conversations

75%

Reduction in after-call work
Broking

Maintained high uptime during peak loads with intelligent IVR, callbacks, and supervision, ensuring seamless operations.

80%

First contact resolution

60%

Improvement in CSAT
Insurance

Intent-based routing and self-service automation simplified claims and renewals, delivering faster, frictionless customer experiences.

90%

Customer satisfaction (CSAT)

50%

Faster resolutions
Real Estate

Intelligent lead routing and automated follow-ups accelerated engagement and improved lead conversion across locations.

3.5X

More property inquiries

70%

First-time resolution
Education

Automate call tracking, monitor counsellor performance, and deliver personalized student support.

40%

Improvement in counsellor efficiency

25%

Increase in business opportunities

Run Smarter Operations. Deliver Better Experiences.

Unify conversations, campaigns, quality, workforce performance, and AI into one operational intelligence layer built for enterprise CX.

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