About Mosaicx

Mosaicx improves CX with multi-channel conversational AI for Mid-Market and Enterprise.

The Intelligent Virtual Agents (IVA) comprise a VoIP gateway, a speech engine and an app framework. The speech engine utilizes Google Dialogflow's renowned natural-language-understanding models. The app framework is a collection of industry-specific service modules, making Mosaicx easy to configure for audiences.

Mosaicx Outreach lets users schedule and automate branded SMS and MMS messages to their audience. Use cases include link sharing, marketing messages, prescription refill reminders, verification codes, location sharing, and more. Users can use proactive text messaging to resolve issues before customers call. Outreach and IVA can operate concurrently, allowing customers to communicate with their automated system via phone and text simultaneously.

Mosaicx Insights provides near real-time data on how well the system functions and the type of experience the users are creating. Users can see data like how many calls were received, how long customers talked to the IVA, what percentage of the call time was spent in the IVA, and how many texts were successfully delivered, among others. This console is also the place to manage and change the solution, giving users a single source for everything related to Mosaicx.

Lastly, Avoke is a customer journey analysis tool that records calls and shows data from dial to hang up. This includes time spent with the IVA, time on hold, time with an agent, transfers and post-call surveys. This lets users see where customer experience is the best and where their service falls short. It's the only end-to-end recording and analytics tool of its kind.


Key benefits of Mosaicx

- Reduce customer service costs by reducing time agents spend on calls
- Eliminate wait time by answering every call right away
- Focus resources by allowing agents to take only the most complex calls
- Generate revenue with text message campaigns
- Improve employee satisfaction with automated HR use cases
- See visual representations of customer and employee experience data


Images

Mosaicx Software - A screenshot showing the Operations tab in Mosaicx Insights. The Insights console tracks the number and quality of calls, texts and conversations, providing insight into how well you're communicating with customers.
Mosaicx Software - A screenshot showing the Application Performance tab in Mosaicx Insights. The Insights console provides real-time data, revealing how your conversational AI application is performing and what kind of experience it creates for customers.
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Mosaicx video
Mosaicx Software - A screenshot showing the Operations tab in Mosaicx Insights. The Insights console tracks the number and quality of calls, texts and conversations, providing insight into how well you're communicating with customers.
Mosaicx Software - A screenshot showing the Application Performance tab in Mosaicx Insights. The Insights console provides real-time data, revealing how your conversational AI application is performing and what kind of experience it creates for customers.

Not sure about Mosaicx? Compare with a popular alternative

Mosaicx

3,8 (4)
VS.
Highly reviewed

Starting Price

No pricing found
US$1 700,00
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

128
83

Integrations

No integrations found
21

Ease of Use

3,8 (4)
4,1 (825)

Value for Money

3,5 (4)
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Customer Service

4,0 (4)
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Reviews

Overall rating

3,8 /5
(4)
Value for Money
3,5/5
Features
3,5/5
Ease of Use
3,8/5
Customer Support
4/5

Already have Mosaicx?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 4 reviews of 4
Ronfrancis
Overall rating
  • Industry: Telecommunications
  • Company size: 1 001–5 000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Mosaicx Review

Reviewed on 2023/06/14

Our end clients may not quite notice but the setup time is a lot faster compared to how it was...

Our end clients may not quite notice but the setup time is a lot faster compared to how it was before.

Pros

Its the ease of use compared to the old workflows that we have, phone lines which took longer to setup before can be just a few clicks away.

Cons

Probably user experience? you'd really have to navigate throughout the platform before you can truly understand it, but it'll take some time for us to fully understand the platform.

Denise
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Move to Mosaicx

Reviewed on 2023/06/15

Pros

We moved from a legacy IVR application to Mosaicx, one of the benefits is use of Conversational AI to dynamically modify content and the use of Natural Language for an improved customer experience.

Cons

No issues with the transition to Mosaicx. There are so many new features and functionality available, it's a work in process to fully upgrade old applications to optimize all the options available on Mosaicx.

Angela
Overall rating
  • Industry: Consumer Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Mosaic Review

Reviewed on 2023/06/14

Pros

We really have not taken advantage of many of the features offered in Mosaicx.

Cons

There isn't enough feedback on opportunities for change in the IVR and/or data on the voice of the customer.

Stephanie
Overall rating
  • Industry: Utilities
  • Company size: 1 001–5 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Mosaicx IVR Review

Reviewed on 2022/11/01

Mosaicx is our hosted IVR platform. This platform handles all inbound calls from our utility...

Mosaicx is our hosted IVR platform. This platform handles all inbound calls from our utility customers and offers critical self-service options like electric outage reporting, bill payment, and bill due date extensions.

Pros

We have been implemented with the product for about 3 months. We are looking forward to ease of making changes to call flows/menus. We also appreciate the attention to issues we have encountered with interdigit recognition, etc.

Cons

Since our implementation in July 2022, our only concern has been the interdigit recognition, throughput and recognition rates.

Response from West

Thank you for leaving a review, Stephanie. Our customer support team appreciates your 5-star rating of them! We're happy you've experienced benefits in only three months. We look forward to your continued success, and we appreciate your feedback.

If you need anything at all, please don't hesitate to reach out to our team.

To your success,
Brittany, Mosaicx

Mosaicx FAQs

Below are some frequently asked questions for Mosaicx.

Mosaicx offers the following pricing plans:

  • Free Trial: Not Available

Contact us for a free demo!

Mosaicx has the following typical customers:

201–500, 501–1 000, 1 001–5 000

Mosaicx supports the following languages:

English, French, Spanish

Mosaicx supports the following devices:

We do not have any information about what integrations Mosaicx has

Mosaicx offers the following support options:

Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat

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