Mosaicx
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
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Reviews
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- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Outstanding AI-driven communication solution
Reviewed on 2025/02/25
Highly efficient and enhances customer interactions
Highly efficient and enhances customer interactions
Pros
Powerful AI automation with excellent accuracy.
Cons
Initial setup takes some time to configure.
- Industry: Marketing & Advertising
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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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.
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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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.
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
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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.
- Industry: Utilities
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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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.Q. What type of pricing plans does Mosaicx offer?
Mosaicx offers the following pricing plans:
- Free Trial: Not Available
Contact us for a free demo!
Q. Who are the typical users of Mosaicx?
Mosaicx has the following typical customers:
201–500, 501–1,000, 1,001–5,000
Q. What languages does Mosaicx support?
Mosaicx supports the following languages:
English, French, Spanish
Q. Does Mosaicx support mobile devices?
Mosaicx supports the following devices:
Q. What other apps does Mosaicx integrate with?
We do not have any information about what integrations Mosaicx has
Q. What level of support does Mosaicx offer?
Mosaicx offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Mosaicx.
Natural Language Processing (NLP) Software
