CX Applications
Custom agent desktops, knowledge bases, customer portals, journey orchestration.
AiCX's CX Applications practice builds and operates custom CX software — agent desktops, knowledge bases, customer portals, journey orchestration platforms, and the application layer that sits on top of CCaaS, CRM, and back-end systems to deliver the experience your customers and agents actually need.
Off-the-shelf software gets you 70% of the way. The last 30% — the parts that actually differentiate the experience and drive operational efficiency — usually requires custom development. We deliver that layer with experienced product designers, full-stack engineers, and CX domain experts.
Common builds: unified agent desktops that consolidate 6+ tools into one workspace; AI-powered knowledge bases; customer self-service portals with deep back-end integration; journey orchestration that coordinates touchpoints across channels; and the operational tooling that supervisors and analysts actually need.
The difference is in how we run the program — not the deck.
Plenty of vendors can quote you a seat. Few can deliver an outcome. Here's what changes when AiCX runs your cx applications program.
Product + engineering, together
Designers and engineers who ship CX software, not just slides.
Unified agent desktops
Consolidate 6+ tools into one workspace; cut AHT 25–40% by eliminating swivel-chair.
AI-powered knowledge
Knowledge bases with semantic search, LLM Q&A, and content auto-generation.
Customer self-service portals
Deep back-end integration so customers can actually accomplish things, not just see them.
Journey orchestration
Cross-channel orchestration that coordinates touchpoints based on customer intent and lifecycle stage.
Modern stack
React, TypeScript, Node, Python, mobile native, plus the cloud-native infra to run it.
Everything you need on day one — built in.
A cx applications program from AiCX ships with the operational scaffolding most clients spend quarters trying to assemble in-house.
- Unified agent desktop development
- AI-powered knowledge base platforms
- Customer self-service portals (web and mobile)
- Journey orchestration platforms
- Supervisor and analyst tooling
- Custom CTI / screen-pop integration
- Real-time collaboration features (co-browse, screen-share)
- Mobile applications (native iOS/Android)
- Embedded analytics and dashboards
- Single sign-on and identity integration
- Accessibility (WCAG 2.1 AA+) by default
- Production support and continuous delivery
How teams put cx applications to work.
Unified agent desktop for a P&C carrier
Consolidated 8 systems into one desktop; cut AHT 31% and onboarding time from 8 weeks to 3 weeks.
Member self-service portal for a payer
Built mobile-first member portal with EOB, claims, and provider search; deflected 38% of inbound call volume.
AI-powered knowledge base
LLM-powered KB with semantic search and Q&A; cut KB search time by 67% and lifted FCR 9 points.
Common questions about CX Applications.
Don't see your question? Talk to our solutioning team — we'll walk you through pricing, footprint, and ramp options for your specific program.
Related services
AI Applications & Managed Services
LLM assistants, RAG pipelines, classification models — operated as a service.
API Integration Tools
Pre-built and custom integrations across CCaaS, CRM, ticketing, and telephony.
BOT Development
Conversational and task-automation bots with ongoing tuning.
Ready to deploy CX Applications?
Schedule a 30-minute working session with our solutioning team — bring your KPIs, leave with a delivery plan.