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

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.

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.

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.

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.

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

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

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.

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.

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