Customer experience operating system
Every customer experience. One connected system.
OCXCenter unifies automation, campaigns, agent work, cases, assistance, and knowledge—so customers can move from intent to resolution without losing context or control.
Service journey
Plan change and billing adjustment
Journey trace
- 1Intent understoodAutomation
- 2Policy citedKnowledge Base
- 3Action reviewedAgent Assist
- 4Follow-up ownedCase Management
Agent workspace
Customer verifiedCan you explain the charge after my plan changed?
The plan change and prorated adjustment are linked. A billing specialist can review the final invoice with all context attached.
2 approved sources attached
Next action
Review adjustment
Case
Linked · In progress
Understand
Act
Continue
One product family
Six products. One operating model.
Each product owns a clear part of the experience. Together, they share customer context, policies, work, knowledge, routing, and evidence.
Automation
Understand intent, answer with approved knowledge, complete actions, and hand off with context.
Campaigns
Plan and operate proactive engagement with audiences, policy, pacing, and outcomes connected.
Agent Desktop
Give service teams one workspace for conversations, customers, cases, guidance, and follow-up.
Case Management
Carry complex work beyond the conversation with ownership, tasks, service levels, and history.
Agent Assist
Surface one grounded next action while keeping every customer or system change in human control.
Knowledge Base
Publish one trusted evidence layer for agents and automation with permissions and citations intact.
01 · Automate service
Let customers finish the work—not just start a conversation.
Automation and Knowledge Base work together to understand the request, retrieve approved evidence, collect structured information, complete governed actions, and bring in a person with the journey intact.
- Ground every answer in authorized, versioned knowledge.
- Keep actions typed, permissioned, and reviewable.
- Transfer intent, evidence, and completed steps to the agent.
Automation journey
Execution
- 1UnderstandDelivery support
- 2RetrieveReturns policy · v12
- 3ActReplacement approved
- 4HandoffNot required
My delivery arrived damaged. What can I do?
Damaged delivery policy · article version 12
02 · Empower service teams
Give people the whole customer journey in one place.
Agent Desktop brings live work, customer context, Agent Assist, Knowledge Base, and Case Management together so the person serving the customer never has to rebuild what the system already knows.
- Prioritize voice and digital work with customer and queue context.
- Present grounded guidance without auto-sending or hiding decisions.
- Turn unresolved conversations into accountable cases and follow-up.
Agent workspace
Morgan Lee
Verified customer · Priority account
I need the charge reviewed before the next invoice.
Agent Assist · Now
Review the prorated adjustment and confirm the effective date.
Grounded in 2 approved sources · Agent confirmation required
Linked case
Invoice adjustment
Owner · Billing team
Knowledge
Plan changes · v5
Authorized for this queue
03 · Engage proactively
Reach customers with the same context and control used to serve them.
Campaign Management connects audiences, outreach policy, channel identity, pacing, routing, automation, callbacks, and outcomes to the same customer-experience operating model.
- Pin validated audiences and policy to every campaign run.
- Coordinate agent-assisted and automated engagement through shared routing and flows.
- Retain attempt, callback, suppression, and outcome evidence.
Campaign operations
Audience
Renewal cohort
Version pinned
Policy
Calling window
Ready to test
Mode
Progressive
Agent assisted
Six-product golden journey
One customer issue. Six products. No reset.
Follow one plan-renewal exception from proactive engagement through accepted resolution. Each product owns a distinct decision while the context and evidence move with the customer.
- 01Campaigns
Start approved renewal outreach
A pinned audience, consent policy, channel identity, and schedule authorize contact.
Evidence · Audience + policy revision ↗
- 02Automation
Understand the requested plan change
The journey verifies identity, captures the requested change, and prepares the action.
Evidence · Intent + verified inputs ↗
- 03Knowledge Base
Ground the answer in approved policy
Authorized retrieval returns the current plan and proration policy with citations.
Evidence · Published source citations ↗
- 04Agent Desktop
Bring in a billing specialist
The offer arrives with the customer, conversation, verified inputs, policy, and pending action.
Evidence · Assignment + context snapshot ↗
- 05Agent Assist
Review the safest next action
Assist presents the approved adjustment path and draft response for agent confirmation.
Evidence · Sources + human decision ↗
- 06Case Management
Own the correction through completion
A case tracks the invoice correction, service milestone, communication, and acceptance.
Evidence · SLA + accepted outcome ↗
Shared context
Identity, intent, policy, conversation, case, and outcome
Clear ownership
Every stage has one product authority and accountable operator
Continuous evidence
Versions, decisions, actions, handoffs, and completion remain traceable
Enterprise by design
A platform your teams can evaluate together.
Bring service operations, technology, security, risk, and procurement into one review with explicit ownership and integration boundaries.
Architecture
Define system authority, data paths, deployment boundaries, and failure behavior before integration.
Security
Keep identity, tenant isolation, permissions, provider access, and sensitive data controls close to the work.
Evidence
Review product behavior, provider requirements, release gates, and operational evidence without inflated claims.
See it in your operating model