ibex has introduced its latest offering, Wave iX, a comprehensive suite that combines AI-driven solutions with its customer experience (CX) platform. Wave iX is designed to elevate both customer interactions and employee experiences through the seamless integration of innovative AI-powered tools. The suite leverages generative AI to enhance human capabilities, insights, and actions across the entire CX value chain.
“Wave iX brings genuine digital transformation and advanced customer-facing self-service options to businesses of all sizes that address every stage of their journey. At ibex, we adopt a solutions-driven strategy to align with our clients and their customers at various points in their digital transformation journey, providing tailored AI-enhanced CX solutions that deliver transformative outcomes. Coupled with our acclaimed launch and implementation proficiency and business insights, Wave iX has the potential to redefine your CX and enhance the profitability of your customer and brand interactions,” said Eric Guarro, SVP of Digital Transformation at ibex.
This news comes on the heels of Ibex's collaboration with TPG, a customer experience analysis services platform, to incorporate Anna, TPG AI communications evaluation platform, into Ibex's Wave X platform.
Wave iX highlights
The Wave iX Customer Interactions Suite incorporates AI technology to enhance every interaction throughout the customer journey. Virtual agents and conversational AI are tailored to align with brand personas, providing channel-agnostic AI engagement and utilizing advanced natural language processing (NLP) for intelligent interactions.
Additionally, the Wave iX CX Insights Suite is designed as an end-to-end insights layer that captures real-time CX interaction data. Supported by a Business Intelligence team, this suite offers 100% interaction and data capture, real-time analysis, quality assurance, and actionable insights. It includes predictive, brand-tailored insights and a continuously learning knowledge base, along with automated sentiment analysis, intent detection, and Voice of the Customer features.
Moreover, the Wave iX Agent Performance Suite enhances agent productivity and workflows. It integrates across the agent experience, offering total agent performance management, hyper-personalized agent engagement, AI conversational assistance, coaching, and optimization. The suite also includes real-time language translation capabilities.
“Our mission at ibex is clear: to elevate customer experiences, drive performance excellence, and reduce the overall cost to serve. Wave iX delivers user-friendly, tailored solutions that empower companies to digitally transform their CX to do more with less while swiftly adapting to changing market trends. Wave iX is more than just an AI-powered platform—it’s a commitment to redefining customer experiences and setting new industry standards. As a forward-thinking organization, we are constantly assessing, training, and refining our models, and we will continue to push the boundaries to enhance our capabilities,” said Bob Dechant, CEO of ibex.
