One platform for every customer moment
cxOptima unifies queue management, omnichannel engagement, AI self-service, case and relationship management, and analytics behind a single login — branch, digital and voice, deployable in your own cloud.
The problem
Your customer experience shouldn’t live in six different tools
Most institutions stitch together a chatbot, a live-chat tool, a helpdesk, a survey app, a queue system and a BI dashboard. Staff juggle logins; customers feel the seams.
Fragmented tools
Every channel is a separate product with its own login, look and data silo.
No single view
Agents can’t see the whole customer — branch visits, chats, calls, cases and surveys live apart.
Nothing measured end to end
Branch queues, digital requests and service levels are tracked in disconnected systems, so no one owns the whole journey.
Enterprise modules
Every customer channel, one platform
Thirteen modules across the branch, engagement, service, the customer spine and the platform itself. Activate only what each branch needs — they share one login, one design system and one admin console.
Branch
Everything on the branch floor — from ticket to teller to display board.
Engage
Every conversation, on every channel, including voice.
Service
Requests tracked to resolution, with policies and orchestration behind them.
Customer
The customer spine every interaction hangs off — and the relationships around it.
Insight & Platform
What leadership measures, and the console that governs the whole institution.
One product, one login
One customer record at the centre of everything
Queue tickets, conversations, calls, cases, portfolios and surveys all hang off the same customer spine. The engines behind them — AI self-service, omnichannel engagement, workflow orchestration and analytics — are embedded and re-skinned, so your customers and staff only ever see cxOptima.
Branch experience
A complete branch queue system — kiosk to display board
Issue tickets at a touch kiosk, serve them from a keyboard-driven teller screen, and call them to a full-screen display board with vocal announcements. Built to keep serving customers even when the network drops.
- Touch kiosk ticketing with priority and special-needs lanes
- Teller screen: call, complete, recall, transfer — fully keyboard operable
- Display board with vocal announcements, readable across the floor
- Offline-resilient, with an enforced day start for every branch
Digital engagement
One agent desktop for every conversation — including the call
Messaging apps, email and web chat in a single pane, with a softphone built in and a 360° view of the customer beside every interaction. Click a number on the record and the call is logged against that customer.
- Omnichannel inbox with concurrent interactions per agent
- In-browser softphone with click-to-call
- 360° customer view with history, cases and satisfaction
- Inline translation, so language is never the barrier
Service & workflow
Every request tracked to resolution
An enterprise helpdesk at the centre of the platform — cases raised from any channel, held to service-level policies with escalation before breach, and driven by block-based workflows you compose once and publish.
- Configurable case state machine with a full audit trail
- Response and resolution policies with escalation and breach tracking
- Block-based workflow orchestration, including customer data capture
- Extends to employee service requests and a lightweight asset registry
Measure everything
Analytics across every branch and channel
Queue performance, contact-centre volumes, case service levels, portfolio health and customer satisfaction — in embedded dashboards leadership can actually use, scoped by branch, role and segment.
- Queue, contact-centre, case, portfolio and satisfaction dashboards
- Branch-, role- and segment-scoped views out of the box
- Flexible date ranges and export-ready reports
Enterprise-ready
Bank-grade by architecture, deployed your way
A segmented perimeter tier serves the browser, kiosk and display; an internal tier alone touches your data. Single sign-on with independent token re-verification across trust boundaries, an editable role and permission model, a consent ledger and a full audit trail.
“Branch and digital work from the same customer record — so your teams see one customer, and your customers never see the seams.”
- 0
- Login across branch, digital & voice
- 0
- Modules, one admin console
- 0°
- One customer record behind every interaction
- 0%
- Runs in your own cloud
See cxOptima on your data
A 30-minute tailored walkthrough with our team — no commitment.