CX360, Inc. Commends FCC Decision to Require SMS Georouting for the 988 Suicide & Crisis Lifeline

Rhea-AI Summary

CX360 (NYSE:APO) welcomes the FCC's decision to mandate SMS georouting capabilities for the 988 Suicide & Crisis Lifeline. The company, through its Mosaicx division under WestCX, provides intelligent routing technology that supports both georouting and call routing for the crisis lifeline.

The new FCC regulation builds on their October decision for voice services, ensuring that help seekers receive localized care through text messaging while maintaining the 988 Lifeline's centralized routing system. The technology enables specialized crisis care and resources for diverse communities, including veterans and Spanish speakers.

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New decision ensures help seekers receive localized support across communication channels

OMAHA, Neb., July 24, 2025 (GLOBE NEWSWIRE) -- CX360, Inc. (“Mosaicx”), a leader in AI-powered customer experience solutions and part of WestCX under the West Technology Group portfolio, applauds today’s decision by Chairman Carr and the Federal Communications Commission (FCC) to adopt new regulations requiring text providers to develop a system for georouting text messages to the 988 Suicide & Crisis Lifeline. This decision builds on the FCC’s decision last October for voice services and further enables help seekers to receive localized care, maintains the 988 Lifeline’s centralized routing system and promotes a uniform standard of care for people experiencing a mental health crisis.

Mosaicx provides the intelligent routing technology that supports both georouting and routing of calls from all help seekers, ensuring specialized crisis care and resources for diverse communities, including at-risk groups such as veterans and Spanish speakers.

“We applaud Chairman Carr and the other FCC Commissioners for working with the industry to enable texting as a means of expanding the communications options to better help individuals when they are experiencing a moment in crisis,” said Sam Meckey, president of WestCX. “This decision highlights the FCC’s commitment to ensuring help seekers receive the benefits of georouting either over voice calls or texting while protecting their privacy. We again applaud them for recognizing the importance of maintaining the centralized structure of the 988 Lifeline to support this effort and for giving the industry a sufficient timeline for incorporating texting into 988 Lifeline.”

Mosaicx’ ongoing partnership with Vibrant Emotional Health, the 988 Lifeline network administrator, continues to advance the accessibility, responsibility, and efficiency of this vital resource.

If you or someone you know is struggling or in crisis, help is available. Text or call 988 or visit 988lifeline.org for 24/7 support.

To learn more about Mosaicx and its involvement in advancing the 988 Lifeline, visit mosaicx.com.

About Mosaicx 
Mosaicx is an AI-native platform that uses machine learning and agentic AI to automate interactions with customers and employees. Its next-generation customer engagement technology enables intelligent and adaptive self-service interactions across voice, SMS, email, and web chat channels, creating positive and human-like interactions that drive improved customer and employee satisfaction. Mosaicx brings over 30 years of experience delivering enterprise CX solutions and is part of WestCX, within West Technology Group, LLC, controlled by affiliates of certain funds managed by Apollo Global Management, Inc. (NYSE: APO).
 
Media Contact 
Lucy Meneghello
Communiqué PR 
mosaicxpr@communiquepr.com 
206-282-4923 ext. 129

FAQ

What is the FCC's new decision regarding 988 Suicide & Crisis Lifeline text messages?

The FCC has mandated text providers to develop a system for georouting text messages to the 988 Suicide & Crisis Lifeline, ensuring help seekers receive localized care.

How does CX360 (NYSE:APO) support the 988 Suicide & Crisis Lifeline?

CX360's Mosaicx division provides intelligent routing technology that supports both georouting and routing of calls, ensuring specialized crisis care for diverse communities including veterans and Spanish speakers.

When will the new 988 Lifeline text georouting system be implemented?

The FCC has provided the industry with a timeline for incorporating texting into the 988 Lifeline system, though specific dates were not disclosed in the announcement.

What communities will benefit from the 988 Lifeline's georouting system?

The system provides specialized crisis care and resources for diverse communities, with particular focus on at-risk groups such as veterans and Spanish speakers.