Concentrix Launches iX Hero™ Agentic AI Apps to Solve Critical Pain Points of the Customer Experience

Rhea-AI Summary

Concentrix (NASDAQ: CNXC) has launched iX Hero, an agentic AI-powered application designed to enhance customer experience delivery. The solution integrates with contact center platforms and CRMs to streamline advisor workflows by consolidating multiple applications into one smart view.

Key features include rapid AI-assisted answers, automated transcription, performance analytics, and announcement capabilities. Pilot implementations have shown impressive results:

• A consumer electronics company increased sales conversion from 2% to 7%, boosting monthly revenue by 250%
• 22% reduction in average call handling time
• A global energy company improved CSAT from 72% to 81.8% within 3-4 months

The product is currently available in North America, with global expansion planned throughout the year.

Positive

• Significant pilot results: 250% monthly revenue increase for one client
• 22% reduction in average call handling time, improving efficiency
• 13.5% improvement in customer satisfaction (CSAT) from 72% to 81.8%
• Integration capability with any contact center platform and CRM
• AI-powered automation reduces advisor workload and improves efficiency

Negative

• Limited initial availability only in North America
• Requires human-in-the-loop oversight, not fully autonomous

Insights

AI and Customer Experience Technology Analyst

Concentrix's new iX Hero agentic AI solution delivers measurable ROI with documented efficiency gains and revenue increases for clients.

Concentrix's iX Hero represents a significant advancement in their AI-powered customer experience technology suite. This product addresses critical operational inefficiencies by consolidating information from multiple systems into a unified interface, leveraging agentic AI to work alongside human agents rather than replacing them.

The technical architecture allows for seamless integration with existing contact center platforms and CRMs, a crucial feature that reduces implementation barriers and adoption friction. What stands out is that this isn't conceptual technology—Concentrix has already deployed it internally with thousands of their own agents, creating a robust testing environment before commercial release.

The most compelling aspect is the documented ROI from pilot implementations. For a consumer electronics client, conversion rates increased from 2% to 7%, representing a 250% monthly revenue improvement. Another pilot achieved up to 22% reduction in average call handling time—a direct operational cost saving. A global energy company saw CSAT scores improve from 72% to 81.8% within 3-4 months.

These metrics demonstrate tangible value across the customer experience spectrum: revenue generation, operational efficiency, and customer satisfaction. Unlike many AI announcements that focus on potential benefits, Concentrix is showcasing actual client results, which significantly strengthens their market positioning.

The phased global rollout strategy, starting with North America, allows for controlled scaling while maintaining quality and incorporating regional learning. This methodical approach suggests the company is prioritizing successful implementation over rapid but potentially problematic deployment.

NEWARK, Calif., May 22, 2025 (GLOBE NEWSWIRE) --  Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today announced the launch of iX Hero, the latest product in its Intelligent Experience (IX) suite.

iX Hero is an agentic AI-powered application that works together with a human in the loop to supercharge the way customer experience is delivered, from quick fixes to complex questions.

Based on Concentrix’ experience handling billions of calls, chats and other contacts per year, the company designed iX Hero to target the most common areas that cause inefficient customer interactions and dissatisfied customers.

iX Hero addresses both the customer and client side of each interaction. Slow, unclear or inaccurate responses to questions are among the top consumer frustrations with advisor interactions. Often, advisors juggle up to 10 disparate applications to support a customer, limiting their ability to be efficient and personalized in their approach to each interaction. From a client’s perspective, customer interactions often suffer from poor note taking, lack of detailed sentiment analysis, and deep understanding of their customers' engagement.

Now, with iX Hero, advisors can get fast, accurate and more consistent AI-assisted answers in seconds, simplifying and modernizing how advisors serve customers by bringing the right information into one smart, streamlined view. The application is designed to easily integrate with any contact center platform, CRM, or workflow, and as it learns, it coaches advisors to make every interaction better and more efficient. Clients using iX Hero gain enhanced productivity, proficiency, and comprehensive data insights from across their enterprise that shape better customer relationships.

Concentrix developed and tested iX Hero with thousands of its own game-changers to solve for the pain points of the customer experience:

• Insights to analyze advisor performance, customer sentiment, trends and needs to help advisors create more personalized customer experiences, with data-driven coaching to make every interaction better. 
• Knowledge capabilities to find and surface ready-to-use answers to questions during customer interactions, significantly reducing the time it takes to resolve customer questions.
• Summarize and automatically transcribe conversations, drastically reducing after-call workload for advisors.
• Announcements to deliver essential updates, news, or critical team decisions, ensuring advisors are always informed and can act quickly on new information while keeping service quality high.

Pilot client implementations have produced transformational results, including allowing a leading consumer electronics company to rapidly raise sales conversion from 2% to 7%, increasing top line revenue by 250% monthly. Another pilot realized up to a 22% reduction in average call handling time, which lowers costs while increasing customer satisfaction (CSAT) rates. A leading global energy company experienced a CSAT improvement gain from 72% to 81.8% satisfied, a 13.5% increase which is driving significant sales lift within 3 to 4 months.

Razor, a leading innovator of scooters and wheeled goods, relies on iX Hero to drive a better overall customer experience. "Using iX Hero, Razor has been able to get valuable insights from our customer interactions, driving better overall efficiencies for our business while improving our customer experience. Concentrix has transformed every advisor into a hero for our brand," said Jo Ann Nash, Vice President of Customer Support, Razor.

"For decades, Concentrix has been at the forefront of blending technology with human ingenuity and human empathy to transform customer experiences," said Ryan Peterson, Chief Product Officer, Concentrix. "With iX Hero, we’re equipping advisors with a powerful AI-driven toolkit that enables smarter, more efficient conversations, happier and more loyal customers, and increased revenue."

iX Hero is built for scale with top-tier security and compliance. It’s available now in North America with additional languages and geographies rolling out through the rest of the year. For more information, meet iX Hero on the company website.

About us: Powering a World That Works  
Concentrix Corporation (NASDAQ: CNXC), a Fortune 500^® company, is the global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. Delivering outcomes unimagined across every major vertical in 70+ markets. Virtually everywhere. Visit concentrix.com to learn more. 

Media Contact:
Marketing & Communications
Concentrix Corporation
media@concentrix.com

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Safe Harbor Statement
This news release includes forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. Forward-looking statements include, but are not limited to, statements regarding the company’s capabilities and product portfolio, the potential benefits associated with the use of iX Hero and the company’s other products and services, including productivity, engagement speed and quality, and customer satisfaction, and statements that include words such as believe, expect, may, will, provide, could and should and other similar expressions. These forward-looking statements are inherently uncertain and involve substantial risks and uncertainties that could cause actual results to differ materially from those expressed or implied by such statements. Risks and uncertainties include, among other things, risks related to the company’s ability to successfully execute its strategy, competitive conditions in the company’s industry, and other factors contained in the Company’s Annual Report on Form 10-K for the fiscal year ended November 30, 2024 filed with the Securities and Exchange Commission and subsequent SEC filings. We do not undertake a duty to update forward-looking statements, which speak only as of the date on which they are made.

Copyright © 2025 Concentrix Corporation and its subsidiaries. All rights reserved. Concentrix, the Concentrix logo, and all other Concentrix company, product, and services word and design marks and slogans are trademarks or registered trademarks of Concentrix Corporation and its subsidiaries. Other names and marks are the property of their respective owners. All rights reserved.

FAQ

What is Concentrix's iX Hero and how does it improve customer service?

iX Hero is an agentic AI-powered application that helps customer service advisors by providing quick answers, automating transcription, and consolidating multiple applications into one view. It integrates with contact centers and CRMs to improve efficiency and customer satisfaction.

What results have companies achieved using Concentrix's (CNXC) iX Hero?

Companies using iX Hero have achieved significant results: a consumer electronics company increased sales conversion from 2% to 7% with 250% monthly revenue growth, while others saw 22% reduction in call handling time and CSAT improvements from 72% to 81.8%.

When will Concentrix's iX Hero be available globally?

iX Hero is currently available in North America, with additional languages and geographical expansions planned throughout 2025.

How does Concentrix's iX Hero integrate with existing systems?

iX Hero is designed to easily integrate with any contact center platform, CRM, or workflow system, bringing multiple applications into one streamlined view for customer service advisors.

What are the main features of Concentrix's iX Hero platform?

Key features include AI-assisted answers, automated conversation transcription, advisor performance analytics, customer sentiment analysis, and announcement capabilities for team updates.