TMAC offers MOJO-CX©, a platform that utilizes omnichannel conversation analytics and behavioral nudges to enhance agent performance in contact centers. By analyzing 100% of customer interactions, the platform enables proactive coaching and operational efficiency, resulting in measurable improvements in customer satisfaction and employee engagement.
Funding
$5.4M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Contact centers often struggle with inconsistent agent performance, missed compliance issues, and inefficient coaching methods due to limited visibility into customer interactions. Traditional quality assurance processes that rely on random sampling of conversations fail to provide a comprehensive understanding of agent behavior and customer needs. This lack of insight leads to reactive problem-solving and hinders efforts to optimize operational efficiency and customer satisfaction.
Solution
TMAC's MOJO-CX© is a platform designed to transform contact center operations by providing omnichannel conversation analytics and behavioral nudges to enhance agent performance. The platform analyzes 100% of customer interactions across all channels, including digital and voice, to identify key drivers of demand, average handle time (AHT), and customer experience (CX). By providing real-time insights into agent performance, MOJO-CX© enables proactive coaching, ensures compliance, and facilitates data-driven decision-making. The platform empowers agents to replicate successful behaviors, reduces decision fatigue through behavioral nudges, and guides conversations toward optimal outcomes, resulting in improved customer satisfaction, increased employee engagement, and enhanced customer lifetime value.
Target Audience
The primary target audience includes contact centers, customer experience teams, revenue teams, operations teams, and risk and compliance teams seeking to improve agent performance, enhance customer satisfaction, and optimize operational efficiency.
Features
- Omnichannel conversation analytics: Analyzes and scores 100% of conversations across all digital and voice channels.
- Customizable auto-alerts: Notifies users of critical moments and compliance issues in real-time.
- Next Best Action: Provides proactive prompts and behavioral nudges to guide agents toward the best outcome.
- No-code interface: Enables easy building of conversation flows through a point-and-click interface.
- Performance Management: Tracks and measures the impact of coaching efforts, identifying the most effective coaches.
- 360 feedback: Facilitates the collection and actioning of 360-degree feedback within the platform.
- Demand prediction: Enables users to easily predict demand types and achieve operational efficiency.
- Integrates with existing contact center infrastructure.