One Platform. Connected Customer Operations.

ICX is IRMA Insights' proprietary customer interaction platform, developed in-house to support customer engagement across voice, text and digital channels.

From customer information and campaign management to quality monitoring and reporting, ICX brings essential operational capabilities together in one platform.

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ENTERPRISE CORE

The Technology Behind Every Interaction.

ICX brings together the core tools required to manage customer interactions, campaigns and operational workflows.

Built around IRMA's proprietary CRM and core technology engine, it provides a common foundation for day-to-day customer engagement operations.

01 CRM

Maintain customer records and relevant interaction information within a structured customer management environment.

Support inbound and outbound customer engagement through integrated dialling and contact management capabilities.

Record customer interactions to support operational reviews, quality management and service requirements.

Organise and manage customer engagement campaigns, activities and associated operational processes.

Support interaction monitoring, supervision and quality assessments against defined service standards.

Coordinate operational activities, follow-up actions and processes associated with customer interactions.

Provide visibility into campaign activities, customer interactions and operational performance.

OMNICHANNEL ENGAGEMENT

Different Channels. One Operational Foundation.

ICX supports customer engagement across voice, text and digital channels within a common operational environment.

By bringing customer information, interaction management and workflows together, the platform helps teams coordinate engagement activities across supported channels.

SYSTEMS INTEGRATION

Connected to the Systems Your Business Depends On.

Through its API integration layer, ICX connects customer interaction workflows with enterprise applications, including customer databases, insurance policy administration systems and payment systems.

This allows ICX to operate alongside existing business technology rather than requiring organisations to replace their core systems.

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Deployment Flexibility

Technology That Fits Your Operating Model

Different organisations have different operational and technology requirements.

ICX can support a fully managed customer engagement environment, be provided alongside dedicated facilities or integrate with existing enterprise infrastructure.

IRMA-Managed

IRMA provides the customer engagement operation, including people, facilities, technology and day-to-day operational management.

Facilities & Technology

IRMA provides the dedicated operating facilities and ICX technology platform, while the client retains responsibility for running its customer engagement operation.

Enterprise Integration

ICX is integrated with relevant enterprise applications and business systems to support the organisation's existing operational environment.

CONNECTED INTELLIGENCE

The Foundation for Intelligent Customer Operations.

ICX provides the operational technology foundation that connects customer interactions, information and business workflows.

Together with IRMA's AI and automation capabilities, this creates opportunities for more intelligent customer engagement, decision support, quality management and operational execution.

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Let’s Connect Your Customer Operations.

Explore how ICX can support your customer engagement programmes, connect with existing systems and fit your operational requirements.

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