Analytics & Reporting
ConnexAI analytics provide real-time and historical reporting across all interaction channels, agent performance, queue metrics, and customer journey data. Analytics integrate with Athena 2.0 AI for automated interaction quality scoring, sentiment analysis, and compliance monitoring — providing supervisors with comprehensive contact center visibility without manual review of individual recordings.
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Omnichannel CCaaS Platform
ConnexAI (Connex One) delivers cloud-native omnichannel CCaaS — routing voice, chat, email, SMS, social media, and digital messaging through unified queues with consistent agent experience and customer context across all channels. The platform handles 4 billion transactions annually across 1,000+ business customers worldwide from dual headquarters in Miami, FL and Manchester, UK.
Conversational AI — Athena 2.0 (Proprietary LLM)
Athena 2.0 is ConnexAI's proprietary large language model — built entirely in-house, not licensed from OpenAI or other third-party AI providers. Athena powers conversational self-service, real-time agent assistance, interaction summarization, and intelligent routing. Because ConnexAI owns its AI stack and reinvests 45%+ of revenue in R&D, Athena capabilities advance independently of third-party AI vendor roadmaps.
Workforce Optimization (WFO)
ConnexAI WFO delivers quality management, interaction analytics, performance coaching, and compliance monitoring for contact center teams. Uniquely, ConnexAI's WFO can be deployed as a standalone point solution layered on top of any existing contact center platform — allowing organizations to add enterprise-grade quality management without replacing their current CCaaS vendor.
Workforce Management (WFM)
ConnexAI WFM delivers forecasting, scheduling, adherence monitoring, and real-time agent management for contact center workforce operations. WFM integrates with the ConnexAI CCaaS platform and can also operate as a point solution alongside third-party contact center systems, providing scheduling and staffing optimization without a full platform migration.