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Mosaicx

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AI-powered, multichannel customer engagement that orchestrates connected journeys for regulated industries.

Overview

Mosaicx is an AI-powered, multi-channel customer engagement platform focused on helping organizations automate routine interactions, improve efficiency, and deliver scalable, human-centered experiences. As part of WestCX, Mosaicx contributes to a unified orchestration platform that coordinates conversations, campaigns, AI agents, and real-time intelligence across complex, regulated industries. The organization serves enterprises in regulated sectors, designing solutions that move interactions from isolated touchpoints to connected, outcome-driven journeys while emphasizing security, privacy, and reliability. Guided by values such as innovating with purpose, championing customers, earning trust, rising to challenges, and fostering collaboration, Mosaicx aims to amplify human connection and improve outcomes for customers and employees.

Mission statement

Technology should amplify humanity—not replace it.

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What we offer

Mosaicx Platform

Enhance customer engagement with Mosaicx’s intelligent, AI-native platform for omnichannel interactions.

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Outreach

Enhances customer engagement with intelligent, automated messaging.

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Insights360

Unlock actionable insights to enhance customer interactions and optimize performance.

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Intelligent Virtual Agent

Enhance customer interactions through AI-driven virtual assistance and personalized support.

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Who do we serve

Regulated Financial Services Firms

North America and Europe banks and insurers seeking scalable, compliant omnichannel engagement.

Financial Services

Geography: North America, Europe

How we help: Compliance-focused omnichannel engagement that scales with enterprise needs, delivering measurable efficiency and outcomes across complex journeys.

Regulated Healthcare Providers And Payers

North America and Europe healthcare providers and payers seeking privacy-first omnichannel engagement.

Healthcare

Geography: North America, Europe

How we help: Privacy-first omnichannel patient engagement that improves coordination and satisfaction while ensuring regulatory compliance.

Global Enterprise Customer Support Leaders

Global enterprises seeking scalable omnichannel customer support orchestration and analytics.

TechnologyFinancial ServicesTelecommunicationsRetail

Geography: Global

How we help: Global, AI-powered orchestration and analytics for consistent, efficient, omnichannel customer support.

Multinational Retail And Tech Support Leaders

Global retailers and technology brands needing multilingual, resilient omnichannel support.

RetailTechnologyE-commerce

Geography: Global

How we help: AI-driven, multilingual orchestration that delivers consistent experiences across regions and channels.

Market segments

Market size by segment

Growth potential (CAGR)

Conversational virtual agents

5.7 Billion USD22% CAGR

AI-driven virtual agents that handle natural-language conversations across voice and digital channels to automate routine inquiries, capture feedback, and provide real-time interaction intelligence.

Products: Intelligent Virtual Agent, Mosaicx Platform

Omnichannel contact center orchestration

12.5 Billion USD24% CAGR

Orchestration of conversations, campaigns, AI agents, and real-time intelligence to automate inbound and outbound workflows, maintain context across channels, and support governance in regulated environments.

Products: Mosaicx Platform, Outreach, Intelligent Virtual Agent

Customer journey analytics

5 Billion USD9.84% CAGR

End-to-end analytics that track interactions across the customer lifecycle to reveal automation gaps, optimize agent performance, and surface insights for next-best actions and conversation optimization.

Products: Insights360, Mosaicx Platform, Intelligent Virtual Agent

Automated messaging and engagement

18 Billion USD15% CAGR

Bi-directional, campaign-driven messaging to automate personalized outreach, collect responses, and manage follow-up at scale across multiple channels.

Products: Outreach, Mosaicx Platform, Intelligent Virtual Agent

More information about our offering

Mosaicx Platform

Mosaicx is an AI-native platform that delivers adaptive, intelligent, and seamless omnichannel interactions for enterprise customer service. It coordinates conversations, campaigns, AI agents, and real-time intelligence across regulated environments.

  • Optimizes Interaction Automatically
    Engage analyzes conversation context in real time, ensuring relevant responses that enhance overall experience.
  • Provides Natural Interactions
    By using advanced speech recognition and generation, Engage makes conversations more relatable and engaging.
  • Enhances Decision-Making In Real Time
    This feature analyzes customer sentiment in real-time, allowing organizations to respond effectively to user needs and enhance customer satisfaction.
  • Automate Customer Interactions
    Manage thousands of customer engagements daily with automated responses, significantly decreasing wait times and increasing customer satisfaction.
  • Ensure Compliance and Security
    Built for industries that require strict compliance, providing tools for governance and audit readiness.
  • Optimize Customer Journeys
    Utilize real-time analytics to adapt interactions proactively, which improves user experience and business outcomes.
  • Support Multilingual Engagement
    Facilitate effective communication across diverse customer bases by recognizing tone and language nuances.
  • Guide Customer Interactions
    Enhance customer experiences by providing seamless transitions through automated recommendations tailored to user behaviors.
  • Detect Customer Needs Instantly
    Ensure faster resolution times by quickly identifying and responding to customer queries across channels.
  • Support Anytime, Anywhere
    Allows customers to engage with the platform at their convenience, increasing satisfaction and reducing response times.

Outreach

Outreach is a bi-directional, AI-powered messaging solution designed to engage customers through automated, intelligent conversations.

  • Engage Customers Seamlessly
    Utilizes advanced AI to facilitate real-time, two-way messaging, ensuring effective communication and engagement.
  • Drive Higher Engagement Rates
    Launch targeted campaigns that proactively connect with customers, boosting response rates and enhancing relationships.
  • Gain Actionable Insights
    Leverage data to understand customer behavior, optimize messaging strategies, and improve overall engagement outcomes.

Insights360

Insights360 provides end-to-end analytics to track customer interactions, from dial to disconnect, with Journey Insights revealing automation successes and gaps for improved efficiency and performance.

  • Comprehensive Tracking
    This feature ensures that every step of the customer journey is documented, enabling data-driven decision-making to enhance overall performance.
  • Identify Improvement Areas
    By analyzing engagement metrics, organizations can uncover specific aspects to enhance, leading to more effective automation and better customer experiences.
  • Enhance Customer Engagement
    Real-time insights ensure that agents can adapt their approach based on ongoing conversations, leading to more personalized and effective customer service.
  • Enhance Agent Productivity
    By pinpointing areas for improvement, this feature empowers agents to perform better, leading to faster resolutions and enhanced customer satisfaction.

Intelligent Virtual Agent

Intelligent Virtual Agent (IVA) is Mosaicx's AI-powered virtual agent for conversational customer experiences, enabling feedback capture and real-time analytics to inform decision making.

  • Maintains Context Across All Channels
    Ensures seamless transitions for users moving between different communication channels, enhancing the user experience.
  • Understands Customer Intent
    Utilizes advanced NLP to comprehend user requests, allowing for more accurate and human-like responses.
  • Anticipates Customer Needs
    Engages users with timely assistance, improving satisfaction and reducing wait times.
  • Extracts Actionable Insights
    Analyzes customer feedback to identify trends and areas for improvement, driving decisions that enhance overall service quality.
  • Tailors Responses Based on Sentiment
    Utilizes sentiment analysis to adjust interactions based on customer emotions, providing a more personalized experience.
  • Facilitates Global Communication
    Engages with customers from different linguistic backgrounds, enhancing inclusivity and customer satisfaction.
  • Initiates Follow-Up Interactions
    Ensures customers receive timely confirmations and can provide further feedback on their experiences.

Sources

Methodology and sourcing behind the figures and links shown above.

Conversational virtual agents

Estimated via published conversational AI market figures in the search results (MRFR: $12.75B 2024; Grand View via K2view: $11.58B 2024, 23.7% CAGR; MarketsandMarkets: $17.05B 2025, 19.6% CAGR). No explicit figure for the narrower "conversational virtual agents" segment was found, so I treated virtual agents (voice bots, digital virtual assistants and related automation) as a major subsegment—approximately 40–50% of overall conversational AI—producing a midpoint estimate ≈$5.7B. Growth potential uses the median of reported CAGRs (≈19.6–23.7%), rounded to 22% for the segment, assuming similar adoption trends to the broader conversational AI market.

Omnichannel contact center orchestration

Estimate based on published market reports for closely aligned segments. Dimension Market Research explicitly defines the Customer Journey Orchestration market (directly aligned with omnichannel orchestration) at USD 12.5B in 2025 with a 24.0% CAGR and is taken as the primary proxy. This is consistent with adjacent markets: cloud-based contact center reports (USD 20.9B in 2023; high CAGR) and omnichannel customer service reports (USD 10.68B in 2025) which show the orchestration subsegment sits below total contact-center software but grows rapidly due to AI, cloud migration, and real-time orchestration demand.

Customer journey analytics

Search results show divergent market estimates (2020–2026) ranging roughly from ~$2.5B to $14.4B depending on scope. I selected Fortune Business Insights’ 2025 estimate (~USD 4.96B) as a representative, conservative 2025 market size and its reported CAGR (9.84%) as the growth potential benchmark, while noting higher-growth scenarios (MRFR, Credence, Allied) that place CAGR in the mid-teens.

Automated messaging and engagement

Automated messaging and engagement is a subset of broader marketing-automation/customer-engagement and mobile-engagement markets. Reported market sizes vary by scope: marketing automation (~USD 41–47B in mid-2020s), customer engagement solutions (~USD 21.4B in 2024), and mobile engagement (~USD 9.5B in 2024). Automated messaging likely represents a meaningful portion of the customer/mobile engagement stacks; using those sources as anchors yields an estimated addressable market of roughly USD 18B today and growth potential in the mid-teens CAGR (≈15%), consistent with customer-engagement and higher-growth mobile/patient-engagement segments.

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