Sold by: SparkCX
Deployed on AWS
PulseCX integrates into any contact center with call recordings and carefully analyzes customer conversations to keep customers informed about the latest trends and opportunities. Utilizing the power of GenAI, we extract valuable insights from customer interactions and deliver them in clear, easy-to-understand dashboards and reports.
Overview
PulseCX is a conversational intelligence platform built cloud native, serverless and exclusively on AWS. There are over 40,000 call centers in the United States, and less than 10% analyze the conversations their agents are having with their customers. Why so few? Because it would cost way too much money to listen to 3,000, 300,000 or 3M calls per month.
Generative AI has changed all that. Founded by two former Amazonians, SparkCX has set out to bring modern innovations to call centers everywhere, in every industry. By ingesting your audio files, chats, SMS, etc into our PulseCX system, we can give you near real-time insights into what your customers are calling about. We can track the performance of every agent, on every call. We can predict which agents are highest at risk for churn and prevent the high turnover that plagues this industry. We can capture every issue customers are calling you about, and provide actual numbers of calls, average handle time and first call resolution by issue!
We launched our first product in July of 2024, and we're using a Large Language Model (LLM) that was trained on over 70B parameters and was only released in March of 2024! It scores the highest on graduate and undergraduate level reasoning in the industry. If you're not getting insights from your customer conversations, we can start providing those to you today. If you're leveraging older NLP solutions that you had to train on keyword matching, stop today! We can ingest data from all of the major contact center systems.
We provide you the most dynamic and accurate insights you're missing out on today, AND we also protect your data with world class encryption and automatically redact PII information. It's your data! These are your customers!! We just want to provide you better insights into why they are calling, how to better serve them, and reduce the need to call you in the first place.
Highlights
- Executive Insights - Elevate your importance with the C-suite. Provide monthly, weekly or real time customer trends that enable actionable improvements in your organization.
- Potential Product/Service Issues - Proactively inform product teams if a new issue is generating a lot of calls. Now you'll actually have data on the number of calls, average handle times, and potential revenue lost.
- Exceptional Customer Support - Take care of key customers. Proactively identify a rise in issues, and surround your best customers with love.
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
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Dimension | Description | Cost/month |
|---|---|---|
Commitment | commitment | $0.24 |
Dimension | Cost/unit |
|---|---|
overage | $0.24 |
Dimensions summary
PulseCX uses a contract-based pricing model with two dimensions. The Commitment dimension is what you agree to pay for your contract term, covering your expected usage. The overage dimension applies when your actual usage goes beyond that committed amount. Together, these dimensions let you set a baseline commitment and then pay separately for any usage above it. This structure gives you predictable base costs while still allowing your usage to scale beyond the initial commitment when needed.
Top-of-mind questions for buyers
A unit maps to the volume of customer interactions analyzed. PulseCX reviews 100% of your contacts across channels, so your committed units reflect expected interaction volume. Each analyzed conversation draws against your commitment. Confirm exact unit definitions with the vendor, since the interaction count depends on your channels.
When your analyzed interactions exceed the Commitment you agreed to, the overage dimension applies. Overage bills separately for usage above your baseline. This charge accrues automatically as extra usage occurs. Your committed units stay fixed, and only the additional usage triggers overage charges on the same invoice.
The Commitment dimension sets your predictable base cost for expected interaction volume. The overage dimension only adds cost when actual usage passes that baseline. For steady usage within your commitment, the Commitment drives the bill. Overage grows only if analyzed interactions climb above the committed amount.
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