--- description: Review of Mosaicx Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Mosaicx | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Natural Language Processing Software (NLP)](/directory/4412/nlp/software) > [Mosaicx](/software/367101/mosaicx) # Mosaicx Canonical: https://www.softwareadvice.co.nz/software/367101/mosaicx > Mosaicx uses conversational AI to create an agent-like experience, creating fast, easy, personalized service experiences, resulting in increased customer loyalty. Intelligent Virtual Agents (IVA) sounds human and understands nearly anything a customer says. It allows customers to describe issues in their own words, which creates a delightful experience and creates a quicker, easier path to resolution. Mosaicx gives businesses access to a collection of industry-specific service modules, making the solution easy to adapt for your audience. Additionally, these modules also allow Mosaicx to automate a wider swath of customer requests than other types of service automation tools. Mosaicx Outreach covers the text-messaging side of customer service. This makes Mosaicx an all-in-one inbound and outbound service solution. Schedule and automate messages, which may display the brand name, logo and colors to make your recipients more comfortable. Consider using Mosaicx Outreach for link sharing, verification codes, location sharing, prescription refill reminders, marketing messages and more. Additionally, proactive text messaging can resolve issues before customers call, but Outreach and IVA can also operate simultaneously, allowing customers to communicate by phone and text at the same time. Mosaicx Insights provides data on system functions and experiences created in almost real time. See how many calls were received, how many texts were delivered, how long customers spent talking to the IVA, what percentage of the call time was spent in automation, and more. Additionally, users can manage the solution in this console, creating a single source for all that is Mosaicx. Mosaicx offers Avoke, a customer journey analysis tool, which records and displays information about calls from dial to hang up. It records time on hold, chats with an agent, all transfers and surveys at the end. Additionally, with this data, users can see where the experience is best and where it can be improved. Living in the cloud, Mosaicx is simple to access and highly secure. Additionally, designed to support both customer service and HR needs, businesses use Mosaicx to create personalized, enjoyable experiences for customers, employees and more. > > Verdict: Rated **3.8/5** by 5 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **3.8/5** | 5 Reviews | | Ease of Use | 3.8/5 | Based on overall reviews | | Customer Support | 4.0/5 | Based on overall reviews | | Value for Money | 3.7/5 | Based on overall reviews | | Features | 3.6/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: West Technology Group - **Location**: Omaha, US - **Founded**: 2010 ## Commercial Context - **Target Audience**: 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English, French, Spanish - **Available Countries**: United States ## Features - 2-Way Messaging - AI Copilot - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Application Management - Attended Automation - Audit Trail - Auto-Dialer - Automated Responses - Autoresponders - Batch Communications - Business Process Automation - CRM - Call Disposition - Call List Management ## Support Options - Email/Help Desk - FAQs/Forum - Phone Support - 24/7 (Live rep) - Chat ## Category - [Natural Language Processing Software (NLP)](https://www.softwareadvice.co.nz/directory/4412/nlp/software) ## Related Categories - [Natural Language Processing Software (NLP)](https://www.softwareadvice.co.nz/directory/4412/nlp/software) - [Call Centre Software](https://www.softwareadvice.co.nz/directory/4588/call-center/software) - [Contact Centre Software](https://www.softwareadvice.co.nz/directory/4389/contact-center/software) - [Speech Recognition Software](https://www.softwareadvice.co.nz/directory/4139/speech-recognition/software) - [Customer Engagement Software](https://www.softwareadvice.co.nz/directory/508/customer-engagement/software) ## Alternatives 1. [Project Broadcast](https://www.softwareadvice.co.nz/software/431569/project-broadcast) — 4.9/5 (647 reviews) 2. [Clootrack](https://www.softwareadvice.co.nz/software/389628/clootrack) — 5.0/5 (16 reviews) 3. [SlickText](https://www.softwareadvice.co.nz/software/167722/slicktext) — 4.8/5 (268 reviews) 4. [Text Request](https://www.softwareadvice.co.nz/software/306855/text-request) — 4.6/5 (1193 reviews) 5. [Twilio](https://www.softwareadvice.co.nz/software/390005/twilio) — 4.4/5 (501 reviews) ## Reviews ### "Outstanding AI-driven communication solution" — 4.0/5 > **Verified Reviewer** | *25 February 2025* | Marketing & Advertising | Recommendation rating: 9.0/10 > > **Pros**: Powerful AI automation with excellent accuracy. > > **Cons**: Initial setup takes some time to configure. > > Highly efficient and enhances customer interactions ----- ### "Move to Mosaicx" — 4.0/5 > **Denise** | *15 June 2023* | Marketing & Advertising | Recommendation rating: 9.0/10 > > **Pros**: We moved from a legacy IVR application to Mosaicx, one of the benefits is use of Conversational AI to dynamically modify content and the use of Natural Language for an improved customer experience. > > **Cons**: No issues with the transition to Mosaicx. There are so many new features and functionality available, it's a work in process to fully upgrade old applications to optimize all the options available on Mosaicx. ----- ### "Mosaic Review" — 3.0/5 > **Angela** | *14 June 2023* | Consumer Services | Recommendation rating: 5.0/10 > > **Pros**: We really have not taken advantage of many of the features offered in Mosaicx. > > **Cons**: There isn't enough feedback on opportunities for change in the IVR and/or data on the voice of the customer. ----- ### "Mosaicx Review" — 5.0/5 > **Ronfrancis** | *14 June 2023* | Telecommunications | Recommendation rating: 10.0/10 > > **Pros**: Its the ease of use compared to the old workflows that we have, phone lines which took longer to setup before can be just a few clicks away. > > **Cons**: Probably user experience? you'd really have to navigate throughout the platform before you can truly understand it, but it'll take some time for us to fully understand the platform. > > Our end clients may not quite notice but the setup time is a lot faster compared to how it was before. ----- ### "Mosaicx IVR Review" — 3.0/5 > **Stephanie** | *1 November 2022* | Utilities | Recommendation rating: 5.0/10 > > **Pros**: We have been implemented with the product for about 3 months. We are looking forward to ease of making changes to call flows/menus. We also appreciate the attention to issues we have encountered with interdigit recognition, etc. > > **Cons**: Since our implementation in July 2022, our only concern has been the interdigit recognition, throughput and recognition rates. > > Mosaicx is our hosted IVR platform. This platform handles all inbound calls from our utility customers and offers critical self-service options like electric outage reporting, bill payment, and bill due date extensions. ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/367101/mosaicx) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data