Contact-Centre & Ops Leaders
Wrap eats 25% of every shift. QA samples 3%. Coaching arrives 5 days late.
Get wrap down 50%, score 100% of conversations, and run 5× more coaching sessions, same headcount, more revenue, less risk.
Live · Agentic AI for contact centres
Make every conversation valuable.
MOJO-CX is the agentic AI platform that scores every conversation, drafts every wrap note, and coaches every agent, handing your board the Consumer-Duty-ready evidence trail it's been asking for. 36 KPIs. Six performance drivers. Voice, chat, email, video.
CXO · CFO · Board
Cost-to-serve up. Conversion stuck. FCA letter risk rising. The evidence trail still missing.
£3.18m saved or generated per 500 agents per year against £255k spend. Payback inside 90 days. Audit-ready on day one.
0%
Coverage · every contact
0
KPIs · six drivers
Day 2
First wrap savings land
£0/day
Saved per agent · daily
Trusted by
The contact-centre operators moving millions of conversations a week.
ConcentrixFoundeverFourNetNatilik
The status quo
Your contact centre is running on faith.
QA samples 3% of calls. CSAT samples 6% of customers. Coaching lands five days late. Three groups pay the price every shift, and your P&L pays it every quarter.
Group 01 · Customers
Calling back. Again.
- CSAT samples 6%, three days too late
- Repeat-contact rate at 22%
- Journey friction, bouncing between channels, queues, teams
- Transfer frustration, same problem, retold three times
- Vulnerability missed. Complaint logged.
Group 02 · Agents
Wrap-bound. Coaching-starved.
- Wrap eats 25% of every shift
- Coaching arrives 5 days after the call
- 6+ systems open at once
- Speed-to-competency: 18 weeks
- Burnout. Regrettable attrition climbing.
Group 03 · Operations
Reporting yesterday. Missing today.
- QA covers 3% of calls, a box-checking exercise
- 14 direct reports each · 1 coaching slot per agent / month
- Self-service opportunities buried in transcripts, never actioned
- Chatbot performance, a black box. No analytics. No improvement loop.
- Data-led Consumer Duty evidence, still missing
Cost-to-serve upEvery quarter, with nothing to point at
FCR flatThe same customer, calling twice
Conversion stuckTop quartile converts 3× the rest
FCA letter riskRising, every month untouched
Most ops leaders accept this as the cost of running a 21st-century contact centre. It isn't.
The framework
Six performance drivers. Thirty-six KPIs.
Every contact centre tracks a handful of these. Almost none track all 36, let alone act on them. That gap is where your margin goes to die, and your customer gets forgotten. MOJO-CX scores all 36. Automatically. Live. No sampling.
Efficiency
9 KPIs
AHT bleeds seconds you can't see. Wrap eats a quarter of every shift.
Total DurationTalkHoldWrapTransfersTransfer TimeSilenceRepeatsWorkload
Quality
7 KPIs
QA samples 3%. The other 97% pass on faith, and the FCA can tell.
QA ScoreQA SectionsAuthorityFramingTurnaroundRepeat-BackFlow Adherence
Experience
6 KPIs
CSAT samples 6%, three days late. Churners learn first.
Sentiment·CustomerPred. NPSPred. CSatPred. EaseTempo / PaceWords/Hour
Engagement
4 KPIs
One coaching slot per agent per month. Generic. Untracked. Attrition climbing.
Coaching SessionsCoaching ImpactSentiment·AgentConfusion·Agent
Value
6 KPIs
Top quartile converts 3×. The other 75% leave money on the line.
ConversionRetentionUpsellCross-sellOpps MissedCollections
Risk
4 KPIs
Consumer Duty audit in four months. Evidence trail? Still missing.
VulnerabilityComplaintsComplianceEscalations
Driver by driver
How MOJO-CX moves every needle.
Same six drivers. Six new outcomes. Each one is owned by one of the three AI assistants you're about to meet, with a measurable lift, and a proof point already on the board.
Efficiency · 9 KPIs
−45 seconds AHT. Wrap killed.
1,200 hours of agent capacity returned per week, per 1,000 agents.
Advisor AI
Quality · 7 KPIs
100% Auto QA, every queue, every call.
80% of QA headcount returned to the floor.
Leader AIAnalyst AI
Experience · 6 KPIs
Predictive CSat, NPS and Ease the moment the call ends.
Catch confusion before the customer asks for a manager.
Analyst AILeader AI
Engagement · 4 KPIs
5× coaching sessions per agent per week.
30% faster speed-to-competency. Regrettable attrition trending down.
Leader AI
Value · 6 KPIs
+20% sales uplift. +10% retention.
£2m/year on a 500-agent sales line. Same headcount, more revenue.
Advisor AI
Risk · 4 KPIs
Vulnerability, complaints & compliance flagged live.
The Consumer Duty evidence trail the board has been asking for.
Leader AIAnalyst AI
The solution
One platform. Every conversation. Every KPI in the green.
Not another point QA tool. Not another speech-analytics layer. Not another agent-assist bolt-on. One platform. Three line-items retired from your stack.
Step 01 · Diagnose
Analyst AI
Finds the leak. Variance, hotspots and root cause across people, process and systems, continuously.
→
Step 02 · Coach
Leader AI
Coaches the agent. Auto-QA every interaction. Auto-coach every agent. Spreadsheet shift, dead.
→
Step 03 · Convert
Advisor AI
Converts the contact. Wrap −50%. Sales +20%. Retention +10%. Compliance live.
No CCaaS integration required
Instant, real-time data capture
No stereo integration
40+ languages · transcription as standard
No moving calls across the network
Insights for leadership, managers & agents
Auto Assistants
Three assistants. One platform.
Built for the three jobs that matter. Each assistant earns its place in the stack. Pick one, two, or all three, every combination compounds.
Ask anything. Get answers in seconds.
Analyst AI replaces the analyst backlog with conversational diagnostics across every KPI. A data scientist on every desktop, live, day one.
A
Auto Discovery
The six-week diagnostic, by lunchtime. Categorisation → identification → recommendation, with £ value attached.
I
Auto Insights
Variance, hotspots, root cause across people, process and systems, continuous, never goes stale.
M
Auto Measurement
Compare teams, sites, products, journeys against themselves, each other, and industry peers.
C
Chat to Analyst AI
Plain-language Q&A over your live operational data. No SQL. No dashboards. No waiting.
Coach smarter. Kill spreadsheets.
Leader AI is the team leader you can't hire enough of. Auto-QA every conversation. Auto-coach every agent. Intervene before the problem compounds.
Q
Auto QA
Score 100%, not 3%. Every call, chat and email against your bespoke QA model. Vulnerability models deployed in minutes. 80% of QA headcount returned to the floor.
C
Auto Coaching
Personalised, behaviour-led coaching nudges in the moment, not at month-end. 5× more sessions, 30% faster speed-to-competency.
D
Daily Digest
The 60-second team-leader briefing. Who's hot, who's at risk, who needs coaching today, what compliance flags need a second look.
L
Auto Calibration
One QA model, applied identically across teams, sites and outsourcers. Calibration goes from quarterly sessions to continuous, no drift.
Get out of wrap. Sell while you serve.
Advisor AI works alongside every agent. Documents the call before it ends. Surfaces the next best thing to say. Spots the sale, the save and the upsell, every single time.
S
Auto Summary
Notes written instantly, consistently, in your CRM format. Wrap −50%. £1.1m/yr saved, or 250k more conversations.
G
Auto Guidance
Next Best Action in the agent's ear, trained on your KB, your scripts, your playbooks, not generic best practice. +10% across every metric.
O
Auto Offers
Identifies upsell, cross-sell and save moments live. Equips the agent with the right pitch. +20% sales, +10% retention.
R
Auto Risk Detection
Vulnerable-customer moments, FCA disclosures and required scripts flagged live, Advisor AI understands the customer. Evidence on every interaction.
Feature catalogue
Every feature. Grouped by assistant.
Core features are included in every deployment. Assistant features are exclusive to the AIs on your licence, Advisor AI's stay with Advisor AI, Leader AI's with Leader AI, Analyst AI's with Analyst AI.
Core11 features +1 add-on · included in every deployment
Platform foundations
- TranscriptionLive speech-to-text · 40+ languages · standard
- Translation +£8 / agent / moReal-time · 40+ languages · optional add-on
- Desktop applicationNative client for Windows & Mac
- EventsAutomated event detection & response
- Screen captureRecord agent screens during calls
- Call storage & querySecure data storage and search
- Data APIProgrammatic access to platform data
- AI BuildersConversation, Rules & Scorecard
- FormsCoaching, feedback & tracking forms
- Onboarding & CBTSetup assistance & self-paced training
- Service desk supportTechnical support access
- 36 KPIs · 6 driversContinuous scoring on every interaction
Advisor AI5 features
Exclusive to Advisor AI
- Auto SummaryAI-generated call summaries, wrap −50%
- Auto GuidanceNext-best-action prompts, live
- Auto OffersSell, save, retain, surfaced live
- Auto Risk DetectionVulnerable-customer moments flagged live
- Conversational flowsReal-time assistance in conversation
Converts the contact · from £22.50 / agent / mo
Leader AI7 features
Exclusive to Leader AI
- Auto QA100% scored, every call, chat, email
- Auto CoachingPersonalised nudge after every call
- Auto CalibrationCross-team consistency, no drift
- Daily Digest60-second morning briefing
- ScorecardsQuality assessment frameworks
- Performance HubTeams, queues & KPIs, one dashboard
- Coaching ImpactCoaching effectiveness vs KPI movement
Coaches the agent · from £22.50 / agent / mo
Analyst AI5 features
Exclusive to Analyst AI
- Auto Discovery3-step diagnostic, by lunchtime
- Auto InsightsVariance, hotspots, root cause
- Auto MeasurementContinuous benchmarking
- Chat to Analyst AIPlain-language Q&A on live data
- Consumer Duty trailAudit-ready evidence, every interaction
Finds the leak · from £22.50 / agent / mo
KPIs impacted · time to value
Three curves. Ninety days.
Indicative ramp curves, based on validated client deployments. Some value is a switch. Some builds with habit. Some dips before it compounds, and we tell you which is which.
Auto QA · 0–14 days
Coverage is a switch.
KPIs · QA coverage 3% → 100% · Calibration drift · QA FTE
Day 0Day 90
Every call, chat and email is scored from the moment your QA models go live. No human adoption required.
Coaching cadence · 30–60 days
Value builds with habit.
KPIs · Sessions per agent · Coaching impact · TL hours saved
Day 0Day 90
Value builds as team leaders adopt the daily digest and the coaching rhythm beds in, the constraint is habit, not software.
Conversion · 60–90 days
A true J-curve.
KPIs · Conversion · Retention · Upsell & cross-sell
Day 0Day 90
Agents must change in-call habits, so output dips briefly during adoption, then compounds well past baseline.
Proof
Already on the board. Already in the books.
Three live deployments. Three sets of numbers a CFO can sign off on. Every assistant earns its place before it scales.
Retail · Analyst AI
The diagnostic, by lunchtime.
Analyst AI Auto Discovery replaced a six-week consultancy diagnostic across all six performance drivers, surfaced 43 blind spots, 329k/wk unprotected contacts.
2 wks
vs 6–12 wks typical
20%
Cost savings ID'd
20%
CX uplift surfaced
Vehicle Breakdown · Leader AI
100% Auto QA in 12 weeks.
Replaced manual QA sampling with 100% Auto QA across every queue. QA headcount redeployed to coaching and WFM. Audit-ready trail running on every interaction.
30 FTE
Saved in QA
~£1m
Year-one saving
+3%
Agent engagement
FinServ + GI · Advisor AI
Wrap gone. Sales line lifted.
Auto Summary replaced manual after-call work; Auto Guidance powered conversion uplift on every inbound call. Same agents, more revenue, less risk.
£1.1m
Wrap saving/yr
+20%
Sales uplift
+10%
CX & NPS
The £ value
The number behind the pitch. Live.
Move the dial. See what MOJO-CX returns against what you'd spend. Indicative model, validated against the case studies above.
Your contact centre
Set the size of your operation. Pick the stack. The model updates live.
Book a demo with these numbers →£6.35m
Saved or generated · annualised
QA headcount reduction£1.00m
Team leader productivity£750k
AHT & wrap reduction£1.10m
Sales uplift (Auto Offers + Guidance)£2.00m
Workflow automation£1.00m
MI & analyst backlog retired£500k
12×
Return on the full stack
£510k
Annual spend · MOJO-CX
£6,350 saved per agent / year · £510 spent per agent / year.A 10× return on the full stack, before compounding.
First 90 days
Live in days. Business impact in weeks.
Four checkpoints across one quarter. Each one delivers something measurable to a CC leader's daily report, not a slide. No multi-year integration. No heavy professional services. No excuses left.
Day 0 – 14 · Connect & observe
Auto Summary live for first team
- Connected to your telephony / CCaaS
- Auto Summary running · wrap drops visibly day 2
- First operator dashboard live
Day 15 – 45 · Score & diagnose
100% Auto QA across every queue
- Analyst AI Auto Discovery report on your desk
- Top 3 hotspots named, sized, owned
- Transformation target areas prioritised
Day 46 – 90 · Coach & convert
Coaching at 5× cadence. Conversion lifting.
- Auto Coaching live on bottom quartile
- Auto Guidance on highest-impact agent groups
- Consumer Duty evidence trail running
- First payback month closed in the books
Day 90 + · Scale & compound
Scale to next queues, sites, outsourcers
- Next Best Action tuned to top campaigns
- QA models bespoke to your risk register
- Each quarter: another assistant, another lift
Pricing
Simple. Per-agent. Bundled to compound.
Pick the assistants that matter most. Add the others when the value compounds, and it always does. 24-month term. Billed annually up-front. Often 70% cheaper than the alternative.
Any one assistant
£22.50/agent/mo
Choose Advisor, Leader or Analyst AI. Full platform access. Single-assistant velocity.
- Full platform access
- Continuous KPI measurement
- Standard onboarding
- Voice, chat, email, video
- 40+ languages · transcription included
Any two assistants
£35/agent/mo
Cross-assistant data flows. Compounding ROI from week 4.
- Any two of Advisor, Leader or Analyst AI
- Cross-assistant data flows
- Priority onboarding
- Compounding ROI
- All channels, all languages
Full stack
£42.50/agent/mo
Advisor + Leader + Analyst AI. Every KPI, every group, every assistant. Best £/agent economics in market.
- Advisor + Leader + Analyst AI
- All 36 KPIs, all 6 drivers
- White-glove onboarding
- Maximum compounding value
- Consumer Duty evidence trail
- Dedicated success engineer
Every tier includes all Core platform features. Assistant features are exclusive to the AIs on your licence, Advisor AI's stay with Advisor AI, Leader AI's with Leader AI, Analyst AI's with Analyst AI.
+£8agent / mo
Translation
Real-time translation across 40+ languages, added to any tier. Transcription is always included as standard.
One-offfixed fee
Analyst AI Auto Discovery
A full diagnostic across all six performance drivers before you commit to anything, credited in full against your year-one licence. It pays for itself before the contract is signed.
70% cheaper
than the alternative stack
<90 days
ROI payback, typical
Credited in full
Auto Discovery fee, credited against your year-one licence
Why now
Every quarter you wait is £790k walking out the door.
Based on a typical 500-seat deployment on the full stack. Figures are illustrative.
The risk isn't getting MOJO-CX wrong. The risk is staying with the status quo for another quarter.
Day 2
First wins on the board.
Wrap drops from day 2. Auto Summary and 100% Auto QA are live before your next board meeting. The pitch pays for itself before procurement closes.
<90 days
Net-positive cashflow.
Most clients see payback inside the first quarter, compounding monthly thereafter. The CFO stops asking questions.
−70%
Versus the legacy stack.
Per-agent SaaS. Costs amortised. No multi-year integration project. Three line-items retired, one bill replaces them.
Outcomes mapped
Not sure what you need? Auto Discovery finds your value.
Every business has different priorities. Analyst AI's Auto Discovery maps your data to the assistants and features that move your needles fastest, across all six performance drivers.
EfficiencyKill wrap with Auto SummaryAdvisor AI
QualityReduce overheads with Auto QALeader AI
ExperienceLift CSAT with Auto GuidanceAdvisor AI
EngagementCoach the floor with Auto CoachingLeader AI
ValueIdentify lost value with Auto InsightsAnalyst AI
RiskQuantify vulnerability with Auto Risk DetectionAdvisor AI
Step 01
Analyst AI Auto Discovery
2 weeks · credited in full against year one
The diagnostic. Analyst AI maps your data to the assistants that move your needles fastest. Pick up to six outcomes.
Step 02
Proof of Value
4 – 12 weeks · zero commitment until you see the numbers
A tailored PoV built around your chosen outcomes. Measurable. Repeatable. Reversible at every stage.
The end state
Your contact centre, 12 months from now.
Efficiency
Wrap killed. 1,200 hours of agent capacity back per 1,000 agents, every week.
Quality
100% Auto QA running. QA headcount redeployed to coaching and WFM.
Engagement
Coaching at 5× cadence. Speed-to-competency down 30%. Regrettable attrition trending down.
Value
Sales line lifting +20%. Retention +10%. Same headcount, more revenue.
Risk
Consumer Duty evidence trail running on every interaction. Audit fear, gone.
The bottom line
Cost-to-serve down. Margin up. Board calmer. £3.18m per 500 agents, compounding.
Wrap savedQuality scoredRisk surfaced
Or pilot one queue, 90 days →Security & trust
Audit-ready. Live.
Every claim verifiable in real time. SOC 2, ISO 27001, ISO 42001 and the rest aren't on a static slide, they're monitored continuously and published the moment they change. Bring procurement, bring InfoSec, bring legal.
ISO 27001ISO 42001ISO 9001ISO 22301PCI DSSSOC 2HIPAA
FAQ
Questions a CFO, COO and FCA would ask.
Short answers. Real numbers. If yours isn't here, ask it on the demo call.
MOJO-CX® is an agentic AI platform for contact centres. It scores every interaction across six performance drivers and 36 KPIs in real time, voice, chat, email and video, and ships three named assistants: Analyst AI (diagnoses), Leader AI (coaches) and Advisor AI (converts).
Speech analytics surfaces transcripts. Point QA tools score samples. MOJO-CX is a single platform that scores 100% of conversations, coaches agents after every call, and prompts the next best action live. Three legacy line items retired from the stack.
Auto Summary is live in under four weeks. 100% Auto QA across every queue lands by day 45. The first payback month is closed inside the first 90 days.
From £22.50 per agent per month for a single assistant. £35 for any two. £42.50 for the full Advisor + Leader + Analyst AI stack. 24-month term, billed annually up-front. Often 70% cheaper than the competition.
Core platform features, transcription, desktop app, events, screen capture, call storage & query, Data API, AI Builders and forms, are included in every deployment. Assistant features are exclusive to the AI on your licence: Auto Summary, Guidance, Offers and Risk Detection ship with Advisor AI; Auto QA, Coaching, Calibration and the Daily Digest with Leader AI; Auto Discovery, Insights and Measurement with Analyst AI. Translation is a +£8/agent/month add-on on any tier.
On a 500-agent contact centre, MOJO-CX delivers £3.18m in annualised savings and uplift against £255k spend. Payback typically inside 90 days. 10× return on the full stack before compounding.
Yes. Every vulnerable-customer moment, disclosure and escalation is captured, scored and timestamped on every interaction. The audit-ready evidence trail is generated automatically, the trail the FCA expects.
Voice, chat, email and video. Fluent in 40+ languages with 95%+ dialect coverage. Global deployments across FS, healthcare, telecoms and insurers.
ISO 27001, ISO 42001, ISO 9001, ISO 22301, PCI DSS, SOC 2 and HIPAA.
Book a demo
Let's make every conversation valuable.
30-minute call. Bring one queue's data, we'll show you the leaks, the £ at stake, and exactly how the first 14 days play out for your floor.
✓30 minutes · live demo · with a CC operator on the line
✓NDA available on request · bring your data
✓Indicative £ model returned within 48 hours
✓No procurement cycle. Reversible at every stage.
✓Prefer to start small? 2-week Auto Discovery, credited in full against year one.