oneCXi Data: A Path to Smarter CX

This article explains the next innovation of oneCXi – its unified data. It follows our previous post on unified CCaaS, CPaaS, and UCaaS on oneCXi.  

The Challenge of Fragmented Data 

Organizations today struggle with fragmented customer data across disparate tools, with 54% citing it as their biggest barrier to leveraging customer insights. While 73% of customers expect businesses to understand their needs across interactions, data silos make this challenging.  

The disconnected data sources result in redundant workflows, poor understanding of customer behavior, missed personalization opportunities, and a skewed view of the customer journey. 

Beyond Structured Data & System of Records 

Traditional systems such as CRMs rely on manually entered structured data, creating delays and information gaps. The typical setup involves conversations from CCaaS platforms being sent to CRMs for record-keeping, then pushed to third-party AI platforms for analysis. This patchwork approach fails to provide a complete customer view and leads to disconnected experiences. 

Conversations as a System of Engagement 

With oneCXi, conversations themselves become the system of engagement (beyond record), eliminating the need for traditional data entry. Businesses can track every conversation - whether through voice, text, chat, or email - with real-time understanding of each touchpoint.  

oneCXi brings all conversations across the enterprise and all customer data sources into a centralized hub. Organizations can now take smarter decisions with insights from billions of conversations. Imagine doing a SWOT analysis for your business from just conversations, that too in real-time. 

The result? Transformed customer experiences that accelerate business growth. 

Core Components of oneCXi Data 

Real-Time Event Collector: Processes live customer interactions to provide a unified, real-time view of conversations across the lifecycle. 

Customer Data Lake: Aggregates structured and unstructured data from multiple sources, creating a single source of truth with up-to-date customer profiles, including real-time events, historical records, and behavioral data. 

Vector Databases: Enables advanced searches, contextual data matching, and intelligent data linking, enhancing data retrieval and insights from all customer data sources. 

Enterprise Integration: Connects seamlessly with CRM, ERP, Helpdesk, and core business apps to ensure consistent data flow and synchronize customer information.

Turning Data Into Action 

This is where the magic happens. Unstructured data from conversations, CRM, CDP, and enterprise apps converge to power unified experiences through four key functions:

Customer Journey Orchestration: Creates seamless experiences across touchpoints, enabling teams across departments to operate with a unified playbook.

Intelligent Workflow Automation: Analyzes unified customer data to automate routine tasks, prioritize responses, and maintain uniformity across systems.

AI-Engineered Predictive Intelligence: Turns customer data into forward-looking insights by analyzing behavior patterns and channel preferences.

Real-Time Decision Engine: Transforms every customer interaction into an opportunity by making smart, real-time decisions.

The Power of Unified oneCXi Data

Before: 

• Marketing teams worked with isolated campaign performance metrics 
• Sales maintained separate transaction records 
• Customer service managed support tickets in a disconnected system 
• Teams made decisions based on partial information, creating blind spots 

After: 

• Marketing can view support history before launching campaigns 
• Customer service has instant access to purchase records while handling returns 
• Sales teams can track which marketing campaigns attracted customers 
• All teams work from the same up-to-date customer profiles 

Business Impact

• 3X increase in conversions 
• 5X increase in customer engagement 
• 2X increase in agent productivity 
• 25% reduction in operational costs 
• 60% increase in customer retention rate 

The Future of CX: Unified Data 

By unifying fragmented data and treating conversations as a dynamic system of engagement rather than just a system of record, oneCXi enables organizations to move from reactive approaches to predictive, personalized customer experiences.  

The future belongs to organizations where every customer conversation is not just informed but truly transformed.