MOJO-CX©
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About
MOJO-CX© by TMAC is a contact center software platform that empowers agents with tools to improve customer experience and drive revenue. It offers three core modules: Listen (conversation analytics), Act (journey orchestration), and Learn (performance management). The platform analyzes conversations across all channels (voice and digital), providing insights into customer demand, agent performance, and areas for improvement. MOJO-CX© claims to increase net promoter score, employee engagement, and customer lifetime value, while reducing complaints and compliance issues. It integrates with existing software and systems and is GDPR compliant. The company emphasizes its rapid deployment time and cost-effectiveness compared to competitors.
Platform
Features
• conversation analytics
• journey orchestration
• performance management
• omnichannel
FAQs
How do you price so low?
By centralising product development and deploying faster than the rest of the market (typically in just 20% of the time), we're much more nimble than other software out there. Those cost savings are passed onto you, our customers.
How much will it cost me?
Calculate your pricing estimate over on our pricing calculator.
What's the typical commitment period?
Our standard contract length is just one year, however additional discounts are available for customers who can commit for longer.
Do you have a different cost structure for South Africa/India/Philippines?
We do, please reach out to us for a direct quote via the ‘demo’ form for more details.
How much work will this involve for our IT team to support? They just don’t have the bandwidth
Most deployments of Conversation Analytics require only a one-off automated script writing that will send your calls to us via a secure channel. In most cases this takes less than one days’ worth of work.
Do you lock-in my data like other providers?
We know how annoying it can be when a platform doesn't let you export your data for further manipulation/aggregation with your other business systems. We never lockdown your data and make exporting easy.
Do you plug-in to my current software and systems?
Thanks to the way we've built our products we easily integrate with just about any system that you use alongside any manual/human processes that capture data. Get in touch to discuss our tech.
How can the system be used to align with script adherence?
Monitoring for script adherence is one of the simplest use cases for speech analytics as it’s the same key words and phrases that are read out the customer each time. We build what we call an “Event” within the Listen module – the Event is made up of all of the key words and phrases used within the call script. Our ability to accurately identify if the script was said will be high as we will be feeding in potentially 15 or 20 different phrases to identify the script, not just one or two phrases.
What would be some key use cases to drive the most value?
• Identifying missed opportunities for upsell / cross-sell • Identifying what top performing agents do differently to weaker performers • Identifying opportunities to improve CX and reduce customer effort (what’s driving repeat demand, complaints, confusion, frustration etc) • Reducing or handling demand more effectively (what’s driving channel shift, self-serve failures etc) • Monitoring for script adherence (regulatory, compliance etc)• Automating QA • Increasing FNOL • Vulnerable customer identification • Call handling improvements (did the agent apologise when something has gone wrong, did they show empathy on Claims calls, are they framing the benefits of the products correctly, their use of positive and negative language etc)
What about words unique to my business/industry? Can the system detect them too?
Over-time our Conversation Analytics becomes smarter, recognising common words and terms used uniquely by your organisation. In fact, on the rare occasion that you need to correct an incorrectly transcribed word, the software will learn to transcribe it correctly next time.
How can we benchmark the accuracy of the transcription vs. other similar technologies?
We're proud of our conversation analytics - generally more accurate than Google and Amazon. When compared like-for-like, we have scored up to 93% accuracy. We benchmark ourselves against Googles ASR, however, it’s impossible to know what the transcription accuracy will be on a specific client without doing a test / pilot on your data first. The accuracy can vary significantly due to a number of factors: • Whether or not the calls are recorded in mono or stereo • Landline vs. mobile • If the customer is in a quiet office vs outside with background noise etc • Accents • How compressed the audio is • Audio format (WAV vs MP3 etc) Due to the above issues, one call could have 70% accuracy and another 20% accuracy. Clients with the highest levels of accuracy typically have stereo call recordings, use an uncompressed audio format (WAV) and a high bit rate for the audio.
What are the limits for matches in a single query? How many terms can be added?
There is no limit to the number of words, phrases or rules that can be included in a query (we call queries Events within the Listen module). Simple Events may only have 7 or 8 rules, others can have 25+ depending on what we are trying to identify within the conversations.
How does MOJO-CX© tell me what customers are saying? Tell me bit how many matches occur for input terms, but what are the things people are talking about?
The platform will transcribe 100% of your call recordings meaning that every spoken word / phrase is indexed and searchable within the platform and the number of matches for terms and phrases will depend on how many times it appears within your conversations. The Event builder within the Listen module lets you search for contact types and behaviours within your conversations. We typically build Events for: contact reasons (at multiple levels), CX indicators (complaints, escalations, confusion, frustration etc), Effort indicators (mentions of repeat contacts, mentions of long wait times etc), Agent Behaviours (did they apologise, show empathy, take ownership of the customers query) and Insight Events (product insight, competitor insight, pricing insight) – it’s not uncommon for clients to have 200+ Events listening for unique things within their conversations. This will give you a hugely granular level of detail about what’s driving demand and the experience being delivered to customers.
How does the platform compare against the more well-known solutions such as Callminer and Verint?
MOJO-CX© was born out of being frustrated and disappointed with platforms like Verint, Callminer, Nexidia etc. whilst TMAC was providing consultation work for contact centres. These longer-established platforms are typically significantly more expensive, take months to deploy (vs. weeks for our solutions) and require specialist technical resources to get the most out of them. Other platforms are very much designed by analysts for analysts meaning on top of the cost of the software, companies must recruit expensive specialist resources to drive value from them. Where they have speech analytics, it's often lackluster and inaccurate.
Are you GDPR / Data Protection Act 2018 compliant?
Yes, we only act as the data handler and as such you remain in control of your customer's data. Nonetheless we are dedicated to protecting your and your customers' data.
Job Opportunities
Data Engineer
MOJO-CX© is a contact center platform using AI-powered conversation analytics, journey orchestration, and performance management to improve customer experience and agent efficiency.
Benefits:
Uncapped commission earning potential based on company performance.
Remote working (with the option of working in our office space in the Manchester).
Private Vitality medical insurance.
Private Pension with company contributions (up to 3% matched by us).
28 days holiday plus 8 UK bank holidays. Favourable paternity/maternity leave. Additional day of holiday to utilise for charity or volunteering Give As You Earn scheme to a charity of your choice. Excellent opportunity for career progression
Experience Requirements:
strong background in ETL/maintaining data pipelines
comfortable with reading code to identify fixes and making changes
experience with manipulating audio files
exposure to transforming call centre data
Responsibilities:
Maintain build schedules so that pipelines run
Respond, Triage, and debug the pipeline when it is broken
Be part of a team responsible for deploying new features to the product platform
Reading code and writing code changes and/or modifying the monitoring set-up where necessary
Work with client teams to understand data transformations required
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