CSG Xponent

CSG Xponent is a modular, AI-enabled customer engagement platform built for industries where every interaction matters.

Built on Azure, Xponent connects data, decisioning, and communication delivery so organizations can engage customers across digital, voice, print, and in-person channels. The result: smarter, more relevant conversations that reduce confusion, build trust, and drive growth.

Modules

• Data In – Ingest structured and unstructured data from CRM, BSS/OSS, CDPs, and other enterprise systems to create a real-time view of the customer.
• Profile – Build unified customer profiles enriched with insights into preferences, intent, and behavior.
• Communications – Deliver the right message at the right time across SMS, email, WhatsApp, push, IVR, contact center, print, and in-person channels.
• Decisioning – Use rules and AI-driven intelligence to recommend next-best actions for billing, care, security, and retention.
• Analytics – Measure outcomes such as DSO improvement, call deflection, fraud prevention, and NPS uplift.
• Data Out – Send enriched data back into enterprise systems and Azure services.

Use Cases

• Billing & Payments – Intelligent bill explanations, proactive reminders, and collections nudges that reduce confusion, predict risk, and improve cash flow.
• Account Security – Real-time fraud detection, risk scoring, and contextual verification to safeguard customer trust.
• Customer Care – Personalized notifications, predictive routing, and proactive updates that reduce inbound calls and improve resolution rates.
• Orders & Service – Automated updates and confirmations that guide customers through setup, activation, and issue resolution.
• Retention & Growth – Predictive churn detection, tailored offers, and loyalty rewards that keep customers engaged and increase lifetime value.

Why Xponent?

• Built for Critical Experiences: Billing, payments, care, fraud alerts, and retention - the moments that make or break the customer experience.
• Modular Flexibility: Deploy a single module or the full suite to match business priorities.
• Open & System-Agnostic: Works with existing CRM, CCaaS, and data ecosystems — no lock-in.
• Real-Time at Scale: Decisioning and personalization for millions of interactions in the moment. Azure’s event hubs and functions help Xponent manage real-time events at scale.
• AI Rooted in Reality: Practical applications designed to solve real problems and deliver measurable outcomes — not hype!