AwareX: Trailblazing the Communication Sphere with Advanced Digital Customer Services

Customer experience is one of the most critical segments of the modern-day business world. Even though the focus is always on the companies, the importance of interactions is multiplied in the digital era where users cannot see the solution providers face-to-face. Companies have to ensure that customers have positive experiences and access information easily without any hindrances. One such company that is redefining this domain and offering customer engagement solutions is AwareX.

Founded in 2016, AwareX provides leading digital customer experience solutions to the communication service provider (CSP) market. The company's cloud-native SaaS platform enables CSPs to allow their customers to utilize their channel of choice and receive a consistent, personalized, and intentional experience. Whether those customers are checking their pre-paid balance, paying a bill, reporting a problem, or buying additional products and services, the company makes sure they enjoy a rich experience.

AwareX was founded by telecom veterans who are passionate about customer experience and understand the complexities and challenges faced by CSP professionals within the ever-growing world of industrial demands. The company's 'customer-first' approach is one of the many reasons why most industry customers are attracted to the company's scalable and efficient solutions.

Redefining Communication with Digital Customer Experience

AwareX is transforming the way communication service providers engage with their customers. For years, the company's founders and key executives have watched CSPs struggle to address the complex and ever-increasing customer service needs of their large customer bases leading to high customer churn. The team saw an opportunity to help both the CSPs and their customers through a digital customer experience platform that provided rich functionality to users while increasing customer retention, lowering support costs, and increasing upsell for the CSPs.

A Passionate Leadership Pioneering Technology

Michael Matthews is the Founder and CEO of AwareX. He has served the communication industry for many years in C-level and board roles. Michael is passionate about using technology to anticipate and assist humanity (rather than the reverse). Spurred on by a profound disappointment in the effectiveness of many of the modern customer service systems, Michael has long been a pioneer in creating and championing the category of customer experience management.

Embracing 'Headless' Architecture to Power Digital Transformation

Michael presumes that AwareX builds customer engagement through UI/UX for its customers. One of the key differentiators that have enabled the company to stand out is its 'headless' architecture that isolates the service apps, web, chatbots, and other user interfaces from the business logic that drives more than 100 customer journeys. This allows the team to upgrade and enhance that business logic without impacting the UIs and vice versa.

Innovating Avant-Garde Solutions to Address the Needs of CSPs

According to Michael, AwareX is unique because it specifically addresses the needs of CSPs – not only the challenges of meeting their customers' needs for self-service but the challenge of integrating a new solution into the CSP's existing highly complex, high-availability, high-volume IT infrastructure.

He adds that the company has also built a low code, cloud-native SaaS platform, featuring industry-standard APIs that can be installed very quickly and has a low total cost of ownership compared to yesterday's "standalone app" approach.

The company is well-known for being fast to market and providing a low total cost of ownership. Michael claims that AwareX uses fully cloud-native deployments to enable the transformation of traditional consumer and B2B engagement. Also, one of the best features of the AwareX Digital Customer Engagement Suite is how fast it can be deployed. A vast majority of AwareX enablements require zero to no coding and can complete the transformation for the customer within a short period of 90 days. It shows visible results as compared to the stark contrast from the poor ROI associated with past end-to-end transformative programs.

A Success Story and A Plethora of Recognitions

Over time, AwareX has become a valued partner to its customers, reveals Michael. In most cases, the company has replaced complex, self-built systems with far less functionality, and through this process, the customers are getting several benefits in terms of increased satisfaction from their customer base. He mentions that Eugene O'Shaughnessy, the Head of Cellular One's Technology Group has recently praised the company saying, "AwareX lets us focus less on IT and more on our network and our customers." AwareX also recently received New World Report's Best Communication Customer Engagement Innovation Award for 2021 and the GameChangers 2021 Award for Customer Engagement Solution of the Year.

'Best Services' at the Helm of Future Developments

Michael opines that as digital natives become a larger part of the CSPs customer base, expectations for quality digital engagement with their CSP will continue to increase. New digital channels will emerge, and through those channels, customers will soon expect even more control. The company's products are designed for the future to enable existing and future customers to experience the best services themselves.