Concentrix Wins Brandon Hall Award for Generative AI Innovation
NEWARK, Calif. (December 4, 2025) – Concentrix, a global leader in customer experience (CX) transformation, has received the Brandon Hall Group Excellence in Technology award for Best Advance in Generative AI for Business Impact.
The recognition highlights Concentrix’s development of iX Hero™, an agentic AI solution designed to improve customer experience and operational efficiency across contact centers.
iX Hero combines generative AI with advanced workflow orchestration to deliver real-time agent guidance, automated summaries, and performance insights. The award acknowledges its ability to deliver measurable business outcomes at enterprise scale.
What is iX Hero?
iX Hero is Concentrix’s flagship agentic AI assistant built to improve customer interactions and agent performance. It provides real-time coaching, personalized prompts, automated documentation, and workflow recommendations.
The system integrates with existing CRM and service systems and learns from both structured and unstructured data sources to support agents during live interactions.
Core Capabilities
- Real-time customer intent detection
- Knowledge surfacing and suggested responses
- Automatic call summarization
- Post-interaction quality scoring
- Smart recommendations to reduce handle time
Demonstrated Improvements from iX Hero
Organizations implementing iX Hero have reported significant operational and customer experience gains, including:
- 22% reduction in average handle time (AHT)
- 13.5% increase in customer satisfaction (CSAT)
- Faster onboarding and training for new agents
- Higher first-contact resolution rates
- Increased operational consistency
These improvements highlight how agentic AI can influence both customer experience and enterprise performance. The Brandon Hall Group award recognizes iX Hero as a model for how generative AI can drive measurable real-world business outcomes.
Why This Award Matters
The Brandon Hall Excellence Awards celebrate organizations that successfully deploy technology to improve business operations. Concentrix’s recognition underscores its position as a leader in enterprise-scale AI innovation and CX modernization.
The award validates the strategic importance of combining AI, personalization, and workflow automation to transform customer service operations.
Call to Action
To learn more, explore product details, or request a demo: Visit the iX Hero product page
