{"id":346909,"date":"2025-12-05T12:54:41","date_gmt":"2025-12-05T17:54:41","guid":{"rendered":"https:\/\/www.concentrix.com\/?p=346909"},"modified":"2025-12-12T15:10:49","modified_gmt":"2025-12-12T20:10:49","slug":"concentrix-wins-brandon-hall-award-for-best-advance-in-generative-ai-for-business-impact","status":"publish","type":"post","link":"https:\/\/www.concentrix.com\/about\/news\/press-release\/concentrix-wins-brandon-hall-award-for-best-advance-in-generative-ai-for-business-impact\/","title":{"rendered":"Concentrix Wins Brandon Hall Award for Best Advance in Generative AI for Business Impact"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"346909\" class=\"elementor elementor-346909\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-485e6d6 e-flex e-con-boxed e-con e-parent\" data-id=\"485e6d6\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-928b4d6 elementor-widget elementor-widget-text-editor\" data-id=\"928b4d6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Concentrix Wins Brandon Hall Award for Generative AI Innovation<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2af80fe elementor-widget elementor-widget-text-editor\" data-id=\"2af80fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>NEWARK, Calif. (December 4, 2025)<\/strong> \u2013 Concentrix, a global leader in customer experience (CX) transformation, has received the <em>Brandon Hall Group Excellence in Technology<\/em> award for Best Advance in Generative AI for Business Impact.<\/p><p>The recognition highlights Concentrix\u2019s development of iX Hero\u2122, an <em>agentic AI<\/em> solution designed to improve customer experience and operational efficiency across contact centers.<\/p><p>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.<\/p><h3>What is iX Hero?<\/h3><p>iX Hero is Concentrix\u2019s flagship agentic AI assistant built to improve customer interactions and agent performance. It provides real-time coaching, personalized prompts, automated documentation, and workflow recommendations.<\/p><p>The system integrates with existing CRM and service systems and learns from both structured and unstructured data sources to support agents during live interactions.<\/p><p><strong>Core Capabilities<\/strong><\/p><ul><li>Real-time customer intent detection<\/li><li>Knowledge surfacing and suggested responses<\/li><li>Automatic call summarization<\/li><li>Post-interaction quality scoring<\/li><li>Smart recommendations to reduce handle time<\/li><\/ul><h3>Demonstrated Improvements from iX Hero<\/h3><p>Organizations implementing iX Hero have reported significant operational and customer experience gains, including:<\/p><ul><li>22% reduction in average handle time (AHT)<\/li><li>13.5% increase in customer satisfaction (CSAT)<\/li><li>Faster onboarding and training for new agents<\/li><li>Higher first-contact resolution rates<\/li><li>Increased operational consistency<\/li><\/ul><p>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.<\/p><h3>Why This Award Matters<\/h3><p>The Brandon Hall Excellence Awards celebrate organizations that successfully deploy technology to improve business operations. Concentrix\u2019s recognition underscores its position as a leader in enterprise-scale AI innovation and CX modernization.<\/p><p>The award validates the strategic importance of combining AI, personalization, and workflow automation to transform customer service operations.<\/p><h3>Call to Action<\/h3><p>To learn more, explore product details, or request a demo: <a href=\"https:\/\/www.concentrix.com\/ix-hero\/\"><strong>Visit the iX Hero product page<\/strong><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Transforming contact centers with in-the-moment AI support and measurable business outcomes<\/p>\n","protected":false},"author":36,"featured_media":346910,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"footnotes":""},"categories":[39,485,231,1926],"tags":[170,286,1182,2103,2105,4435,4436],"class_list":["post-346909","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-press-release","category-awards","category-award","category-1926","tag-customer-experience","tag-contact-center","tag-generative-ai","tag-agentic-ai","tag-ix-hero","tag-brandon-hall-awards","tag-business-impact"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v26.6) - 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