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Customer experience
Stop churn with intelligent customer experience software
CSG connects billing, payments, service, and behavior data so you can trigger the right message or workflow the moment something changes. Replace one-size-fits-all outreach with orchestrated actions that reduce avoidable calls, improve collections, and protect retention.
Connect the data within your stack
CSG Xponent sits above your existing stack as the decision and orchestration layer. Ingest operational and behavioral signals, apply business rules and AI models, and trigger the right next best action in real time, across channels and outcomes:
Billing systems
Customer relationship management (CRM)
Contact center platforms
Marketing automation
Service management tools
Solutions
Knowing your customer is table stakes, acting fast is the advantage
Orchestrate omnichannel communications from one platform
Manage SMS, RCS, MMS, email, voice, web, and print with centralized controls, approvals, and measurement.
Trigger outreach when a payment fails, a bill changes, or a case status updates
Send proactive updates during outages, service issues, and restoration windows
Personalize content using live account and eligibility data
Apply governance with built-in approvals, auditability, and compliance controls
Tie results to collections, call reduction, churn, and other outcomes that matter
Capabilities
Built for enterprise CX teams who need control and proof
CSG Xponent is designed to work with your existing stack while adding a decision layer that supports governance, compliance, and measurable outcomes.
Customer Journey Orchestration (CJO)
Design rule-based and AI-assisted journeys that adjust based on behavior, non-response, and status changes.
Behavioral Customer Profiles
Unify structured and unstructured data into a live customer state your teams can trust.
Omnichannel Engagement
Coordinate consistent conversations across SMS, RCS, MMS, email, IVR, web, and print with centralized controls.
Deploy without disrupting your stack
Modernizing customer experience shouldn’t require rebuilding your ecosystem.
CSG Xponent works with your existing systems such as billing platforms, CRM, contact center tools, marketing automation, and data infrastructure, without a rip-and-replace approach.
Connect via APIs or leverage 150+ pre-built connectors, including platforms such as Salesforce, Adobe, Genesys, HubSpot, and Marketo.
Integrate with your current CRM and marketing systems
Connect billing, service, and operational data securely
Launch high-impact use cases first—then expand
Add channels and workflows without duplicating logic
Scale across teams and regions without replatforming
Start where you are. Extend when you’re ready.
Industries
Designed for complex customer operations
Different industries have different signals, risks, and regulatory requirements. CSG Xponent helps you orchestrate action across the moments that matter most.
Results tied to revenue, retention, and cost
$27M
in annual savings to the contact center
43%
reduction in calls to the contact center
Awards
Recognized for excellence
Put a decision layer above your CX stack
If you are running billing, CRM, contact center, and marketing systems but still reacting after customers complain, you do not need another tool. You need coordination that turns operational signals into controlled, measurable action.
