ChorusCX

• AI-powered customer experience automation for streamlining interactions and routine service tasks
• Omnichannel communications across voice, chat, email, SMS, and other customer channels
• AI-powered call transcription, scoring, sentiment analysis, topic detection, and conversation analytics
• Automated quality assurance with configurable scorecards and interaction-level performance evaluation
• Workforce management for scheduling, forecasting, adherence tracking, and operational planning
• Real-time agent guidance, scripting, knowledge bases, coaching, and interaction recommendations
• Intelligent call routing with skills-based routing, dialer capabilities, and queue callbacks
• Unified communications supporting telephony, messaging, video calls, and team collaboration
• Centralized number and fax management with call recording and secure communication workflows
• Managed CX services with 24/7 technical support, monitoring, maintenance, and deployment assistance

What Is ChorusCX?

ChorusCX is a cloud-based customer experience management platform that brings communications, contact center technology, AI-powered intelligence, workforce management, analytics, agent guidance, and managed services into a unified environment.

The platform was introduced as a unified company in 2026, combining the capabilities and technology heritage of Invosys, DVSAnalytics, and Infinity CCS. ChorusCX is designed to help businesses manage customer interactions and contact center operations through a consolidated technology stack.

Customer Experience Management

ChorusCX provides tools for managing customer interactions from initial contact through post-sale support. Its platform combines communications, automation, analytics, knowledge management, workforce optimization, and customer service technologies.

Omnichannel Customer Communications

The CX platform supports omnichannel communications so businesses can manage customer interactions across multiple channels. Depending on the selected configuration, this can include voice, chat, email, and SMS.

Intelligent Call Routing

ChorusCX provides intelligent and skills-based call routing. Interactions can be directed according to available agent skills and routing rules, helping contact centers organize incoming customer traffic.

Queue Callback

The Queue Callback feature gives customers the option to request a callback instead of remaining on hold. This provides an alternative to waiting in a traditional call queue.

AI-Powered Automation

ChorusCX uses AI-powered automation to streamline customer interactions and reduce repetitive manual work. AI capabilities are integrated into areas such as conversation analysis, quality assurance, agent guidance, and customer interaction management.

AI Call Intelligence

AI Insights provides post-call intelligence without requiring businesses to replace their existing telephony platform. Organizations can export recordings from existing systems and upload them to ChorusCX for AI-powered analysis.

Call Transcription

ChorusCX can generate searchable transcripts from uploaded customer calls. The transcription workflow provides a text representation of interactions that can then be used for quality analysis, search, scoring, and compliance review.

AI Call Scoring

AI Insights supports automated scoring using configurable quality assurance scorecards. Businesses can define evaluation criteria and apply those scorecards across recorded interactions rather than relying only on manual sampling.

Conversation Analytics

ChorusCX Conversation Analytics uses automatic speech recognition and AI-powered analysis to evaluate customer-agent interactions. It can identify trends, topics, sentiment changes, and performance patterns across conversations.

Sentiment Analysis

The platform analyzes customer conversations for sentiment patterns, including sentiment changes throughout an interaction. This information can help contact center teams identify conversations that require additional attention or coaching.

Topic Detection

Conversation Analytics can detect topics and trends across customer interactions. Teams can create categories around specific words and phrases so important conversations, such as potential compliance risks or customer concerns, can be identified more quickly.

Agent Performance Analytics

ChorusCX provides analytics for measuring agent performance across customer interactions. Managers can use conversation data, quality scores, trends, and benchmarking information to identify coaching opportunities and monitor performance.

Automated Quality Assurance

The platform supports automated quality assurance across customer interactions. Instead of evaluating only a small selection of calls manually, AI-based scoring can be applied to a broader set of interactions.

Compliance Monitoring

AI Insights can identify potential compliance and regulatory risks within recorded interactions. The platform also provides transcript-linked scoring and evidence that can be used during quality and compliance reviews.

PCI Redaction

ChorusCX AI Insights includes PCI redaction capabilities designed to protect sensitive payment information contained within customer recordings and transcripts.

Agent Guidance

The Guidance and Knowledge capabilities provide agents with scripts, knowledge resources, workflows, and recommendations during customer interactions. These tools are designed to help agents follow consistent processes while accessing relevant information.

Real-Time Recommendations

AI-powered guidance can provide recommendations during customer interactions. This allows agents to access contextual assistance while handling customer requests instead of relying exclusively on post-call review.

Knowledge Base Integration

ChorusCX supports knowledge base integration so agents can access relevant information during customer conversations. Knowledge resources can be incorporated into guided workflows to support consistent responses and processes.

Automated Coaching

The platform provides automated eCoaching capabilities that can deliver coaching content based on information identified by conversation analytics. This connects interaction analysis with agent development and performance management.

Workforce Management

ChorusCX includes workforce management capabilities for contact center operations. These tools support scheduling, forecasting, adherence tracking, and workforce planning based on interaction demand and operational requirements.

Schedule Adherence

Real-time schedule adherence tracking allows managers to monitor whether agents are following planned schedules. This provides operational visibility that can be used alongside broader workforce and performance data.

Forecasting

Workforce management tools can use interaction patterns and operational data to support staffing forecasts. This helps organizations plan resources according to expected customer demand.

Unified Communications

ChorusCX provides unified communications capabilities covering telephony, messaging, video calls, and team collaboration. The platform supports remote, hybrid, and in-office work environments.

UCaaS

The Unified Communications offering provides cloud-based communication capabilities for organizations looking to consolidate business communications. ChorusCX also provides hybrid UCaaS options designed to support businesses transitioning from legacy systems.

Number Management

ChorusCX includes centralized number management for controlling and routing voice numbers through the cloud. Organizations can manage communication numbers from a centralized environment.

Fax Management

The Number Manager and Faxing module provides centralized fax workflows alongside voice-number management. Features include fax-to-email functionality and integrated fax handling.

Call Recording

Call recording is available across relevant ChorusCX communication and contact center modules. Recorded interactions can support quality management, training, compliance, analytics, and customer service review.

Complete Interaction Playback

Productivity Management provides interaction playback capabilities that can combine audio, desktop activity, and transcripts. This gives supervisors a more complete view of an interaction when reviewing agent performance.

Reporting and Analytics

ChorusCX provides reporting and analytics across its customer experience and workforce modules. Businesses can monitor operational metrics, interaction trends, quality performance, and customer experience indicators.

CX Metrics

The platform provides tools for monitoring customer experience metrics such as CSAT, NPS, and FCR. These measurements can be used alongside operational and interaction data to track customer service performance.

Real-Time Monitoring

ChorusCX provides real-time visibility into operational activity and customer interactions. Monitoring capabilities can help supervisors identify important conversations, staffing issues, performance changes, and service trends.

AI Insights Without Telephony Replacement

One feature of AI Insights is its ability to work with existing telephony environments. Businesses can export recordings from platforms such as Avaya, Mitel, NEC, or Cisco and upload them for AI-powered analysis without replacing their current telephony infrastructure.

Flexible AI Insights Pricing

AI Insights uses a consumption-based pricing model. Organizations can start with a smaller volume of analyzed calls and scale usage according to their requirements rather than committing to a fixed platform replacement.

Managed Services

ChorusCX offers managed services for organizations that want assistance with customer experience technology, deployment, maintenance, monitoring, and technical support.

24/7 Technical Support

The managed services offering includes round-the-clock technical support. ChorusCX provides global support coverage intended to help organizations maintain their CX infrastructure and resolve operational issues.

Deployment and Maintenance

Managed services can include installation, ongoing maintenance, proactive monitoring, and technical support. These services are designed for organizations that prefer assistance with the operational management of their CX environment.

Disaster Recovery

ChorusCX’s unified communications offering includes disaster recovery capabilities as part of its approach to business continuity and communication reliability.

Security and Compliance

ChorusCX provides security-focused features across its platform. AI Insights identifies PCI DSS, SOC 2, and GDPR-aligned capabilities and includes PCI redaction for sensitive information within analyzed calls.

Small and Mid-Sized Businesses

ChorusCX provides contact center capabilities for small and mid-sized businesses, including omnichannel communications, call recording, workforce scheduling, automated quality assurance, and managed technical support.

High-Volume Contact Centers

The platform is also designed for high-volume contact centers that need skills-based routing, workforce optimization, quality management, agent guidance, and analytics across large numbers of daily interactions.

BPO Operations

Business process outsourcing providers can use ChorusCX to manage multiple client programs from a unified environment. BPO-focused capabilities include multi-client quality assurance, workforce management, agent coaching, centralized number management, and client-ready reporting.

Sales Teams

ChorusCX can support sales teams through customer interaction analytics, call intelligence, performance monitoring, and communication capabilities. These tools provide organizations with additional information about customer conversations and agent activity.

Customer Service Teams

Customer service organizations can use the platform to manage omnichannel interactions, provide agents with knowledge and guidance, evaluate conversations, and monitor customer experience metrics.

Scalable Modular Platform

ChorusCX is organized into modules that businesses can combine according to their requirements. This modular approach covers CX, productivity management, unified communications, guidance and knowledge, number management, faxing, and managed services.

Platform Consolidation

The platform is designed to consolidate multiple CX technologies under one vendor. Organizations can combine communications, analytics, workforce management, guidance, and managed services instead of maintaining separate systems for each function.

Frequently Asked Questions

What is ChorusCX?

ChorusCX is a cloud-based customer experience and contact center platform combining omnichannel communications, AI-powered analytics, workforce management, agent guidance, quality assurance, number management, and managed services.

When was ChorusCX launched?

ChorusCX was officially announced as a unified company and platform on April 13, 2026. The platform brings together technology and expertise from Invosys, DVSAnalytics, and Infinity CCS.

How much does ChorusCX cost?

ChorusCX states that its broader CX solutions start at $3 per user per day. Specific pricing can vary by module, configuration, usage, and business requirements.

Does ChorusCX use AI?

Yes. ChorusCX incorporates AI across areas including automation, call transcription, quality scoring, sentiment analysis, topic detection, conversation analytics, agent guidance, and customer experience intelligence.

What is ChorusCX AI Insights?

AI Insights is a call intelligence solution that analyzes recordings from existing telephony environments. It provides transcription, automated scoring, sentiment and topic analysis, compliance detection, PCI redaction, and performance insights without requiring a telephony platform replacement.

Does ChorusCX provide call transcription?

Yes. ChorusCX can transcribe recorded calls and make the resulting conversations searchable. Transcripts can also be used for AI scoring, conversation analytics, compliance review, and agent performance analysis.

Does ChorusCX support omnichannel communications?

Yes. Its CX platform supports omnichannel communication capabilities covering channels such as voice, chat, email, and SMS, depending on the selected configuration.

Does ChorusCX provide workforce management?

Yes. ChorusCX includes workforce scheduling, forecasting, real-time schedule adherence tracking, and other productivity management capabilities for contact center operations.

Does ChorusCX provide AI quality assurance?

Yes. ChorusCX can apply automated AI scoring and configurable quality scorecards across customer interactions, helping organizations evaluate a larger proportion of calls than manual sampling alone.

Does ChorusCX offer managed services?

Yes. Managed services include 24/7 technical support, monitoring, installation, maintenance, and assistance with customer experience technology and infrastructure.

Who uses ChorusCX?

ChorusCX serves businesses, contact centers, small and mid-sized companies, BPOs, sales teams, customer service organizations, and other teams managing customer interactions and communications.

Share Your Experience: