Mosaicx
Mosaicx is a private AI-native conversational CX platform serving regulated enterprises in healthcare, pharmacy, finance, and retail. It delivers automated inbound/outbound support, AI-powered messaging, and journey analytics through its WestCX Orchestrate platform, with deep EHR and CCaaS integrations.
- Company typePrivate
- Founded1980
- HeadquartersCambridge, United States
- Headcount251–500
- GTM typeB2B
- OfferingSoftware
What Mosaicx does
Mosaicx, operating under legal entity CX360, Inc., is a private conversational AI and customer experience platform vendor headquartered in Cambridge, Massachusetts, with a workforce of 251-500 employees. The company sells AI-native software to enterprise customers in regulated industries, primarily healthcare, pharmacy, financial services, and retail, with flagship deployments including the 988 Suicide & Crisis Lifeline in partnership with Vibrant Emotional Health. Its product suite consists of three core modules, Engage (automated inbound and outbound support via streaming speech-to-speech AI virtual agents), OUTREACH (bi-directional AI-powered messaging campaigns across SMS, MMS, RCS, email, web chat, video, and physical mail), and INSIGHTS360 (end-to-end interaction analytics and journey insights), all orchestrated on the WestCX Orchestrate AI-native platform with LinguaAI providing real-time multilingual support across 100+ languages.
Mosaicx's technology stack includes proprietary intent detection, generative AI within governed guardrails, real-time sentiment and tone analysis, agentic AI for autonomous task execution (appointment scheduling, prescription refills, bill pay, insurance verification), and pre-configured journey libraries tailored to regulated use cases. The platform is differentiated by deep native integrations with dominant EHR systems (Epic, Oracle Cerner, athenahealth, eClinicalWorks, MEDITECH, NextGen, Allscripts), CCaaS providers (Genesys, Five9, Amazon Connect, Webex), and financial core platforms (Jack Henry, Fiserv), and is built to meet HIPAA, HITRUST r2, SOC 2 Type II, PCI DSS, and TCPA compliance requirements. Scale metrics include 1.1B+ annual inbound call minutes, 1.5B+ outbound notifications, 2.3B orchestrated interactions, and 122M lives engaged, with reported client outcomes of 40-60% call containment, 80% inbound call automation, 35% fewer no-shows, and 41% lift in preventive care screening.
Mosaicx operates a sales-led enterprise go-to-market with a direct field sales team and inside solution specialists, quote-based pricing with annual billing cadence, and a 90-day enterprise implementation model. Revenue combines recurring platform subscriptions with usage-based or transactional components, with the company describing a "pay only for productive time" model with no overhead fees. Distribution relies on direct enterprise sales supplemented by technology partner channels through EHR and CCaaS ecosystems; no self-service or marketplace channel is offered. Marketing is executed through content (blog, case studies), the "No Hold Time" podcast, webinars, industry events (Becker's Health IT), and earned media (Forbes, VentureBeat, Solutions Review). Ownership and revenue figures are not publicly disclosed.
Mosaicx firmographics
Firmographics- Name
- Mosaicx
- Legal name
- CX360, Inc.
- Website
- https://mosaicx.com
- Company type
- Private
- Founded year
- 1980
- Operating status
- Operating
- Headcount range
- 251–500 employees
- Short description
- Mosaicx is a private AI-native conversational CX platform serving regulated enterprises in healthcare, pharmacy, finance, and retail. It delivers automated inbound/outbound support, AI-powered messaging, and journey analytics through its WestCX Orchestrate platform, with deep EHR and CCaaS integrations.
- Ownership category
- akta.pro rank
Mosaicx industry classification
Industry- Product category
- Conversational AI Customer Experience Platform
- NAICS
- Custom Computer Programming Services (541511), Telephone Call Centers (56142)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC)
- akta.pro secondary industries
- Customer Experience (CX) & Digital Experience (BPAHAEAC), iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)
Keywords
Where Mosaicx is headquartered
LocationHeadquarters
- HQ city
- Cambridge
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
Mosaicx business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure
Revenue model
- Enterprise Platform Licensing: AI-native CX platform subscription with configurable modules (Engage, Outreach, Insights360). Quote-based enterprise pricing with implementation and support services included in 90-day deployment model.
- Transactional/Usage-Based Pricing: Mosaicx operates as a transactional technology where customers pay only for productive time with no overhead fees, aligning costs with actual usage.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise Platform - Custom pricing based on deployment scope and usage |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels8 records
Mosaicx product offering
Product offeringCore offering
Mosaicx delivers an AI-native conversational customer experience (CX) platform that automates inbound and outbound interactions across voice, chat, SMS, MMS, RCS, email, web chat, video, and physical mail. The platform combines streaming speech-to-speech AI, natural language processing, and machine learning through three core products—Engage, OUTREACH, and INSIGHTS360—unified by the WestCX Orchestrate orchestration layer. It is purpose-built for regulated industries including healthcare, finance, and pharmacy, with built-in HIPAA, HITRUST, SOC 2, PCI DSS, and TCPA compliance.
Product overview
Mosaicx is an AI-native customer experience (CX) platform delivered through three interconnected core products — Engage, OUTREACH, and INSIGHTS360 — all powered by the WestCX Orchestrate platform. Engage handles automated inbound and outbound customer support through speech-to-speech AI and virtual agents. OUTREACH delivers bi-directional, AI-powered messaging campaigns across voice, SMS, MMS, RCS, email, web chat, video, and physical mail. INSIGHTS360 provides end-to-end analytics and journey intelligence. WestCX Orchestrate serves as the unified orchestration layer governing real-time decisioning, multilingual support (via LinguaAI), and cross-channel coordination across the entire Mosaicx product suite.
Differentiator
Problem solved
Functional benefit
Brands
- Engage: AI-native platform for automated inbound and outbound customer support with speech-to-speech AI capabilities
- Outreach
- Insights360
- WestCX Orchestrate
- TeleVox
- Mosaicx
- Mosaicx
Products and services
- WestCX Orchestrate
- Engage
- OUTREACH
- INSIGHTS360
Quantifiable outcome
- 1.1B+ annual inbound call minutes processed
- +11 more outcomes
Companies that use Mosaicx
Customer profileNamed customers2 records
Segments5 records
Ideal customer profiles3 records
Mosaicx technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration13 records
AI capability12 records
Feature7 records
Mosaicx partnerships and signals
Strategic signalPartnerships
15 partnerships are on record, tiered core and flagship.
- TwiliocoreWestCX (parent of Mosaicx and TeleVox brands) expanded RCS (Rich Communication Services) messaging capabilities through Twilio partnership, enabling secure, interactive healthcare patient engagement with 50-80% higher conversions vs SMS/email.
- EpiccoreEHR integration enabling real-time patient context, appointment scheduling, and clinical workflow automation within Epic ecosystem.
- Oracle CernercoreIntegration with Oracle Cerner EHR for seamless patient data access and healthcare workflow automation.
- athenahealthcoreEHR integration for appointment management, patient reminders, and care coordination workflows.
- eClinicalWorkscoreIntegration for patient engagement and clinical documentation workflow optimization.
- GenesyscoreCCaaS platform integration enabling intelligent routing and contact center orchestration.
- Five9coreCCaaS integration for cloud contact center automation and AI-powered customer interactions.
- Amazon ConnectcoreAWS-based contact center integration for scalable, cloud-native customer engagement.
- Jack HenrycoreFinancial services integration for banking automation, fraud alerts, and account management.
- FiservcoreFinancial technology integration for payment processing, account operations, and banking workflows.
- AllscriptscoreEHR integration supporting healthcare provider patient engagement and clinical workflows.
- MediTechcoreEHR integration for hospital and healthcare system patient communication solutions.
- NextGen HealthcarecoreAmbulatory EHR integration for specialty practice patient engagement.
- Webex (Cisco)coreCollaboration platform integration for enterprise contact center and communication workflows.
- Vibrant Emotional HealthflagshipPartnership to maintain and enhance access to the 988 Suicide & Crisis Lifeline, demonstrating Mosaicx's ability to handle critical mental health crisis support with high-volume, compliant AI-powered engagement.
Scale indicators15 records
Recent moves6 records
Expansion highlights5 records
Mosaicx competitors and assessment
Company assessmentDirect peers
- Talkdesk: Talkdesk is a cloud-native CCaaS vendor with growing investment in AI agents and vertical-specific CX solutions, including healthcare. It directly competes with Mosaicx in enterprise conversational AI for regulated industries, particularly in healthcare and financial services.
- Five9: Five9 is a leading cloud contact center (CCaaS) provider that has invested heavily in generative and conversational AI for virtual agents. It directly competes with Mosaicx in regulated-industry contact center automation and is one of Mosaicx's named CCaaS integration partners — making it both a competitor and a channel.
- Genesys: Genesys is a global enterprise CCaaS and customer experience platform with native AI orchestration, virtual agents, and journey analytics. It competes head-to-head with Mosaicx for regulated-industry AI CX deployments and is a Mosaicx integration partner, reflecting the same competitor-and-channel dynamic.
- Kore.ai: Kore.ai is an enterprise conversational AI and agent platform focused on banking, healthcare, and retail verticals. It is a direct competitor to Mosaicx's Engage and WestCX Orchestrate products in regulated-industry virtual agent deployments.
- Cognigy: Cognigy provides an enterprise conversational and agentic AI platform for customer service automation, with strong penetration in financial services and telecommunications. It competes directly with Mosaicx for AI agent deployments in regulated enterprise use cases.
- Interactions: Interactions provides conversational AI for enterprise customer service with a focus on speech and intent understanding. It is a direct competitor to Mosaicx in AI-driven voice automation for regulated industries, particularly financial services and healthcare.
- SoundHound for Service (Amelia): Amelia, the enterprise conversational AI platform acquired by SoundHound, focuses on regulated industries including banking, healthcare, and insurance. It competes directly with Mosaicx's Engage and LinguaAI capabilities, particularly on autonomous agent execution and multilingual support.
Broad incumbents
- NICE: NICE is a large incumbent CX platform offering contact center, workforce engagement, and AI-driven analytics. It overlaps with Mosaicx across contact center automation and analytics for regulated enterprises, though NICE's portfolio is broader and includes on-premises deployments Mosaicx does not address.
- Salesforce Service Cloud: Salesforce Service Cloud and Einstein GPT offer AI-powered customer service automation, agent assist, and analytics at enterprise scale. As a broad CRM incumbent, Salesforce overlaps with Mosaicx across AI CX for healthcare and financial services, though it is not a contact-center-native platform.
- Verint: Verint is an established customer engagement analytics and workforce optimization vendor with growing AI agent capabilities. It overlaps with Mosaicx's Insights360 and journey analytics offerings and is a broader incumbent competing for CX AI budget in regulated industries.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Mosaicx social profiles
Digital presenceMosaicx compliance and trust
Trust signalCompliance4 records
Mosaicx financial estimates
Financial estimateRevenue estimate
Valuation estimate
Mosaicx leadership team
Management profileNumber of profiles
Profiles1 record
Mosaicx funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Mosaicx M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Mosaicx
What does Mosaicx do?
Mosaicx delivers an AI-native conversational customer experience (CX) platform that automates inbound and outbound interactions across voice, chat, SMS, MMS, RCS, email, web chat, video, and physical mail. The platform combines streaming speech-to-speech AI, natural language processing, and machine learning through three core products—Engage, OUTREACH, and INSIGHTS360—unified by the WestCX Orchestrate orchestration layer. It is purpose-built for regulated industries including healthcare, finance, and pharmacy, with built-in HIPAA, HITRUST, SOC 2, PCI DSS, and TCPA compliance.
Is Mosaicx a public or private company?
Mosaicx is a private company. It is classified as unknown and is currently operating.
When was Mosaicx founded?
Mosaicx was founded in 1980. It employs 251 to 500 people.
Where is Mosaicx based?
Mosaicx is headquartered in Cambridge, United States, in the North America region.
How does Mosaicx make money?
Two revenue lines are on record. Enterprise Platform Licensing is the primary driver. The others are transactional/Usage-Based Pricing.
Who are Mosaicx's main competitors?
Direct peers on record are Talkdesk, Five9, Genesys, Kore.ai, Cognigy, Interactions and SoundHound for Service (Amelia). Broad incumbents are NICE, Salesforce Service Cloud and Verint.
Does Mosaicx have an API?
No public API is recorded for Mosaicx.
What industry is Mosaicx in?
Mosaicx's product category is Conversational AI Customer Experience Platform. Its primary akta.pro industry code is HDAAAFAC, Conversational AI Platforms (chat/voice bots, orchestration), with a secondary code of BPAHAEAC, Customer Experience (CX) & Digital Experience. Its NAICS code is 541511 and its SIC code is 7372.