The result is a business making decisions on anecdote rather than evidence, with real risk hiding in the 97% of calls nobody ever hears.

CX Score is an AI engine that analyses every call, not a sample. It scores sentiment, resolution, and friction on 100% of conversations, then rolls that into a clear CX score and trend over time.

Instead of guessing whether experience is improving or slipping, teams get a direct answer, along with the root causes behind it. CX Score shows which topics or call types are dragging scores down, where escalations cluster, and whether issues are actually being resolved or just closed out.

Inconsistent service across distributed teams. When call handling happens across multiple sites, offices, or remote agents, quality standards tend to drift. CX Score applies the same scoring to every call regardless of location, giving a single, consistent view instead of a patchwork of self-reported numbers.

No visibility into CX trends. Without a scored history, it’s impossible to tell whether experience is trending up or down. CX Score tracks the trend daily, so declining experience surfaces early rather than after it shows up in churn or complaint volume.

Difficulty proving ROI on CX investment. Service leaders are regularly asked to justify CX spend without hard evidence. A measurable score and trend line turns that conversation from opinion into data.

Compliance and risk flagging. CX Score scans every call for complaint language, distress signals, and risk-related phrases the moment they’re spoken, rather than relying on staff to remember to escalate manually.

Repeat contact reduction. By linking call outcomes back to root causes, CX Score helps identify why customers are calling back for the same unresolved issue, so teams can fix the actual problem instead of the symptom.

Managers get a team-wide sentiment dashboard, score breakdowns, and trend reporting, so they can see where quality is slipping before it becomes a bigger issue.

Agents get per-call sentiment scores and post-call transcriptions, turning every conversation into a coaching opportunity rather than a mystery.

Customers get the outcome that matters most: issues that actually get resolved, not just logged and closed.

Voice remains the least measured channel in most customer service operations. Teams have detailed reporting on tickets, chat, and email, but the highest-stakes conversations, the ones happening by phone, are still evaluated on a tiny manual sample or not at all.

Businesses that start scoring every call now build a body of evidence their competitors don’t have. That means faster identification of coaching gaps, earlier detection of compliance risk, and a stronger case for CX investment built on data instead of anecdote.

CX Score turns voice, your least measured channel, into your most provable source of customer experience insight. Instead of sampling 3% of calls and hoping the other 97% are fine, you get a full, evidenced picture of what’s actually happening on the phone.

Ready to see it in action? Request a walkthrough with Akixi and find out what your calls are really telling you.

What does CX Score actually measure?
CX Score analyses every call for sentiment, resolution, and friction, producing a clear CX score and trend, along with the topics and drivers behind changes in that score.

How is CX Score different from manual QA?
Manual QA typically reviews 1 to 3% of calls. CX Score scores 100% of calls automatically, so nothing relevant gets missed due to sampling.

Does CX Score require changes to existing phone systems?
No. CX Score is designed to work alongside existing call handling setups without requiring infrastructure changes.

Who uses CX Score within a business?
Managers use it for team-wide sentiment dashboards and score breakdowns. Agents use it for per-call sentiment scores and transcriptions to support coaching and self-review.

What kind of organizations is CX Score suited for?
CX Score fits businesses where voice is a meaningful part of customer experience, including healthcare, financial services, retail, legal, recruitment, and other distributed or inbound-critical service teams.