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PumpCX

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PumpCX is an independent contact center testing and CX assurance company. It runs synthetic customer journeys and agent sessions through live systems, before go-live and in production, from outside the platforms being tested, across AI agents, IVR, voice, digital and messaging. Each journey runs against a known correct outcome, so a result is a pass or a fail rather than an interpretation, and teams know how a journey will behave before a customer meets it. The caller is synthetic. The test isn’t. Only the customer and agent are manufactured. The evidence is real. PumpCX works with enterprises where a broken customer journey carries financial, regulatory or reputational consequence: insurance, banking, government, healthcare, telecommunications and retail. Inside those organizations it is used by CX and contact center leaders protecting service quality as automation takes over more of the journey, by QA and engineering teams who need release confidence without slowing delivery, and by CIO, risk and compliance functions who have to answer for how an AI contact center behaves. The company has been doing this for over ten years. That heritage is contact center quality assurance in its oldest and least glamorous forms: IVR menus, call routing, telephony, load and concurrency, audio quality, numbers that ring in one country and fail in another. Those failures did not disappear when AI arrived, they magnified. PumpCX carries the same discipline into AI CX testing, and the AI assurance is built into the core platform rather than sold as a separate module or acquired and bolted on. Independence is critical. PumpCX does not build the AI agents, the bots, the IVR or the contact center platform it grades. The result is one assurance layer that stays constant through a contact center migration, a model change or a vendor swap, rather than a set of vendor-supplied test tools each grading its own work. PumpCX is platform agnostic and is a NICE 360 technology partner and is listed on the Genesys AppFoundry.

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