Built for any customer-facing operation
The workflows are configured to your categories, policies and approval paths, not fixed to one industry.
Applied product
Cortex CRM: customer operations with the governance built in.
A complete customer operations system for organisations without one, built on the same gateway, risk tiers, confidence scoring and audit as the rest of Cortex. If you already run a CRM, Cortex connects to it instead.
Every automated step carries a tier
Reads run on their own, agent actions are recorded, and sensitive actions stop for a named person.
Evidence by default
Model, version, inputs, confidence and the human decision are recorded on every case.
What Cortex CRM includes
Ten areas, from the customer record through to reporting. Where AI acts, the control level is stated alongside it.
A
Customer 360
One view of the customer
Unified profile
Identity, contact channels, verification status and customer class in a single record.
Accounts and assets
Every account, plan or tariff, balance, arrears and service status, with the equipment or assets linked to it.
Service position
The customer's location mapped to the part of your network, estate or service area that serves them, with live status. This is what links a complaint to an actual incident.
Billing history
Invoices, amounts, disputes and a consumption or spend trend over time.
Omnichannel timeline
Every interaction on every channel in one chronological view, with direction, handler and sentiment.
Privacy masking
Sensitive fields are masked by default and only opened to the roles allowed to see them.
B
Omnichannel case management
Every channel, one inbox
Agent ownedCreate, assign, update and escalate sit with the agent and are recorded.
One inbox
WhatsApp, SMS, USSD, email, voice, social, web and walk-in unified into a single conversation timeline.
Case lifecycle
Create, assign, update, escalate and resolve, with priority, category, status and a named owner.
SLA clocks
Per-case timers with a live countdown, warning and breach states, set by category and priority.
Duplicate linking
Related and duplicate cases are linked so one issue is not worked five times.
C
AI triage and agent copilot
Faster handling, human still in charge
AdvisorySuggestions are advisory. The agent owns the send button.
Auto classification
Every inbound message is classified by category, priority and suggested owner with a confidence score. Low confidence goes to a person.
Sentiment detection
Flags an unhappy or at-risk customer and raises priority automatically.
Case summarisation
A short brief on the case before the agent engages.
Next best action
Suggests the resolution step from your policy and the customer's history, grounded in approved knowledge.
Drafted replies
An editable, grounded response is prepared for the agent to review and send.
D
Incident and disruption correlation
Stop handling one fault as a hundred tickets
AutomaticCorrelation and grouping are read-only, so they run automatically.
Contact to incident matching
Incoming reports are matched against known faults, outages or service disruptions at that location.
Cluster detection
A spike of related contacts is grouped into one parent incident with the child cases attached.
Status and restoration updates
Affected customers can be updated together, with the outbound message itself risk-checked before it goes.
Root cause context
Agents see the incident, its age and the expected restoration rather than guessing.
E
Billing and payments support
The queries that generate the most heat
Approval requiredAnything that moves money pauses for a named approver.
Dispute handling
Estimated versus actual billing disputes are worked against the written policy, with the policy source shown.
Payment and balance lookups
Payments, balances and arrears are read live from your billing and payment systems.
Adjustments and refunds
Cortex prepares the adjustment with its calculation and evidence, then holds it for sign-off.
Payment plans
Instalment arrangements are proposed within policy limits and confirmed by an approver.
F
Field operations and dispatch
From the case to the visit
Approval requiredThe dispatcher confirms routing. Service cut or restore is approval gated.
Work order creation
A case becomes a field job with the address, fault type, history and access notes attached.
Scheduling and routing
Jobs are proposed to the right crew by skill, location and load, with the dispatcher confirming.
Field feedback loop
Crew updates close the loop back onto the case and the customer timeline.
Service restore and disconnect
Governed supply actions tracked to a target, for example restoration within 24 hours of a qualifying payment.
G
Knowledge and self-service
One approved source of truth
AdvisoryCustomer-facing AI answers only from approved knowledge and escalates anything sensitive.
Knowledge base
Approved policy and procedure articles that ground every answer given.
Grounded search
Agents and AI retrieve only from approved knowledge, with the source shown next to the answer.
Customer chatbot
A customer-facing assistant on the same approved knowledge, monitored for drift.
Self-service actions
Balance, status and case progress without queueing for an agent.
H
Governance, security and audit
The part most CRMs bolt on afterwards
Approval requiredMoney, service cut or restore, customer data change, mass send and regulatory replies always stop for a person.
Risk tiered actions
Reads run automatically, writes are agent owned, and high-risk actions pause for a named human.
Approvals queue
Every high-risk action arrives with full context for sign-off in one place.
Immutable audit
Every recommendation and action logged with model, version, timestamp, inputs and the human decision.
Confidence scoring
Anything the system is unsure about is routed to a person rather than guessed.
Access and privacy
Role-based access, single sign-on, privacy masking and encryption in transit. Deploys in your environment.
Regulatory replies
A reply to a regulator is its own high-risk action and always requires sign-off.
I
Command centre, reporting and analytics
What leadership actually looks at
Live dashboard
Service levels, open case volumes, live incidents, sentiment mix and queue depth, per business unit.
Operational reporting
Volumes by channel, category and outcome, first contact resolution, handling time and backlog age.
Executive briefing
A written management narrative from the numbers, not just charts.
Case quality review
Closed cases scored on empathy, compliance and completeness.
Governance reporting
What AI did, what it recommended, what a human approved or rejected, and where confidence was low.
Exports and scheduled reports
Reports delivered on a schedule to the people who need them, in the format they already use.
J
Integrations
No rip and replace
Core business systems
Billing, finance, payments and customer systems connected through the governed connector layer.
Operational systems
Metering, asset and work order systems, mapping and network or incident systems where you run them.
Contact channels
Telephony, IVR, messaging and email platforms feed the same unified timeline.
Reads and writes both governed
The CRM acts through your systems rather than replacing them, and every write is tiered and logged.
How it looks in practice
Three representative views from a Cortex CRM workspace. They show the layout and control levels, not a live product screen.
Customer 360
AO
Amara O.
Residential, verified
Balance
₦12,400
Service status
Normal
Location
Zone 4B
Open cases
1
Latest note
Reported intermittent supply yesterday. Linked to planned maintenance in the area.
Source: agent call, 08:45
Command centre
Open cases
247
SLA at risk
12
Live incidents
3
Avg sentiment
4.2
Cases closed this week
Mon
Tue
Wed
Thu
Fri
Interaction timeline
09:14 · WhatsApp
AdvisoryCustomer asked about latest bill
09:05 · Voice
Agent ownedAgent confirmed payment plan
08:47 · System
AutomaticPlanned outage notice sent
Yesterday · Email
Approval requiredDispute raised on invoice
What makes this different from a conventional CRM vendor.
Every capability runs through the same governed gateway, with a confidence score and an audit record. Anything that touches money, service, customer data, a regulator or a mass send stops for a named person. Most vendors add automation on top of a CRM. Here the governance is the platform.
See the Cortex platformA useful first meeting
Bring one customer process. We'll show you how Cortex CRM runs it.
Pick a real case type, tell us who signs off on it today, and we will map the channels, the rules and the approval point in one working session.