NEW! POWERED BY QAI, the world’s only conversational UI for CX assurance

TESTED. TRUSTED. ASSURED.

The most complete AI CX assurance platform is now also the easiest to use

PumpCX tests and monitors AI-driven customer journeys across voice, digital, and agentic AI, continuously and at enterprise scale. Now with QAI, anyone can build tests, see results, and run reports using natural language. No menus. No special training. Just answers.

See QAI in Action

INTRODUCING QAI

Just ask. QAI answers.

QAI is the new way to work with PumpCX, designed to make enterprise CX assurance accessible to everyone in your organization. Instead of navigating menus, just tell the platform what you need. It builds the test, runs it, and explains the results in plain English.

It's the first and only conversational interface in the CX assurance market, built for speed and ease of use.

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85%

Reduction in test cycle time*

*Based on average customer usage data and length of testing cycles

PumpCX Validates AI-Driven Customer Journeys for Leading Enterprises

THE CHALLENGE

AI-Driven CX Introduces an AI Assurance Gap between Customer Outcomes and Traditional QA

Customer experience is no longer deterministic.

Agentic AI systems now handle routing decisions, policy enforcement, and multi-step customer interactions autonomously across complex CX environments. These are non-deterministic systems whose behavior cannot be fully predicted from a point-in-time test or a static script.

They introduces new failure modes across customer experience, exposing businesses to AI risks:

  • Hallucinations & policy drift. AI agents produce inaccurate, non-compliant, or contradictory responses across customer interactions

  • Broken journey continuity. Escalations to human agents fail, loops go undetected, and customers are abandoned mid-resolution

  • Ungoverned releases. Changes to models, data, or orchestration logic propagate to production without validated regression evidence

Traditional testing built for deterministic journeys can no longer fully validate AI-led customer experiences.

TESTED

A Continuous Agentic CX Assurance Layer, Built for Complex Enterprise Ecosystems

PumpCX is an independent, vendor-agnostic assurance platform that continuously validates customer experience across AI models, CX platforms, and enterprise systems. It ensures that voice, digital, and agentic channels operate as intended across live and production environments. Before, during, and after deployment.

  • Discover

    Map real customer journeys across your live CX environment. PumpCX identifies the actual paths customers can take, including AI decision branches and escalation flows.

  • Validate

    Before release, PumpCX validates AI response accuracy, intent handling, safety and compliance behavior, and end-to-end journey outcomes across thousands of non-deterministic paths.

  • Monitor

    After deployment, PumpCX continuously monitors real customer interactions in production to detect anomalies, regressions, and behavioral drift before customer impact occurs.

  • Govern

    PumpCX ensures AI behavior aligns with policy and intent. Changes are validated with repeatable, audit-ready evidence aligned to enterprise governance and regulatory expectations.

TRUSTED

PumpCX Addresses the Assurance Needs of Enterprise Stakeholders

Many teams start with CX testing, then realize the need for agentic CX assurance. PumpCX is trusted by organizations that cannot afford CX failures, where reliability, compliance, and customer trust are non-negotiable.

CX & Contact Center Leaders

Primary Risk: Service quality degradation as AI replaces deterministic journeys

PumpCX helps you protect service quality as AI adoption accelerates.

Continuous journey validation detects failures before customers do.

CIOs & Risk/Compliance Teams

Primary Risk: Regulatory exposure, audit gaps, vendor accountability

PumpCX lets you govern AI behavior with confidence.

Leverage audit-ready evidence, traceable change history, and independent cross-vendor validation.

Product & Engineering Teams

Primary Risk: Instability from accelerated AI and CX releases

PumpCX enables faster releases without introducing instability.

Automate regression and pre-release validation against changes.

ASSURED

Agentic CX Assurance across the Entire AI CX Lifecycle

PumpCX integrates into DevOps and CI/CD workflows as an independent control layer over your existing CX stack, validating outcomes regardless of which CCaaS, voicebot, chatbot, or orchestration platforms are in use.

PumpCX validates:

  • AI response accuracy and NLU intent handling

  • Policy, safety, and compliance behavior, including hallucination detection, bias, and discriminatory outputs

  • End-to-end journey success across voice and digital channels, including agentic AI escalations to human agents

  • Performance, load, and resilience under real-world conditions

Assurance Infrastructure that Fits Your Governance Model

PumpCX supports SaaS, private cloud, and on-premise deployment. Data sovereignty controls govern where test data and assurance results are stored and retained, so the platform conforms to your data residency requirements rather than requiring exceptions.

Audit-Ready Assurance. Embedded Governance.

PumpCX is purpose-built for environments where CX failure carries real financial, regulatory, or reputational consequences. The platform supports secure data handling and access controls, transparent assurance methodology, and governance aligned to enterprise and regulatory expectations.

PumpCX enables businesses to: 

  • Reduce production incidents across AI-driven CX channels 

  • Accelerate AI and CX release cycles with regression evidence at every deployment 

  • Improve service consistency and resilience as models, data, and orchestration logic evolve 

  • Protect brand and regulatory trust with auditable documentation for risk, compliance, and board-level review 

Customer Testimonials

  • BUPA Health Insurance Company

    “PumpCX has significantly enabled Bupa to progressively and rapidly uplift our telephony system. With robust and consistent results, we were able to make evidence-based decisions on optimizing our IVR without compromising the call quality or system performance… Highly recommended!”

    —Richard Tinker, Delivery Manager, BUPA

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  • NTT Global Technology & Business Partner Solutions Provider

    “Over the past decade, there has been a significant shift of customer experience and contact centre solutions toward cloud, hybrid cloud, and CCaaS models. In this evolving landscape, PumpCX has become a key pillar of our services capability — particularly in enabling proactive, end-to-end monitoring across increasingly distributed systems.”

    —Michael Slip, Senior Director, GTM – CX & Collaboration

    NTT DATA – ANZ

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Agentic CX Assurance Across Any CX Environment

Vendor-independent assurance across global CX environments. Support for leading contact center, digital and AI platforms. Built for complex, regulated, enterprise ecosystems.

Grouping of CX assurance platform logos

Govern AI Behavior in CX with Provable Assurance

Test every journey. Trust every outcome. Assure every release.

Learn how PumpCX gives enterprise teams the evidence they need to scale agentic AI with confidence, and the governance structure required to defend it. Complete the form to request a demo. 

Frequently Asked Questions

  • An agentic CX assurance platform continuously validates that AI-driven and human-assisted customer experiences behave correctly, safely, and in compliance with policy — before customers are impacted.

    The need for this category emerged as enterprises deployed agentic AI into live customer experience environments. Unlike deterministic systems, agentic AI makes autonomous, real-time decisions across routing, intent handling, escalation, and policy enforcement. Traditional testing approaches — episodic, pre-launch, and script-based — cannot validate non-deterministic behavior at the pace modern CX environments change.

    PumpCX is purpose-built as an independent agentic CX assurance platform. It operates as a continuous control layer across voice, digital, and AI-assisted channels, validating outcomes across the full CX lifecycle rather than at a single point in time.

  • PumpCX is designed to detect and prevent six categories of CX failure that traditional quality management cannot reliably address:

    • Production failures — CX breaks after go-live that were not present during pre-launch testing

    • Journey fragmentation — Failures at system and channel handoffs where context is lost and customers are abandoned or looped

    • AI behavioral drift — Agentic AI that produces inaccurate, non-compliant, or inconsistent responses under real-world conditions, including hallucinations and policy violations

    • Silent regressions — Platform upgrades, model updates, or configuration changes that degrade experience quality without triggering visible alerts

    • Automation degradation — Cost-driven automation that introduces recontacts, unresolved interactions, and measurable experience decline

    • Change velocity gaps — CX environments that evolve faster than existing validation cycles can cover

    Each failure mode carries financial, regulatory, or reputational risk. PumpCX addresses all six through continuous synthetic journey execution and AI behavioral validation across live environments.

  • No. While most CCaaS providers, voicebot vendors, and AI orchestration tools can govern behavior within their own environments, they cannot provide independent, cross-vendor assurance of end-to-end customer experience outcomes.

    This is a structural limitation, not a product gap. A platform cannot objectively validate its own outputs. Enterprise CX environments typically span multiple vendors, channels, data systems, and AI models. No single platform has visibility across that entire stack, and none has an incentive to surface failures in adjacent systems.

    PumpCX operates as an independent assurance layer with no platform affiliation. It validates outcomes across your full CX environment, regardless of which CCaaS, CRM, bot, or analytics platform you use. It produces audit-ready evidence that your existing vendors cannot generate about their own systems.

  • PumpCX validates end-to-end customer journey outcomes across four assurance domains:

    • AI response accuracy — Intent recognition, NLU handling, response correctness, and consistency across agentic AI interactions

    • Safety and compliance behavior — Hallucination detection, policy adherence, bias, discriminatory outputs, and escalation path integrity

    • Journey continuity — Successful completion of customer journeys across channels, systems, and human-to-AI or AI-to-human handoffs

    • Regression and change integrity — Confirmation that platform updates, model changes, and configuration releases do not introduce new failure conditions

    PumpCX integrates into existing DevOps and CI/CD workflows without requiring platform replacement. It operates as a lightweight, non-disruptive layer over your current CX stack, executing synthetic customer journeys against live environments and delivering structured results to engineering, risk, and compliance teams.

  • PumpCX supports SaaS, private cloud, and on-premise deployment. Data sovereignty controls determine where test data and assurance results are stored, processed, and retained, allowing the platform to conform to your organization's data residency requirements without requiring compliance exceptions.

    Deployment is designed to be lightweight and non-disruptive. Implementation begins with identifying high-risk journeys and AI interactions, establishing a baseline assurance coverage, and expanding incrementally into existing CX and governance workflows. No rip-and-replace of current infrastructure is required.

    For organizations subject to sector-specific regulatory requirements such as financial services, healthcare, and government, PumpCX's on-premise and private cloud options provide the access controls and audit trails required to meet those obligations.