CXG Integrated CX

1. Introduction

CXG is a integrated Customer Experience CX and Digital Transformaton On-Demand Partner. By engaging with CXG and CXG services, you agree to adhere to these terms.

2. Services

We offer a range of services, including but not limited to:

Integrated Customer Experiences which includes Customer Relationship Management, Loyalty and Fraud Management and full Lifecycle Management;
Digital Customer Experiences which includes Digital AI Agents via our Virtual Call Centre, Social Listening and Engagement, Digital QA and full Digital Insights and Analytics services;
Unified Communication as a Service and Call Centre as a Service Platform partner;
Sales, Service and Marketing management.

3. Project Proposals and Approvals

Before starting a project, a detailed proposal will be shared, outlining the scope, deliverables, timelines, and fees. Once approved, the project will commence. Any changes to the scope after approval may incur additional costs.

4. Fees and Payments

All Once Capex, Project or Change Management Investment charges are payable in advance : 90% prior to the project commencing and 10% on prior to the project launch;
All Monthly license charges are payable from date of invoice, in advance within 21 days;
All Outbound Voice Calls, SMS or WhatsApp variable charges shall be billed retrospectively payable within 21 days from date of invoice;
All META’s charges and pricing shall be governed by: https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing or https://business.whatsapp.com/products/platform-pricing
META’s terms and conditions, shall be governed by: https://www.whatsapp.com/legal/meta-terms-whatsapp-business
All service messages enabled where incoming customer service inquiries, whether that is via an agent or a conversational AI-powered, submitted to the business, shall see this open a 24-hour customer service window during which businesses can respond with service messages, at no charge. This window resets with each user message.
Late payments may result in project delays and could incur a late fee of 2% per month.

5. Three Month Adjustment Period

Where new services are concluded CXG manage a three (3) month adjustment period;

The three (3) month adjustment period provides for:

o Review volume and interactions, with the objective of reviewing interaction trends , hourly volumes, day of week and monthly volumes and busy periods such as month end pay days;

o Review type of interaction managed, this would be focused on granular recording of the type of interactions managed;

o Review workloads that are transferred with the objective of enabling workflow based activities combined with Self Service enablement;

o Review shifts and associated workforce planning/management, with a key focus on ensuring shift and forecasts are adapted based on key learnings.

Post the three (3) month adjustment period, CXG agrees to review the above to determine suitability, optimise resourcing where applicable and agree on the said total resource requirement to meet all Service Level Objectives.

6. Client Responsibilities

To ensure smooth project commencement, you agree to:

Provide all necessary content, assets, and information in a timely manner.
Respond to communication within a reasonable time to avoid delays.
Review and approve deliverables within the project timeline.

7. Intellectual Property

Upon full payment, all final deliverables will be transferred to you, and you will own the rights to the design.

We reserve the right to showcase projects or campaigns in our portfolio, marketing materials, and on our website unless otherwise agreed in writing.

8. Cancellations and Refunds

If you decide to cancel the project after the start, you will be billed for any work completed up to that point.

Deposits are non-refundable once the project has commenced.

9. Confidentiality

Both parties agree to keep confidential any proprietary or sensitive information shared during the course of the project. This includes, but is not limited to, business plans, formulas, designs, and financial information.

10. Contact Us

If you have any question about our privacy policy or wish to exercise your rights, please contact us at:

Customer Experience Group
Email: cx@cxg.co.za
Phone: +2711 759 7000