Our story
Behind every route, a person.
Unified KenetiCX grew from 30 years of contact center experience—and a belief that the technology connecting people should understand the experience it creates.
A NOTE FROM KENNETH, FOUNDER
An opportunity to make a difference.
“In this industry of call routing it is often hard for engineers to see the difference they make in the lives of others. This is an opportunity for me to make a difference.”
Customer experience is something I live by. I started as a representative, then became a floor lead, moved into workforce management and IT telecom, and eventually specialized in contact center routing. Over 30 years, I have experienced this industry from the customer conversation to the systems that decide where it goes.
- 01Representative
- 02Floor lead
- 03Workforce management
- 04IT & telecom
- 05Contact center routing
WHY I BUILT IT
A small project.
A much bigger purpose.
This began as a small application for my résumé. I was unhappy with it because it did not address the problem I really wanted to solve.
Across the routing platforms I had worked with, I kept running into the same frustration: paths could be configured, but understanding why a particular customer took a particular path was still too difficult. I wanted intelligence that could account for the human experience and explain its decisions in plain English.
So the project became something bigger: Unified KenetiCX. A contact center platform built around the conversation, the context, and the reason behind the next step.
HUMAN EXPERIENCE INTELLIGENCE
How someone feels should influence what happens next.
That belief shapes Alloy HX, OmnisonrAI’s intelligence engine inside Unified KenetiCX. Sentiment helps guide routing. Plain-English explanations make decisions understandable. Once sufficient interaction history exists, routing suggestions give teams evidence they can review before making a change.
The purpose is practical and human: help teams recognize the situation, understand the decision, and improve the experience of the next person who reaches out.
See the experience in action ↗THE MEANING IN THE NAMES
Every name
has a reason.
OmnisonrAI
It took me a month to find the name. “Omni” means encompassing all; “sonraí” is Irish for data. Together, they express the idea of encompassing all data. Ending in AI was intentional. OmnisonrAI is the parent company and the home of Alloy HX.
KenetiCX
Kinetics speaks to motion and the speed of change. CX stands for customer experience. There is a nod to my name, Kenneth, too—but the idea at its heart is that customer experience is always moving. A conversation changes. A person’s sentiment changes. The next step should account for that.
Unified KenetiCX