With simplicity at its core, MiCustomer stands as a powerful digital experience platform (DXP) that combines human-centricity and scalable innovation.
By creating a unified digital ecosystem through its modular framework, MiCustomer transforms cross-industry complexities into personalized and powerful experiences for customers, employees, and organizations alike.
Customers today expect seamless, personalized service across every channel. But with outdated methods, systems can't keep up, employees feel the strain, satisfaction plummets, and operational costs soar.
It's time to rethink how you design, deliver, and scale experience.
Talent and skill gaps
Specialized skills are hard to find, and even harder to retain, slowing down transformation efforts.
Rising operational costs
Manual work, inefficient processes, and fragmented systems drive up the cost to serve.
Unhappy customers
Inconsistent, impersonal experiences lead to customer frustration and churn.
It's time to rethink how you design, deliver, and scale experience.
Adapt effortlessly with a platform that's more than a fixed puzzle—mix, match, and evolve its pieces to create the perfect experience for your needs.
Blend seamlessly with your existing systems through flexible integration layers, enhancing digital capabilities without disrupting core operations or previous investments.
Quickly scale and enhance only the essentials, allowing you to respond to a rapidly changing market with minimal disruption and zero need for a full system overhaul.
Deliver smarter outcomes with AI-powered automation, predictive insights, and adaptive capabilities tailored to every need.
Seamlessly integrate with SAP systems, ensuring compliance and improved efficiency, offering peace of mind and streamlined business processes.
Utilize an advanced technology stack for rapid deployment, enabling quicker market entry and the ability to capitalize on opportunities swiftly.
MiCustomer is pre-integrated with industry-leading technologies, so you can move faster- seamlessly connecting into your existing ecosystem from day one.
Identity
Payments
Communication
GIS/maps
ERP/CIS
AI providers
Low code
Data management
Our building blocks are your canvas.
Unlock limitless opportunities
Platform foundation
Identity & Access Management
Notification & Alert Engine
Communication Template Engine
Preference & Consent Management
AI & Automation Fabric
Interaction History & Audit Trail
API & Connector Gateway
Reporting & Insights Layer
Persona & Segmentation Engine
Low-Code Component Library
Omnichannel UI Framework
Platform Health & Diagnostics
Combines demographic, behavioral, and transactional data into a single, dynamic view.
Adaptive UI and workflows tailored to residential, business, vulnerable populations, or public service roles.
AI-assisted flows for onboarding, service requests, disputes, program enrollment — built once, reused across channels.
Ensures conversations and actions can pick up where they left off — regardless of channel.
Customer & community experience
Unified customer/ constituent profile
Persona-based experience layers
Self-service journey builder
Omnichannel continuity engine
Unified interface with customer info, actions, recommendations, and case data — driven by AI.
Dynamic step-by-step guidance tailored by issue type, persona, or agent skill.
Back-office exception resolution through AI-predictive workflows (MiAgent Backoffice evolution).
Visibility into agent performance, fatigue, case drivers, and optimization opportunities.
Employee & workforce enablement
360° contextual workspace
AI-guided procedures & scripts
Automated exception management
Workforce insights dashboard
Centrally manage delivery of email, SMS, push, print, IVR, chatbot, social, etc., with fallback logic and preference routing.
Drag-and-drop builder for branded, modular templates across channels and use cases.
Customizes subject lines, message bodies, visuals, and timing based on persona behavior, preferences, and predictions.
TCPA/GDPR compliant controls, allowing users to manage channel preferences, frequency, topics, and consent history.
Engagement & communication management
Omnichannel message orchestrator
Dynamic template studio
AI-driven personalization engine
Consent & preference management
End-to-end process automation and routing across departments (e.g., new connection to meter install, or loan application to approval).
Integrates with dispatch/workforce systems to coordinate field visits, track outcomes, and notify customers in real time.
Replaces email+Excel chaos with structured queues, case types, validation rules, and SLA countdowns.
Smart forms with dynamic fields, auto-validation, and submission tracking — ideal for public sector forms, rebate claims, etc.
Service & operations optimization
Service orchestration engine
Field service & appointment connector
Backoffice automation workbench
Digital forms & document capture
Visualize real user journeys, discover bottlenecks, and map process deviations using real-time event logs and interaction data.
Captures, models, and optimizes decision points (manual or automated) to improve outcomes — from approvals to service eligibility.
AI-powered models for churn, payment likelihood, outage impact, workload surges, fraud detection, and more.
Identifies irregularities in data, customer behavior, or processes, and surfaces likely contributing factors.
Insights & intelligence
Process & journey mining
Decision intelligence engine
Predictive & forecasting models
Anomaly detection & root cause analysis
380+
More than combinations
Use our building blocks and personas to find your perfect combination
Customer Experience
Employee Experience
Service integrity & crisis management
Keep customers informed with proactive, multi-channel outage alerts while enabling teams to respond faster, reduce calls, and build trust.
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Digital customer self-service portal
Empower customers with a personalized platform to manage accounts, payments, services, and more. Mobile-ready, secure, and fully integrated.
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360° omnichannel communication hub
Centralize customer communication into one intelligent platform for personalized, compliant messaging. Deliver the right message, at the right time, on any channel.
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All-in-one enterprise virtual agent
Empowers customers and employees with AI-driven self-service across voice, chat, SMS, and social to delivers instant, intelligent resolutions, deflect calls and reduce support costs.
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Front & back office agent excellence
Connect front and back office on one platform, empowering employees with automation, advanced tools, and insights to reduce costs, eliminate inefficiencies, and boost productivity.
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Comprehensive construction & line management
Streamline end-to-end management for new construction and service extensions, ensuring faster workflows, transparency, and real-time collaboration across all stakeholders.
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All-in-one enterprise virtual agent
Free up your workforce by automating routine tasks, surfacing insights, and accelerating resolutions across every channel.
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Achieve operational readiness
Eliminate silos, reduce manual work, and accelerate service delivery.
Empower customers and employees
Boost satisfaction and productivity with streamlined, consistent experiences.
Personalize every experience
Turn data into action with tailored journeys and communications.
Continuously optimize and adapt
Drive smarter decisions and measurable improvement at every touchpoint.
Your infrastructure, your choice—enterprise-ready on-premise or in the cloud.
Your infrastructure, your choice—enterprise-ready on-premise or in the cloud.
Built with an understanding of the stakes in highly regulated/citizen-centric industries, MiCustomer DXP delivers enterprise-grade security, rigorous governance, and annually certified compliance from day one.
>0K
man-hours saved annually per partner
$0M+
in annual operational savings
0%
reduction in SLA cycle Time
0%
increase in customer satisfaction
This isn't just another check box. It's a deep belief that customers deserve a better way to build.
MUG is a community of bold leaders rethinking how digital experiences serve real people. It brings together global voices to co-design the future of citizen, customer, and employee experience through influencing the MiCustomer DXP, touching the lives of millions across the globe.
What started with a platform is now shaping an industry.
Director Customer Operations, PSE
Chairman
Manager Customer Solutions, Billing & Payment, PSE
Board member
Manager, Customer Research, Strategy & Strategic Projects, Tampa Electric
Board member
Acting Manager of TMO Delivery, Halifax Water
Board member
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