Boomtown

Boomtown Network Inc., which operates under the name OvationCXM, provides a customer experience management (CXM) and operational orchestration platform aimed at banking and payments organizations. Its flagship platform, CXMEngine, aggregates data from internal and third-party systems, provides customer journey design and automation tools, knowledge delivery and multi-channel communications, and pre-built CRM connectors in a single environment. The company positions the platform as addressing breakdowns that occur between systems during onboarding and servicing, where work is spread across multiple applications, task ownership is unclear, status is not visible in real time and coordination depends on manual follow-up.

Current platform capabilities marketed by the company include no-code journey design for business lines, real-time deployment of new or changed journeys, ecosystem collaboration with internal departments and external vendors, single journey timelines combining internal workflow and customer-facing progress, alerts and triggers, proactive insights, segmentation and personalization, and AI-powered agent knowledge, copilot and automation. Named platform components include an Agentic Transaction Control Layer (ATCL), AI Studio, journey mapping and CX services. Integrations are offered with Salesforce, Fiserv and other banking platforms, alongside pre-built connectors to Asterisk, Facebook, Freshdesk, Genesys, Gmail, Google Calendar, Jira, Line, Microsoft Outlook, ServiceNow, Slack, TeamViewer, Twilio, Zapier, Zendesk, webhooks and a web scheduler.

Under the earlier Boomtown brand, the company described itself as a product support platform for selling, activating and servicing technology products used by real-world businesses, with a product called Relay that consolidated customer conversations, automated common product questions and workflows, and surfaced knowledge to agents. That offering was paired with access to a network of on-demand technology service experts providing 24/7 remote and in-person help. The company continues to offer white-labeled, US-based remote support and field services for in-store technology.

Founding story

Alfred Kahn IV is identified as founder and CEO of the company.

Business model

The company licenses its CXM/orchestration software (CXMEngine) to enterprise customers, publishing pricing information and offering demo requests through a direct sales motion. It supplements the software with CX services, including journey mapping and white-labeled, US-based remote support and field-service delivery for in-store technology, and provides APIs and SDKs for customer-built integrations.

Software platform sold to enterprises, complemented by professional and managed CX support services; the company reported 600% year-over-year bookings growth for its CXM platform in 2022.

Traction

As of the September 2022 rebrand announcement, the company reported more than 200 customers supporting millions of businesses, 600% year-over-year bookings growth for CXMEngine, and enterprise clients including several Tier-1 banks. Its site cites reported outcomes of 55% automation of manual steps, 33% faster journey completion, 26% cost reduction, 25% employee efficiency improvement, 60% customer satisfaction improvement and 10% revenue growth.

Latest developments

The company markets an Agentic Transaction Control Layer and AI Studio, publishes an Agentic AI banking research report, and reports a partnership with IBM LinuxONE to connect banks' mission-critical data to its AI-powered CXM platform. Recent newsroom items reference completion of a SOC 2 Type 2 examination for the CXMEngine platform and a survey of 522 finance leaders on agentic AI connectivity in banking.