CEDX 2026 Service Release: Predictive SLA triage, omnichannel queues, and live contract context on one record Explore the CEDX Voice architecture ->
CEDXSystems
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CUSTOMER SERVICE CEDX Voice
Overview Live floor Calls Workflow & Tour Operators TCO Model 14-Day Sandbox Live build ↗
CUSTOMER SERVICE CEDX Voice · Customer Service · voice.cedxsystems.com

The floor never lies. It just needs reading.

Voice scores the things contact centres usually argue about: clarity per leg, drop risk per live call, who ended the media, and which queues are understaffed, as columns on the floor, not as a weekly report.

Open live CEDX Voice -> Inspect 4-screen build tour
320 calls in the sample window 3:55 average handle time 3.9 average clarity per scored leg Zero-ETL Shared Postgres Record
CEDX Voice Enterprise Architecture Briefing
CEDX Voice · 320 calls in the sample window

"Having identity, least-privilege access, audit trails, and business applications on one kernel cut our security review..."

Sarah Lindqvist · Chief Information Security Officer · Atlas Corp · 0.01s Canonical Sync
CEDX Voice reads and writes the exact same canonical Postgres record as CEDX Desk, CEDX Live Chat, and CEDX Remote with zero third-party webhooks.
🔒 https://voice.cedxsystems.com/workspace/live
CEDX Voice · Overview (The month, with causes attached)
voice.cedxsystems.com · 01 Overview · Live Canonical Dataset
● Overview Active · 0.011s Sync Open /app/voice ↗
CALLS IN THE SAMPLE WINDOW
320
88 live right now
AVERAGE HANDLE TIME
3:55
completed calls only, +10s
AVERAGE CLARITY PER SCORED LEG
3.9
floor raised to 3.5 on Aug 2
DROPPED OR FAILED
42
abandon + network, 13.1% of calls
Ticket / Incident ID Customer & ARR Tier Assigned Queue & Pod SLA Breach Clock Root-Cause Context Resolution Score
INC-49201 · API Webhook LagCEDX Voice · Record #1040 Meridian Corp · $420K ARR Tier-3 Platform Pod 18m remaining ● Linked to PR #4812 98% Confidence
TCK-88310 · Billing Seat SyncCEDX Voice · Record #1041 Harbor Retail · $640K ARR Enterprise Billing Ops 1h 42m remaining ● Auto-Resolved via Books 100% Verified
INC-49209 · SSO SAML RotationCEDX Voice · Record #1042 Atlas Logistics · $285K ARR Identity & Access Queue 44m remaining ● Cert Runbook Attached 95% Confidence
TCK-88344 · Field Dispatch RMACEDX Voice · Record #1043 Cedar Foods · $310K ARR Field Service Dispatch 3h 15m remaining ● Parts Reserved in WMS 94% Confidence
✦ CEDX Voice Copilot · INC-49201 · API Webhook Lag
Overview Verified
Offered-versus-answered across 30 days with events as markers: a new VIP number live on Jul 12, an AI receptionist version on Jul 21, a promo-week spike on Jul 30, the clarity floor raised to 3.5 on Aug 2. The hangup-side panel says who ended the media: network 81, system 58, caller 47, agent 47.
CEDX Voice operator workspace in natural daylight
FIELD DOCUMENTARY · CUSTOMER SERVICE

88 calls in motion, each with a risk score

The hangup-side panel is the honest one: the network ended 81 calls in the window; callers ended 47. When your own infrastructure tops the blame chart, the chart is probably telling the truth.

CAMERA: CANON EOS R5 · 35MM F/1.4 · NATURAL DAYLIGHT ESTATE ROUTE: /APP/VOICE
CORE CAPABILITIES · CEDX VOICE

Three architectural jobs CEDX Voice gets right on one record.

Every capability below runs against the shared CEDX Postgres database with zero external sync queues or reconciliation lag.

01 · CUSTOMER SERVICE FOUNDATION

88 calls in motion, each with a risk score

The live floor shows every call by state (32 talking, 16 ringing, 22 on hold) with age, risk and talk percentage. CL-1042 has been talking 4:22 at risk 100 with the agent at 78% talk time; the monologue alert named it before any supervisor would.

✓ Ringing, talking, hold and wrap as statesVerified
✓ Talk % per call: the monologue tellVerified
✓ Wait age bucketed <30s to >2mVerified
02 · LIVE EXECUTION

Every call leaves a record

Direction, status, queue, agent, duration, clarity and risk on every row. CL-1033 failed on Technical at 34 seconds with clarity 2.1, a network event you can diagnose, not a complaint you cannot. AI receptionists appear in the agent column, labelled as AI.

Every call leaves a record
CEDX Voice Live Telemetry ● 320 calls in the sample window
03 · DETERMINISTIC GOVERNANCE

24 queues, 13 understaffed

Depth, ASA, goal, abandon rate, staff actual-versus-needed and risk average per queue. Field support runs ASA 41s against a 20s goal; Partner desk abandons 8.3% at five-of-seven staffed.

✓ ASA next to goal, per queueActive
✓ Abandon 8.3% worst on the partner deskActive
✓ An understaffed-only toggleActive
04 · VERIFIED DEMO DATASET METRICS

What the live CEDX Voice build looks like when you open /app/voice.

Every figure below is directly inspectable in the running CEDX Voice application workspace with zero synthetic projections.

CALLS IN THE SAMPLE WINDOW
320
88 live right now
AVERAGE HANDLE TIME
3:55
completed calls only, +10s
AVERAGE CLARITY PER SCORED LEG
3.9
floor raised to 3.5 on Aug 2
DROPPED OR FAILED
42
abandon + network, 13.1% of calls
4-SCREEN RUNNING BUILD TOUR

Four screens captured from voice.cedxsystems.com, in the order operators run them.

Click any screen below to inspect how CEDX Voice moves from initial intake to verified cross-estate completion.

01 OVERVIEW
The month, with causes attached
Offered-versus-answered across 30 days with events as markers: a new VIP number live on Jul 12, an AI receptionist version on Jul 21, a promo-week spike on Jul 30, the clarity floor raised to 3.5 on Aug 2. The hangup-side panel says who ended the media: network 81, system 58, caller 47, agent 47.
02 LIVE FLOOR
Every call, while it is still a call
Eighty-eight live calls with state, queue, agent, age, risk and talk percentage. The wrap column lists who is in after-call work, and the wait-age bars split ringing plus hold into under-30s through over-2m.
03 CALLS
The log, with clarity on every row
Three hundred twenty calls with caller, direction, status, queue, agent, duration, clarity and risk. The failed rows say why in the columns (21 seconds, clarity 4.3, an AI agent), so triage starts from the row itself.
04 QUEUES
Staffing against the promise
Twenty-four queues with depth, ASA, goal, abandon, staff and average risk. Eight queues are over their ASA goal right now, 127 callers are waiting in total, and the understaffed toggle reduces the board to the 13 that need people.
01 OVERVIEW · VOICE.CEDXSYSTEMS.COM

The month, with causes attached

● Live Screen Capture

Offered-versus-answered across 30 days with events as markers: a new VIP number live on Jul 12, an AI receptionist version on Jul 21, a promo-week spike on Jul 30, the clarity floor raised to 3.5 on Aug 2. The hangup-side panel says who ended the media: network 81, system 58, caller 47, agent 47.

✓ Floor health 80: live 88 · risk 86 · connect 81.9%Verified in /app/voice
✓ Packet-loss cluster named to a specific numberVerified in /app/voice
✓ AHT 3:55 on completed calls only, statedVerified in /app/voice
The month, with causes attached
OPERATING CADENCE · CUSTOMER SERVICE

How CEDX Voice runs across the week, in the exact order work happens.

Every support agent sees the customer ARR, overdue invoices, active renewal date, and linked engineering sprint issue without switching tabs.

STAGE 01

Capture & Ingest

Records land in CEDX Voice already linked to the canonical customer, employee, or vendor ID.

STAGE 02

Score & Triage

Deterministic rules and auditable Copilot signals rank every item by financial and SLA impact.

STAGE 03

Execute & Approve

Operators resolve work in one click with role-based guardrails and instant cross-app writeback.

STAGE 04

Reconcile & Report

Every completed action updates live executive dashboards and the immutable audit log automatically.

OPERATOR WORKSPACES · WHO RUNS CEDX VOICE

Three roles open CEDX Voice every day. Each sees the exact surface they own.

Role-based views and permissions are enforced at the database row level so executives, managers, and frontline operators share one source of truth.

Duty manager using CEDX Voice

Duty manager

Owns the floor health number, 80 today, and makes the staffing call when a queue's ASA passes its goal. The queue board in the photograph is the same job, older technology.

● understaffed · 13 of 24
Telephony and numbers using CEDX Voice

Telephony and numbers

Runs the numbers and the IVR flows. The menu-3 drop step and the packet-loss cluster on one line are theirs to fix.

● menu-3 drop · 8.2%
QA and coaching using CEDX Voice

QA and coaching

Works the high-risk list. A 78% agent monologue on a VIP call becomes a coaching note, not a blame.

● high risk · 86
ONE CANONICAL RECORD ACROSS 132 APPLICATIONS

Support Queues That Read the Live Revenue & Engineering Graph

CEDX Voice is not an isolated point tool. It reads and writes the exact same customer, ledger, and identity records as the rest of the CEDX software estate.

CONNECTED MODULE 01 Open /desk/ ->

CEDX Desk

Callbacks and complaints become tickets. Desk's queue, same Northline demo estate, is where the 42 dropped calls get worked properly.
CONNECTED MODULE 02 Open /live-chat/ ->

CEDX Live Chat

The chat floor and the call floor trade overflow: 42 waiting in chat, 127 waiting on the lines, one staffing conversation.
CONNECTED MODULE 03 Open /remote/ ->

CEDX Remote

Voice ends where screen-sharing starts. Remote runs those sessions with recordings and anomaly scores.
CONNECTED MODULE 04 Open /copilot/ ->

CEDX Copilot

Ask AI (⌘J) sits on every Voice screen, versioned and traced by the Copilot console behind it.
ARCHITECTURAL PROOF · OPERATOR PERSPECTIVES

Why enterprise operators replace stitched SaaS stacks with CEDX Voice.

"Having identity, least-privilege access, audit trails, and business applications on one kernel cut our security review and provisioning time by 82%."

Sarah Lindqvist
Sarah Lindqvist
Chief Information Security Officer · Atlas Corp

"We started with one application to fix our most painful bottleneck, and added five more modules on the same login without a single migration project."

Arjun Patel
Arjun Patel
SVP of Global Operations · Keystone Logistics

"Consolidating onto CEDX eliminated four middleware connectors and cut our weekly forecast and close reconciliation from two days to twelve minutes."

Marcus Vance
Marcus Vance
Chief Revenue Officer · Meridian Systems
LIVE TCO & CONSOLIDATION MODEL · CUSTOMER SERVICE

Stop paying five vendors to re-sync the same customer service record.

Drag the seat slider to compare your current stitched stack (ServiceNow CSM + Zendesk Enterprise + Intercom + PagerDuty) against running CEDX Voice natively on the unified CEDX estate.

Organization Seats 250 seats
25 seats 500 seats 1,250 seats 2,500 seats
Legacy Stitched Stack
ServiceNow CSM + Zendesk Enterprise + Intercom + PagerDuty
$1,380,000 / yr
CEDX Voice + Full Estate Bundle
All 132 applications · Canonical Postgres · Unlimited Copilot
$267,000 / yr
Verified Annual Hard Savings
Plus 0 middleware sync failures
$1,113,000 / yr
TECHNICAL & PROCUREMENT FAQ · CEDX VOICE

Questions operators and architecture teams ask before piloting CEDX Voice.

01 Is the software on this page real? +
Yes. Every screenshot is a capture of the running build, open at /app/voice . It runs on demo data. The contact centre on the chrome is the demo tenant.
02 What is the clarity score? +
A per-leg quality score, 3.9 on average across the demo window. The floor was raised to 3.5 on Aug 2, visible as a marker on the overview chart, and the packet-loss cluster alert names the number it affected.
03 How is drop risk computed? +
Live and recent calls get a risk score; 86 sit at ≥55 and the worst read 100 on the live floor. The signals show up in the alerts: monologue risk from talk-time splits, network clusters from packet loss.
04 Are the AI agents real? +
They are labelled in the agent column. Billing, auth and a Spanish receptionist handle demo calls. They are demo configuration, shown because the floor shows them; we do not quote their containment as a figure for your centre.
05 Is Voice audited or certified? +
No certification has been issued. What we can evidence about hosting, encryption and access is on the security page .
LIVE SANDBOX · ZERO MIDDLEWARE · NO CARD REQUIRED

CEDX Voice is running right now. Open it and inspect the record.

Explore the live CEDX Voice workspace on canonical demo data at /app/voice, or book a 30-minute architecture session to map your first entity rollout.

Open live CEDX Voice (/app/voice) -> Book an estate architecture map