List of Gravity CXMS Customers
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Since 2010, our global team of researchers has been studying Gravity CXMS customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Gravity CXMS for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Gravity CXMS for Customer Experience include: Crash Champions, a United States based Automotive organisation with 9200 employees and revenues of $895.0 million, Maricopa County Clerk Of The Superior Court United States, a United States based Government organisation with 700 employees and revenues of $20.0 million, Fyidoctors, a Canada based Healthcare organisation with 10 employees and revenues of $2.0 million and many others.
Contact us if you need a completed and verified list of companies using Gravity CXMS, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Gravity CXMS customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Crash Champions | Automotive | 9200 | $895M | United States | Gravity | Gravity CXMS | Customer Experience | 2021 | Blacc Spot Media |
In 2021, Crash Champions implemented Gravity CXMS, the Gravity CX application layer on Twilio Flex, under the Customer Experience category. The deployment was executed by Blacc Spot Media and provisioned a cloud Twilio Flex instance to host the enterprise contact center platform, shifting contact center operations to a cloud-native Twilio Flex architecture.
Gravity CXMS was configured to deliver omni-channel workflows and agent experience enhancements typical of a Customer Experience application, including unified agent desktop orchestration, automated onboarding workflows, and routing that supports voice and digital channels. The implementation emphasized application-layer configuration on Twilio Flex to centralize customer interaction handling and streamline agent interfaces.
Integrations focused on the Twilio Flex platform, with Gravity CXMS serving as the application layer on top of Twilio Flex, and operational coverage centered on contact center and customer service functions. Blacc Spot Media led the technical deployment and configuration, aligning the Gravity CXMS implementation with day-to-day contact center operations and agent tooling.
Governance and process changes included redesigned agent workflows and onboarding processes to support the new cloud contact center environment. Reported outcomes from the Gravity CXMS deployment include faster onboarding, a 40% increase in agent productivity, and reductions in average handle time and service inquiries.
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Fyidoctors | Healthcare | 10 | $2M | Canada | Gravity | Gravity CXMS | Customer Experience | 2022 | Blacc Spot Media |
In 2022, Fyidoctors implemented Gravity CXMS for Customer Experience. The deployment, executed by Blacc Spot Media, delivered a next generation Twilio Flex contact center to support patients and clinic staff across North America and to improve agent efficiency and visibility.
Gravity CXMS served as the Gravity CX Twilio Flex application layer, providing core contact center capabilities including agent desktop consolidation, omnichannel routing, IVR orchestration, call recording, and real time dashboards and reporting. Configuration prioritized a single pane agent view and skill based routing to streamline handling of patient interactions and standardize service workflows.
The implementation integrated directly with Twilio Flex for telephony and platform orchestration, and was operationalized across patient support and clinic operations at Fyidoctors locations across North America. Blacc Spot Media managed the phased rollout and operational enablement, including agent training, reporting handoffs, and governance for visibility and escalation workflows.
Reported outcomes included a 29% decrease in average call length, a 23% increase in first call resolution and a double digit improvement in NPS, improvements attributed to the Gravity CXMS Twilio Flex deployment and the associated agent efficiency and visibility enhancements.
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Maricopa County Clerk Of The Superior Court United States | Government | 700 | $20M | United States | Gravity | Gravity CXMS | Customer Experience | 2021 | Blacc Spot Media |
In 2021, Maricopa County Clerk Of The Superior Court United States deployed Gravity CXMS, implementing Gravity CX as a customer experience layer on Twilio Flex to centralize citizen-facing channels. The Gravity CXMS deployment is positioned in the Customer Experience category and was delivered with implementation services from Blacc Spot Media. Gravity is listed as the software vendor for the Gravity CXMS implementation.
Configuration centered on Gravity CXMS providing an AI virtual assistant to handle inbound citizen inquiries and to channel requests into contact center workflows. The implementation included conversational bot workflows, self-service escalation paths, and orchestration of multi-channel routing through the Twilio Flex platform. These functional capabilities increased self-service adoption and drove large increases in bot usage as reported in the case study.
Integrations consisted of Gravity CXMS operating on Twilio Flex, with Blacc Spot Media responsible for delivery and integration work. Operational coverage targeted the Maricopa County Clerk Of The Superior Court United States customer service and citizen engagement functions, extending to contact center agents and HR-related support processes. The program explicitly impacted HR through reduced staffing burden related to citizen inquiries, aligning contact center automation with county service operations.
The program reported reduced HR costs and an estimated $185K in HR cost savings attributed to the shift toward automated self-service and virtual assistant usage. Governance emphasized centralized channel management, conversational workflow ownership, and vendor partnership oversight with Gravity and Blacc Spot Media during rollout. Implementation narratives center on Gravity CXMS as the Customer Experience layer on Twilio Flex, the AI virtual assistant capability, and the measurable operational shift toward bot-driven citizen support.
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