Getting started with CX Platform

Overview

CX Platform is a cloud-native customer communications management (CCM) solution that brings everything you need to design, send, manage and measure customer communications into one place. Whether you're sending regulated correspondence, marketing campaigns, transactional notifications or capturing data through digital forms, it's all handled through the same connected ecosystem.

The idea is simple: instead of stitching together separate tools for email, SMS, print, forms, archiving and reporting, you've got one platform that does the lot. Your data stays in sync, your branding stays consistent, and your team spends less time wrestling with disconnected systems.

CX Platform is purpose-built for regulated industries like superannuation, banking, government, utilities and member-based organisations. That means the controls, audit trails and security standards you need for compliance are built in from the ground up, not bolted on as an afterthought.

New to the platform?
‍You don't need to know everything at once. Most teams start with one channel or use case (like email sends or digital forms), get comfortable, then expand from there. Each module has its own set of guides to walk you through the detail when you're ready.

‍

What you can do with CX Platform

At a high level, CX Platform helps you create, manage and optimise communications across every channel your customers use. That covers email, SMS, direct mail, digital forms, authenticated landing pages and more, all from one interface.

Here's a quick rundown of what's possible:

Send cross-channel communications from regulated statements to marketing campaigns, all using your own templates and data.
Capture data through digital forms with a drag-and-drop builder, conditional logic, validation and electronic signatures.
Personalise at scale using real-time data from your CRM, registry or other connected systems.
Automate journeys based on triggers, behaviours, schedules or API events, including failover from one channel to another.
Archive and retrieve every piece of correspondence exactly as the recipient received it, ready for audits or member enquiries.
Report on performance through built-in dashboards covering channels, forms, engagement and delivery.
Stay compliant with audit trails, role-based access, data retention controls and global security certifications.

‍

Core platform strengths

A few things make CX Platform stand out from your typical communications tool. These are the foundations everything else is built on.

Unified communication ecosystem

Email, SMS, direct mail, digital forms, landing pages and archiving all live in one platform so you're not jumping between tools or duplicating work.

No-code Composition Studio

Visual, drag-and-drop tools let you design templates, build forms and manage campaigns without writing a line of code or filing a developer ticket.

Trigger-based automation

Set up workflows powered by data, behaviours, schedules or API events so your communications go out at the right moment without manual handling.

Integration flexibility

Native connectors, REST APIs and webhooks make it straightforward to connect your CRM, registry, data warehouse or other core systems.

Enterprise scalability

Built on cloud infrastructure that handles millions of communications a day, with disaster recovery and high availability baked in.

Security and compliance

Hosted on Microsoft Azure, protected by Cloudflare, and aligned to ISO 27001, SOC 2, CPS 234 and IRAP standards.

A closer look at what's under the hood

The capabilities above are powered by a deeper set of features designed to handle the heavy lifting. You won't need all of these on day one, but it's worth knowing what's available as your use of the platform grows.

Capability	What it does
Data ingestion and management	Accept data however it suits you, including single records, batch files, API payloads, SFTP uploads or manual entry. Built-in validation, deduplication and reconciliation keep your data clean and your sends accurate.
Cross-channel personalisation	Use real-time customer data to tailor content, choose the right channel and adapt journeys on the fly. The result is communications that feel relevant rather than generic.
Orchestration and automation	Automate journeys, set contingency channels (so an email that bounces can be resent as an SMS), and deliver transactional or marketing content based on your own business rules.
Scheduling and delivery controls	Schedule sends by time, event or API trigger. Throttle delivery to manage system load, call centre capacity or compliance windows.
Integrations and extensibility	Pre-built and custom connectors, REST APIs, webhooks and event callbacks keep CX Platform talking to the rest of your ecosystem in real time.
Reporting and analytics	Dashboards covering channel and form performance, plus integrations with Google Analytics and export-ready data for audits or deeper analysis.
User and tenant management	Role-based permissions, multi-tenant administration, single sign-on (SSO), two-factor authentication and custom branding or domains to suit your organisation.
Archival and retrieval	Every piece of correspondence is securely archived and retrievable on demand, in its original form. Handy for call centre enquiries, investigations and compliance audits.

‍

Built for regulated industries

CX Platform isn't a general-purpose marketing tool retrofitted for compliance. It's designed from the ground up for organisations where accuracy, security and auditability aren't optional.

That includes superannuation and pension funds, banks and credit unions, local and state government agencies, utility providers and member-based organisations. If you're sending statements, regulatory notices, KYC requests or other communications where mistakes have real consequences, the controls you need are already in place.

Good to know
‍CX Platform runs in two environments by default: Production (PROD) for live sends and Test (TEST) for staging and validation. You can build, test and refine in TEST before anything reaches your customers, so there's a safety net built into the way the platform works.

‍